Refund policy

Return and Refund Policy

Last updated: September 22, 2026


We want you to be completely confident in your purchase. This policy sets out your return, cancellation, and refund rights, aligning our shop rules with our official Terms and Conditions, US legal guidelines, UK consumer law, and European Union statutory protections.

Summary of Return Conditions for Google Merchant Center

  • Return Window: 14 calendar days from the date of physical receipt.

  • Item Acceptable Condition: Unopened, unused, in original packaging with all factory hygiene seals intact.

  • Restocking Fee: (No restocking fees apply).

  • Return Shipping Cost: Borne by the customer for change-of-mind/discretionary returns; covered by SOPHISTANCE Beauty in cases of defective, damaged, or incorrect items.

  • Refund Processing Time: Within 14 calendar days from receipt of returned items or proof of dispatch.


Statutory Cancellation Rights (EU and UK Consumers)

If you are a Consumer habitually residing in the European Union or the United Kingdom:

  1. 14-Day Right of Withdrawal / Right to Cancel: You have the legal right to cancel and withdraw from your purchase contract within 14 calendar days without giving any reason.

  2. Cooling-off Timeline: The withdrawal period expires 14 days after the day on which you (or a third party designated by you, other than the carrier) acquire physical possession of the goods. If multiple items from the same order are delivered separately, the period expires 14 days after possession of the last piece.

  3. Hygiene and Health Protection Exception: Under EU Directive 2011/83/EU (Article 16(e)) and UK Consumer Contracts Regulations 2013, the right of withdrawal strictly does not apply to cosmetic and skincare products that are sealed for health protection or hygiene reasons and have been unsealed after delivery. Any item whose outer protective seal, box seal, or bottle cap seal has been broken or removed cannot be returned for a discretionary refund.

  4. Method of Notice: To exercise your statutory right, you must notify us before the 14-day period expires by sending an unambiguous written statement to customer.sophistance@sd-i.co.jp or privacy@sophistance.beauty. You may use the model withdrawal form provided in our main Terms and Conditions.

  5. Returning the Product: You must ship the items back to us without undue delay and no later than 14 days from communicating your decision to cancel. The customer bears the direct cost of return shipping.

  6. Statutory Reimbursement: Upon receiving the returned goods (or valid proof that they were dispatched), we will refund all payments received from you, including the initial standard delivery fee. If you chose an express or non-standard delivery tier, the supplementary cost above our least expensive standard delivery will not be refunded.


Standard Return Policy (US and International Orders)


For customers located outside the EU and UK (including the United States):

  • Return Request Window: You may request a return within 14 calendar days of receiving your package.

  • Eligible Items: Only items purchased directly via sophistance.beauty are eligible. Items purchased through third-party retailers or distributors must be resolved directly with that retailer.

  • Condition Requirements: Due to the personal care nature of cosmetic formulas, items must be unopened, unused, untampered with, and kept inside original packaging with original tamper-evident seals intact. Any product opened, tested, or handled beyond what is strictly necessary to inspect its condition cannot be accepted for return.

  • Value Sets and Bundles: Promotional bundles, duo sets, or value kits must be returned in their entirety. Individual components of a bundle cannot be accepted for partial return or credit.

  • Return Shipping Costs: Return shipping fees and international postage back to our warehouse in Tokyo, Japan are the responsibility of the customer.


Defective, Damaged, or Incorrect Items (Guarantee of Conformity)


We take product quality seriously and package every order carefully.

  1. Reporting: If your package arrives defective, damaged during transit, or if you receive an incorrect product, contact us immediately at customer.sophistance@sd-i.co.jp within 48 hours of delivery. Please include your order number and clear photographs of the defect or damage.

  2. Resolution: Once verified, we will arrange a complimentary replacement or issue a full refund, including original shipping charges. For defective or wrong items, SOPHISTANCE will provide a prepaid return shipping label or reimburse pre-agreed carrier costs.

  3. EU Legal Guarantee of Conformity: For consumers in the European Union, goods are covered by a minimum 2-year statutory guarantee of conformity under applicable EU consumer law, ensuring remedies if a product is faulty or not as described.


How to Initiate a Return

  1. Request Authorization: Send an email to customer.sophistance@sd-i.co.jp stating your order number, the item(s) you wish to return, and the reason for the return.

  2. Await Instructions: Our support team will review your request and issue return instructions along with a Return Authorization Reference. Items dispatched back to our warehouse without prior written authorization will not be processed.

  3. Package the Item: Securely package the product in its original box and shipping carton to ensure it is not damaged during international transit.

  4. Dispatch to Return Address: Ship your authorized return to our main corporate facility:

    SDI Inc. A-PLACE Ebisuminami 4F 1-15-1 Ebisuminami, Shibuya-ku Tokyo 150-0022, Japan Attention: SOPHISTANCE Customer Support

    We strongly recommend using a tracked, insured courier service, as we cannot take responsibility for items lost or damaged during return transit.


Refunds and Processing Times

  1. Inspection: Once your return arrives at our Tokyo facility, our inspection team verifies the product condition and seal integrity within 3 business days.

  2. Notification: We will send an email confirmation regarding whether your return has been approved or rejected.

  3. Payout Method: Approved refunds are processed back to your original payment method. We do not deduct any restocking or processing fees.

  4. Timing: The refund will be initiated without undue delay and in any event within 14 calendar days of our receipt of the goods. Depending on your bank, credit card issuer, or payment provider, it typically takes an additional 3 to 7 business days for the credit to appear on your account statement.

  5. Inquiries: If you have not received your approved refund within 15 business days following approval, please reach out to customer.sophistance@sd-i.co.jp.


Exchanges


We do not offer direct item exchanges. If you wish to switch to a different product, please return your eligible, unopened item for a standard refund and place a fresh order through sophistance.beauty.


Contact Information


For any questions regarding shipping, delivery, or return procedures, please contact us:

  • Business Name: SDI Inc. (SOPHISTANCE Beauty)

  • Physical Address: A-PLACE Ebisuminami 4F, 1-15-1 Ebisuminami, Shibuya-ku, Tokyo 150-0022, Japan

  • Support Email: customer.sophistance@sd-i.co.jp

  • Legal and Privacy Inquiries: privacy@sophistance.beauty