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Returns & Refund Policy

Effective Date: 25 August 2026
Last Updated: 25 August 2026

At Sophix Natural, we want customers to receive products that meet their expectations.

Because many of our products are cosmetic raw materials, special rules apply to returned products to protect product quality, safety and integrity.

1. Return Window

Customers should contact Sophix Natural within 3 working days of receiving an order if they wish to report a problem with their purchase.

Our current FAQ states a three-working-day period for contacting us regarding returns and satisfaction issues.

2. Eligible Returns

A return or replacement may be considered where:

  • The wrong product was supplied.
  • The wrong quantity was supplied.
  • The product arrived damaged.
  • The product received materially differs from the product ordered.
  • The product has a verified quality issue attributable to Sophix Natural.

3. Products That May Not Be Returnable

For safety, hygiene and product-integrity reasons, we may not accept returns where:

  • The product has been opened or used.
  • The product has been contaminated.
  • The packaging has been materially altered.
  • The product has been improperly stored.
  • The product has been transferred to another container.
  • The product has been mixed with another ingredient.
  • The product was purchased specifically as a custom or special-order item, subject to the applicable terms.
  • The issue is caused by incorrect formulation or usage.

4. Wrong Product

If you receive a product different from what you ordered, contact us within the applicable return period.

We may request:

  • Order number.
  • Photographs.
  • Product label.
  • Batch information.
  • Packaging photographs.

Where the error is confirmed, Sophix Natural may arrange a replacement or refund.

5. Damaged Products

Where a product arrives damaged, contact us promptly with photographs and your order details.

We will investigate the circumstances and may arrange:

  • Replacement.
  • Refund.
  • Store credit.

The resolution will depend on the circumstances of the case.

6. Refunds

Where a refund is approved, the refund method may depend on the original payment method and applicable payment-provider procedures.

Refund processing times may vary.

Bank or payment-provider processing times are outside Sophix Natural’s direct control.

7. Shipping Costs

Where the return is caused by an error attributable to Sophix Natural, we may cover reasonable return or replacement shipping costs.

Where a return is requested for another reason and is approved, the customer may be responsible for applicable shipping costs.

8. Customer Satisfaction

Sophix Natural aims to provide high-quality products and dependable service.

However, differences in formulation results, colour, texture, scent, viscosity or performance do not automatically constitute a product defect because natural raw materials can vary between batches and formulations.

9. How to Request a Return

Contact our customer support team and provide:

  • Full name.
  • Order number.
  • Product name.
  • Description of the issue.
  • Date received.
  • Photographs where relevant.

Do not return products without receiving return instructions from Sophix Natural.