Service Policy
1. Terms of Use
Browsing, placing orders, or making payments constitutes acceptance of this policy. If you do not agree, please stop using the relevant services.
Users must be at least 16 years old or have obtained consent from a guardian.
Registered information must be accurate and complete. Users bear the risk of any issues arising from incorrect information.
Users must keep their account login credentials secure. Any problems caused by improper management are the user’s responsibility.
2. Products and Pricing
We strive to provide accurate product descriptions, but actual products may slightly differ from displayed images.
The prices and quantities shown on the order confirmation page are final.
All amounts include UK Value Added Tax (VAT) at 20%.
Under the DDP (Delivered Duty Paid) model, all fees are included in the final price, and no additional payment is required upon receipt.
For more details, please refer to the VAT and DDP Shipping Policy.
3. Orders and Payment
Once payment is completed, the order enters processing and shipping.
Payments are accepted in British Pounds (£) and support Visa and MasterCard.
Payment processing is handled via platforms compliant with PCI-DSS standards and secured with TLS encryption.
We do not store bank card information.
For detailed information, please see Payment Methods.
4. Shipping and Delivery
Orders are shipped within 3 working days after confirmation.
Estimated delivery time is 8–15 working days, depending on customs clearance and shipping arrangements.
Free shipping is available for orders over £148.91; for lower amounts, shipping costs £8.66.
Shipping services are provided by DHL, FedEx, and UPS, with tracking numbers included.
Any extra costs resulting from incorrect address information are the user’s responsibility.
For more information, please refer to the Shipping Policy.
5. Cancellation and Refunds
Before shipment: Orders can be canceled within 72 hours after payment for a full refund.
After shipment: Orders cannot be canceled, but returns can be requested according to the process.
Once a return is confirmed, refunds are usually processed within 1–3 working days. Bank settlement cycles may result in actual receipt within 10–15 working days (depending on the bank).
Refunds will be returned to the original payment method (Visa or MasterCard).
For more information, please refer to the Order Cancellation Policy.
6. Returns and Exchanges
Under the UK Consumer Rights Act 2015, returns or exchanges can be requested within 14 working days of receipt.
Once approved, a prepaid shipping label (PDF) and instructions will be provided for download.
Please package the items properly and attach the printed label to the outer packaging.
The prepaid shipping label (PDF) is valid for 7 calendar days from issuance and must be handed over to the designated carrier within this period.
After the items are returned, refunds or exchanges will be arranged as appropriate.
For more details, please refer to the Returns, Refunds, and Exchanges Policy.
7. Data Protection and Privacy
We only collect the necessary data to complete orders and provide services (e.g., name, address, payment information).
Data protection is ensured through TLS encryption, access restrictions, and regular audits.
Users may exercise their rights under GDPR to access, correct, or delete their data.
Necessary cookies are used for shopping cart and checkout functionality; analytics and personalization cookies are enabled with consent.
For more details, please refer to the Privacy Policy and Cookie Policy.
8. Governing Law
This policy is governed by UK law.
Any disputes arising from the services that cannot be resolved through negotiation will be handled by UK courts with proper jurisdiction.
9. Contact Information
Address: 1380 N MERION WAY #101, FAYETTEVILLE, AR 72704-6413, US
Phone: +1 (781) 698-8264
Email: vente@sofetra.com
Business Hours: Monday to Friday 9:00–12:30 / 14:00–18:00 (CET)