RETURNS & EXCHANGES
The Rise of Sophia (DBA, The Occult Chateau) - Returns Policy

Hey there, wonderful Chateau customers!

We hope you're enjoying your journey to natural wellness and beauty with our handcrafted supplements and cosmetics. We're all about bringing you the best in nature's bounty. However, we understand that sometimes things don't go as planned, and you might have a question about our returns policy. So, here it is, in a nutshell:

Our No Returns Policy Explained:

At The Rise of Sophia, we take pride in offering you high-quality, carefully crafted products that are made with love and attention to detail. Because of the nature of the items we sell—supplements and cosmetics—we have to be strict about our returns policy. Here's why:

Product Integrity:
Your health and safety are our top priorities. Once a product leaves our shelves and enters your hands, we can't guarantee its integrity or purity. We wouldn't want you to receive a product that's been tampered with or mishandled, so we don't accept returns.

Health Regulations:
It's essential to adhere to health and safety regulations, and returning products could compromise those standards. We want to make sure everything you receive from us is fresh and untainted.

Resale Concerns:
Our supplements and cosmetics are packaged with care and consideration for your well-being. Returning these items could potentially lead to reselling them, and we don't want to risk your health or the quality of our products.

What to Do If There's an Issue:
We totally get that sometimes you might receive a damaged product or something that doesn't quite meet your expectations. If that happens, please don't hesitate to reach out to our friendly customer support team. We'll do our best to make things right for you!

Our Commitment to Your Satisfaction:
Even though we can't accept returns, we are committed to ensuring your satisfaction with every purchase. If you have any questions, concerns, or issues with our products, please contact us, and we'll work with you to find a solution.

THE RISE OF SOPHIA - AT FAULT REFUND POLICY

We're dedicated to providing you with top-notch, nature-inspired products that elevate your well-being and beauty routine. While we do our utmost to ensure you're thrilled with every purchase, we understand that sometimes things don't go as planned. That's why we've crafted a clear and fair At Fault Refund Policy to address situations where we may have fallen short. Please take a moment to acquaint yourself with it:

When You're Eligible for a Refund:
We believe in transparency and accountability, which is why we're committed to offering refunds only when we're at fault. Here are the circumstances under which you may be eligible for a refund:

Faulty Products:
If you receive a product that's defective or doesn't function as described, please let us know within 4 days of delivery. We'll investigate the issue and, if it's indeed our fault, we'll gladly provide a refund.

Product Not as Described:
In the rare instance where a product doesn't match its description on our website or packaging, you can request a refund within 4 days of delivery. We'll review the discrepancy and, if it's our oversight, issue a refund.

Items Not Eligible for Refunds:
We aim to be fair and transparent, so please note that the following circumstances do not qualify for refunds:

Personal Preferences:
We understand that everyone's preferences and expectations vary. Therefore, we do not provide refunds simply because you didn't enjoy a product, its scent, taste, or texture, or it didn't deliver the specific results you anticipated.

Books and Digital Items:
We do not offer refunds for books, e-books, or any digital products. Once you've purchased and downloaded these items, they are non-refundable.

Sale Items:
Products purchased at a discounted price during a sale or promotion are not eligible for refunds.

How to Request a Refund:
Should you encounter a situation where you believe you're eligible for a refund based on our criteria above, please contact our customer support team as soon as possible. They'll guide you through the process and ensure your request is handled promptly and fairly.

Rejection of Delivered Orders Policy:

Rejection of Orders Upon Delivery: Rejection of orders upon delivery is not an acceptable return method. Customers who reject orders upon delivery will be subject to a return and restock fee, which varies per order.

+ Return and Restock Fee: The return and restock fee will be deducted from the cost of the item(s) being returned. Customers will receive a store credit for any leftover cost after deducting the restocking fee (excluding handling fees), not a cash refund.

+ Unauthorized Returned Items: If unauthorized returned item(s) show up damaged, we reserve the right to refuse any and all store credit options.

+ Importance of Following Returns Policy: We highly advise customers to obtain permission to return an item and follow our clear returns and refund policy for the best experience.

+ Store Credit Issuance: Store credit will not be issued until the item(s) have been received and evaluated by our returns department. This process may take up to 14 business days.

The Rise of Sophia - No Cancellation Policy:
We appreciate your enthusiasm and trust in our products and services. We'd like to take a moment to address our cancellation policy, which is designed to ensure a seamless shopping experience for you. Please read on to understand how this policy works:

Order Cancellation Timeframe:
Once you've placed an order with us, our system works swiftly to initiate the fulfillment process. We understand that situations can change, and you may need to adjust or cancel your order. However, we kindly request that you do so within the first hour after placing your order.

No Cancellation After One Hour:
After this one-hour window, we regret to inform you that we are unable to accommodate order cancellations. The reason for this is due to the efficiency of our order processing system. Beyond this point, the order is often already in the hands of our trusted fulfillment partners, and attempting to cancel may lead to confusion or even the shipment of the order.

What to Do If You Need Assistance:
If you find yourself in a situation where you need to modify or cancel your order within the first hour, please reach out to our customer support team immediately. They will do their best to assist you promptly.

The Rise of Sophia - Subscription Cancellation Policy:
At The Rise of Sophia, we believe in giving you the freedom to manage your subscription as you see fit. You can cancel your active subscription at any time, no questions asked. We're here to make your experience as hassle-free as possible.

Cancellation Process:
To cancel your subscription, simply access the subscription portal through the shop under "My Subscriptions / My Account" depending on the device you are using. This user-friendly portal allows you to manage your subscription effortlessly.

Important Note on Autofilled Orders:
We want to ensure transparency about our subscription system's functionality. Once a subscription item has been autofilled and your payment has been processed, the order is instantly placed into our system. At this point, we are unable to cancel or refund the order for any reason.

This is because, incurring fees from the subscription platform, we must honor our commitment to deliver your products efficiently and cost-effectively. We appreciate your understanding in this regard.

The Rise of Sophia - Ship Protection Policy
We're committed to ensuring that your orders from The Rise of Sophia reach you safely and securely. To provide added peace of mind, we've partnered with Ship-Safely Ship Protection, an optional shipment insurance provider. Please take a moment to review our Ship Protection Policy:

+ Optional Ship Protection: Ship-Safely Ship Protection offers optional shipment insurance for your orders. This protection covers lost, damaged, or stolen items during transit.

+ Customer Responsibility: If you choose not to opt in for ship protection, The Rise of Sophia is not liable to replace, refund, or take any action to remedy lost, damaged, or stolen items.

+ Making Claims: Customers who opt in for ship protection can contact Ship-Safely directly to make claims for lost, damaged, or stolen items. Ship-Safely is a self-service shipment insurance provider that will handle the claims process on your behalf.

+ Ship-Safely Services: Ship-Safely will automatically re-purchase the damaged item in your order (when available) and promptly re-ship it on your behalf. They provide a seamless and efficient process for resolving shipping-related issues.

+ Customer Support: If you have any questions or need assistance with Ship-Safely Ship Protection, please don't hesitate to contact their customer support team. They're available to assist you with the claims process and address any concerns you may have.

We value your satisfaction and want to ensure that your experience with The Rise of Sophia is positive and hassle-free. Thank you for your understanding of our Ship Protection Policy.

Returns & Exchanges on 'Sacred Living Items' 
The Occult Chateau only offers store credit or exchange on Decor & Wardrobe items if mailed within 14 days of the date it was received. All elixirs in our apothecary, made-to-order and custom products are not returnable.

Sale items are not returnable and are final sale.

Merchandise returned for store credit or exchange must be unworn, unused, and in the same condition with tags still attached (if applicable).

We do not refund any shipping or handling fees related to your purchase or return. Please carefully package the item(s) in their original packing materials.

To request a return, follow this link and click on the order you'd like to return.

You'll then receive an email approving or denying your return according to our policy within 24 business hours. Please be sure to add tracking and insurance to your package. We are not liable for lost returns.

Once your item is received, your return will be processed within 5 business days and you'll receive a confirmation email once processed.

Ship the merchandise prepaid and insured to:
THE OCCULT CHATEAU RETURNS
email us for address : shop@theoccultchateau.com

If you plan to make an exchange, please email us at shop@theoccultchateau.com so we can put the item(s) on hold if needed.

The Occult Chateau will accept your return, upon meeting the criteria above, if mailed within 14 days of the date it was received for an exchange or store credit only.

Questions or Concerns?
If you have any questions or face challenges while managing your subscription or canceling, please don't hesitate to reach out to our dedicated customer support team at sophiacustomerservice@gmail.com. They're here to assist you and address any concerns you may have.

Our Commitment to Your Satisfaction:
The Rise of Sophia is dedicated to your satisfaction and strives to offer only the highest quality products. While we hope you won't encounter any issues, we're here to assist you in the rare event that you do. Rest assured that when we're at fault, we're committed to making it right for you.

Thank you for entrusting us with your wellness and beauty needs. We appreciate your understanding of our policies, and we are here to assist you with any questions or concerns you may have.

Warm regards,
The Rise of Sophia Team, DBA The Occult Chateau