Refund policy
Last updated: 6 October 2026
We want you to be happy with your Sopele order. This Returns & Refunds Policy explains our voluntary 30-day return policy, your statutory consumer rights, and, where applicable, your European Union right of withdrawal.
Nothing in this Policy limits or excludes any mandatory consumer rights available to you under applicable law.
1. Our 30-Day Return Policy
We offer a voluntary 30-day return policy, giving you 30 days from the date the last item in your order is delivered to request a return.
This 30-day return policy is provided in addition to any statutory rights you may have under applicable consumer protection law.
For EU consumers, your statutory 14-day right of withdrawal is explained separately in Section 7 below. During the statutory withdrawal period, your statutory rights take priority over any more restrictive conditions of our voluntary return policy.
2. Eligibility Under Our Voluntary 30-Day Return Policy
For a return made under our voluntary 30-day policy because you changed your mind or no longer want the product, the product must:
- be unused and unopened;
- be in its original packaging; and
- include your order number, receipt or other proof of purchase.
Because Sopele products are skincare and body care products, opened or used products are not eligible for return under our voluntary 30-day change-of-mind policy.
This restriction does not limit any statutory rights you may have, including rights relating to defective, damaged, incorrect or non-conforming products, or any applicable statutory right of withdrawal.
3. How to Request a Return or Cancellation
You can request a return or cancellation through our online return and cancellation function.
Select “EU Right of Withdrawal” in the footer of our website, sign in using the email address associated with your order, select the relevant order and follow the instructions shown.
You may also contact us at:
When contacting us, please provide your order number and identify the product or products concerned.
If you are reporting a damaged, defective or incorrect item, please also provide a description of the issue and, where reasonably possible, photographs that help us investigate it.
For voluntary returns, we will provide you with the applicable return instructions and return address after your request has been reviewed.
Please do not send products to our registered office unless we specifically instruct you to do so. Depending on your country, returns may need to be sent to a designated logistics or returns facility.
This does not prevent an EU consumer from validly exercising the statutory right of withdrawal before receiving return instructions.
4. Cancellations Before Shipment
If your order has not yet been fulfilled, you may submit a cancellation request through our online return and cancellation function.
We will process eligible cancellation requests as quickly as reasonably possible.
Because orders can move through fulfilment quickly, we cannot guarantee that a cancellation request will be completed before an order is dispatched.
If your order has already been dispatched, any applicable return or statutory withdrawal rights remain unaffected.
5. Damaged, Defective, Incorrect or Non-Conforming Products
Please inspect your order after delivery.
If a product:
- arrives damaged;
- is defective;
- is incorrect;
- is missing from your order; or
- otherwise does not conform to your order or applicable legal requirements,
please contact us at hello@sopele.com as soon as reasonably possible.
Include your order number and, where relevant, photographs of the product and packaging so that we can investigate the issue.
Where a product is defective, damaged, incorrect or otherwise non-conforming, we will provide the remedy required under applicable consumer law. Depending on the circumstances, this may include repair, replacement, price reduction, refund or another legally appropriate remedy.
Where required by applicable law, Sopele will bear the reasonable cost of returning defective, damaged, incorrect or non-conforming goods.
Reporting an issue promptly helps us investigate fulfilment or delivery problems, but does not reduce or waive any statutory rights you may have.
6. Items Not Eligible Under Our Voluntary Return Policy
Under our voluntary 30-day return policy, we do not accept change-of-mind returns of:
- opened or used skincare or body care products;
- products that are not in their original packaging;
- gift cards; or
- products expressly identified as final sale, except where applicable law gives you a statutory right to return them.
Products purchased during a promotion, discount or sale are not automatically excluded from statutory consumer rights.
The restrictions in this section apply to our voluntary return policy and do not override mandatory rights provided by law.
7. European Union Right of Withdrawal
If you are a consumer purchasing online in the European Union, you generally have a statutory right to withdraw from your purchase without giving any reason.
For goods, the withdrawal period expires 14 days after the day on which you, or a third party designated by you other than the carrier, acquires physical possession of the goods.
Where multiple goods from one order are delivered separately, the withdrawal period generally begins when you receive the last item.
If the final day of the applicable withdrawal period falls on a non-working day where applicable law provides for an extension, the deadline is extended accordingly.
Your statutory EU right of withdrawal exists independently of Sopele's voluntary 30-day return policy. European Union
How to Exercise Your EU Right of Withdrawal
You may exercise your right of withdrawal in any of the following ways:
1. Online
Use the “EU Right of Withdrawal” link available in the footer of our website.
Sign in using the email address associated with your order, select the relevant order and follow the instructions to submit and confirm your withdrawal request.
When you use the online withdrawal function, we will send you an acknowledgement of receipt on a durable medium, such as email, without undue delay. The acknowledgement will include the content of your withdrawal request and the date and time on which it was submitted.
2. By email
Send an unequivocal statement informing us that you wish to withdraw from the contract to:
Please include sufficient information to identify you and your order.
3. Using the Model Withdrawal Form
You may use the Model Withdrawal Form contained at the end of this Policy.
Use of the Model Withdrawal Form is not mandatory.
It is sufficient that you submit your withdrawal request before the applicable withdrawal period expires.
The electronic withdrawal functionality reflects the EU rules applicable from 19 June 2026, which require an easily accessible online withdrawal function, a confirmation step and an acknowledgement on a durable medium. Eur-Lex
Returning Goods After Withdrawal
After informing us that you are withdrawing from the contract, you must send the relevant goods back without undue delay and, in any event, no later than 14 days after the day on which you informed us of your withdrawal.
We will provide you with the applicable return instructions and return address.
Unless we tell you otherwise, you are responsible for the direct cost of returning the goods.
The return deadline is met if you send the goods before the 14-day return period has expired. Eur-Lex
Hygiene and Sealed Products
EU law provides an exception to the right of withdrawal for sealed goods which are not suitable for return for reasons of health protection or hygiene where the seal has been removed after delivery.
Accordingly, where a Sopele skincare or body care product is supplied with a hygiene, safety or protective seal and the product falls within this legal exception, the statutory right of withdrawal may no longer apply once that seal has been broken or removed.
We will assess the applicability of this exception in accordance with applicable consumer law.
This hygiene exception does not affect your statutory rights where a product is defective, damaged, incorrect or otherwise non-conforming.
Where the hygiene exception does not apply, you may inspect and handle goods only to the extent necessary to establish their nature, characteristics and functioning. You may be responsible for any reduction in value caused by handling beyond what is necessary for that purpose.
Refund Following an EU Withdrawal
If you validly withdraw from the contract, we will reimburse payments received from you as required by applicable law, without undue delay and no later than 14 days after the day on which we are informed of your decision to withdraw.
For sales of goods, we may withhold reimbursement until:
- we have received the goods back; or
- you provide evidence that you have sent the goods back,
whichever occurs first.
Where required by applicable law, the reimbursement will include the cost of the least expensive standard delivery method offered for your original order.
If you chose a more expensive delivery method, such as express or premium delivery, we are not required to reimburse the additional amount above the cost of the least expensive standard delivery option.
We will make the reimbursement using the same payment method used for the original transaction, unless you expressly agree otherwise, and provided that you do not incur fees as a result.
Your bank, card issuer or payment provider may require additional processing time before the refund appears in your account. These reimbursement rules reflect Articles 13 and 14 of the EU Consumer Rights Directive. Eur-Lex
8. Return Shipping Costs
For returns made under our voluntary 30-day return policy because you changed your mind or no longer want the product, you are responsible for arranging and paying for return shipping, unless we expressly tell you otherwise.
For a statutory EU withdrawal, you are also responsible for the direct cost of returning the goods, except where we agree to pay that cost or applicable law requires us to do so.
If a product is defective, damaged, incorrect or otherwise non-conforming, Sopele will cover reasonable return costs where required by applicable law.
Depending on the country and circumstances, we may provide a prepaid return label or another suitable return method.
EU rules allow the consumer to bear the direct cost of a withdrawal return where the consumer was informed of that responsibility beforehand. European Union
9. Refunds Under Our Voluntary 30-Day Return Policy
Once we receive and inspect a return made under our voluntary 30-day policy, we will notify you whether the return has been approved.
If approved, the applicable refund will normally be issued to the original payment method.
Original shipping charges are not refundable for voluntary change-of-mind returns unless we expressly state otherwise or applicable law requires reimbursement.
After we issue your refund, your bank, card issuer or payment provider may require additional time for the refund to appear.
Please contact us at hello@sopele.com if more than 15 business days have passed since we confirmed that your refund was processed and it has still not appeared.
The refund provisions in this Section 9 apply to our voluntary return policy. Statutory EU withdrawals are governed by the rules in Section 7.
10. Exchanges
We do not currently offer direct change-of-mind exchanges through our standard return process.
If you would like a different product, you can:
- request a return of the original product where eligible; and
- place a new order for the product you would like.
This does not affect any statutory right you may have to a replacement or other remedy for defective or non-conforming goods.
11. Statutory Consumer Rights
Nothing in this Returns & Refunds Policy is intended to exclude, restrict or replace mandatory rights available to consumers under applicable law.
Consumers in the European Union benefit from statutory protections in addition to the withdrawal rights described above, including legal rights relating to goods that are faulty or do not conform to the contract.
Where the law applicable to you provides rights that are more favourable than this Policy, those statutory rights will apply.
12. Contact Information
For questions about returns, cancellations, refunds, withdrawals or problems with your order, please contact:
Sopele d.o.o.
Valturska ulica 71
52100 Pula
Croatia
OIB: 09553778283
VAT ID: HR09553778283
Email: hello@sopele.com
Model Withdrawal Form
Complete and return this form only if you wish to withdraw from the contract. You are not required to use this form and may instead exercise your right of withdrawal through our online “EU Right of Withdrawal” function or by sending us another unequivocal statement.
To:
Sopele d.o.o.
Valturska ulica 71
52100 Pula
Croatia
Email: hello@sopele.com
I/We hereby give notice that I/We withdraw from my/our contract of sale of the following goods:
Ordered on / received on:
Order number (optional):
Name of consumer(s):
Address of consumer(s):
Signature of consumer(s):
(only if this form is submitted on paper)
Date: