Refund policy

Return and Cancellation Policy

We want you to be happy with your purchase. This policy explains how cancellations, returns, and refunds work for customers in the European Union / European Economic Area (EU/EEA) and for customers in all other regions.

1. Contact us

If you have any questions about your order, return, cancellation, or refund, please contact us at:

  • Email: sozymodesty@gmail.com
  • Business name: SOZY modesty
  • Return address: Auckland, New Zealand (full address will be provided upon return request)

2. Order cancellations before shipment

If you want to cancel your order, please contact us as soon as possible.

  • If your order has not yet been fulfilled or shipped, we may be able to cancel it and issue a full refund.

  • If your order has already been fulfilled or shipped, it can no longer be canceled, but it may still be eligible for return under this policy.

3. Standard returns

You may request a return within 14 days of delivery.

To be eligible for a return:

  • the item must be in its original condition

  • the item must be unused or unworn

  • the item must include original packaging where possible

  • you must provide proof of purchase, such as your order number or confirmation email

We reserve the right to refuse returns that do not meet these conditions, except where consumer protection law provides otherwise.

4. Items not eligible for return

The following items are not eligible for return unless required by law or unless they arrive faulty, damaged, or not as described:

  • Nail polish & undercaps due to hygiene reasons

5. EU/EEA customers: right of withdrawal

If you are a consumer in the EU/EEA, you may have a legal right of withdrawal.

This means that, for most online purchases, you can cancel your order within 14 days from the day you or a person you nominate receives the goods, without giving a reason.

To exercise this right, you must clearly inform us of your decision to cancel within that 14-day period by contacting us at sozymodesty@gmail.com

If you exercise your right of withdrawal:

  • you must return the goods to us without undue delay and no later than 14 days after informing us of your cancellation

  • we will refund all payments received for the items covered by the withdrawal

  • we may reduce your refund if the value of the goods has been diminished by handling beyond what is necessary to inspect them

Exceptions may apply to certain products, including:

  • Nail polish and undercaps due to hygiene issues

    6. Faulty, damaged, or incorrect items

If your item arrives damaged, faulty, or incorrect, please contact us within 14 days of delivery.

If an item is faulty or not as described, you may be entitled to a repair, replacement, refund, or other remedy under applicable consumer law.

For customers in the EU/EEA, this includes legal rights relating to the conformity of goods.

7. Return shipping costs

  • If you are returning an item because you changed your mind, customer pays return shipping

  • If the item is faulty, damaged, or incorrect, we will cover the return shipping cost or reimburse reasonable return shipping costs

If any original shipping fees, duties, taxes, or customs charges are non-refundable, this will be made clear at the time of return review where permitted by law.

8. How to start a return

To request a return, please contact us at sozymodesty@gmail.com and include:

  • your order number

  • the item(s) you want to return

  • the reason for the return

  • photos, if the item is damaged or faulty

If your return is approved, we’ll send you instructions for how and where to send your item.

Returns sent back without first contacting us may be delayed or refused.

9. Refunds

Once we receive and inspect your return, we’ll let you know whether your refund has been approved.

If approved:

  • refunds are issued to your original payment method, unless otherwise agreed

  • please allow 5–10 business days after approval for the refund to appear, depending on your bank or payment provider

If you haven’t received your refund within a reasonable time, contact us at sozymodesty@gmail.com

10. Shipping, delivery, duties, and customs

We aim to provide clear shipping and delivery information before you complete your purchase.

Where applicable:

  • estimated delivery times are shown at checkout or on our store

  • customers are responsible for any import duties, customs charges, or taxes unless otherwise stated

  • if we ship from a different country or use a third-party fulfillment partner, shipping times may vary

11. Policy updates

We may update this policy from time to time. The version published on our store at the time of your purchase will apply to your order unless a legal update requires otherwise.