Return Policy

Last Updated: October 19, 2026

1. Our Return Commitment

At Sophistss, we want customers to understand their options if a purchased item does not meet their expectations or arrives with a problem.

Eligible purchases may be submitted for return within 180 calendar days after delivery, subject to the terms below and any mandatory rights that apply under law.

Please contact us before returning an item. Returns sent without prior instructions may experience processing delays.

2. Return Eligibility

To request a return, please provide your order information and explain why you would like to return the item.

When reviewing a request, we may consider:

  • Whether the order can be verified.

  • The date the item was delivered.

  • The condition of the item.

  • Whether the item is complete and includes relevant accessories.

  • The reason for the return.

  • Any applicable product-specific restrictions disclosed before purchase.

  • Any mandatory consumer rights that apply.

Where reasonably possible, items should be returned in their original condition with included accessories and packaging.

We will review requests involving used, incomplete, customized, or otherwise restricted products individually, subject to any rights that cannot lawfully be excluded.

3. How to Request a Return

Step 1 — Contact Customer Support

Email service@sophistss.com with the subject line “Return Request.”

Step 2 — Provide Order Details

Include your order number, the item you wish to return, and a brief explanation of the reason.

Step 3 — Provide Supporting Information

If the item arrived damaged, defective, or incorrect, include photographs or other relevant evidence where available.

Step 4 — Wait for Instructions

Our support team will review your request and explain whether the return can proceed, what information is needed, and how to send the item back.

Step 5 — Return the Item

If the return is approved, follow the return instructions provided by our team. Please retain your shipping receipt and tracking information where available.

4. Return Shipping Costs

Return shipping costs will be determined through discussion and mutual agreement between Sophistss and the customer, taking into account the reason for the return and the circumstances involved.

The allocation of costs may differ depending on whether the request relates to a change of preference, an incorrect item, damage, a defect, or another issue.

Please obtain agreement on the return arrangements before sending the item.

Nothing in this policy is intended to require a customer to bear costs that applicable law requires the seller to cover.

5. Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or different from what you ordered, contact service@sophistss.com as soon as reasonably possible.

Please include your order number, a description of the issue, and photographs where appropriate.

After reviewing the circumstances, we will discuss an appropriate resolution. Depending on the issue and applicable requirements, this may include a replacement, return, refund, or another suitable remedy.

Please do not discard an item or send it back before receiving instructions, unless applicable law requires otherwise.

6. Return Address

Our customer support team will provide the appropriate return address and instructions after reviewing and approving your request.

Please do not automatically send returns to the registered business address. The correct return destination may depend on the item and fulfillment arrangements.

The registered business address is provided for company identification and correspondence purposes and is not necessarily the return warehouse.

7. Refund Eligibility and Processing

Refund eligibility will be assessed after reviewing the return request and, where applicable, receiving and inspecting the returned item.

Once a refund has been approved, Sophistss will initiate refund processing within 7 days.

Approved refunds will generally be issued to the original payment method where possible. If the original method cannot reasonably be used, we will contact you regarding an appropriate alternative.

The 7-day period refers to our refund-processing action. Your bank, card issuer, or payment provider may require additional time before the funds appear in your account.

8. Partial Refunds and Other Resolutions

Where an item is incomplete, damaged after delivery, or otherwise differs from the condition described in the approved return request, we may discuss an appropriate resolution based on the facts and applicable law.

Any proposed deduction, partial refund, or alternative resolution will be explained to the customer before it is finalized, where appropriate.

We will not apply an arbitrary deduction simply because a customer submits a legitimate return request.

9. Order Cancellations

If you wish to cancel an order before dispatch, contact service@sophistss.com as soon as possible.

We will review the order's current status and advise whether cancellation is still possible. Once an order has been processed or shipped, cancellation may no longer be available through the ordinary order process.

Any applicable statutory cancellation rights remain unaffected.

10. Exchanges

If you would prefer a replacement or exchange rather than a refund, contact our support team.

Exchanges depend on product availability and the circumstances of the request. If an exchange is unavailable, we will explain the alternatives that may be offered.

11. Contact Information

Sophistss is operated by Shanghai Fengmao'an Information Technology Co., Ltd.

Registered Business Address:
No. 799 Ximen Road, Chengqiao Town, Chongming District, Shanghai, China (Chongming Industrial Park).

Email: service@sophistss.com
Phone: +86 21 5612 8966

Customer Service Hours: Monday–Friday, 9:00 AM–6:00 PM China Standard Time (UTC+8).