Refund policy

How to Request a Return or Refund

1. Contact us
Email sombellaheadquarters@gmail.com within 30 days of receiving your order.

2. Tell us about your order
Include your order number and you may briefly explain why you would like to return the product. Please include clear photos as well.
Note: The right of withdrawal allows you to return a product within 14 days of its delivery without giving a reason, but it would help us serve you better in the future if we understand what went wrong.

3. Wait for authorization
Our team will review the timeframe of your order and provide you the return shipping instructions. Please don't ship back the product before authorization.

4. Send your return
Return the product in its original packaging and hygiene seal intact. Return shipping costs are the customer's responsibility. We recommend using a trackable shipping service.

5. Refund
Once we receive the return, we'll inspect to check the hygiene seal and once verified, your refund will be issued to the original payment method. Please allow several business days for the refund to appear, depending on your payment provider.


If you have received damaged, defective, incorrect, or incomplete items, please send an email to sombellaheadquarters@gmail.com as soon as possible so that we can review the issue and assist you.

If you are not satisfied with the received goods, you may return them within 30 days of delivery, provided they are in their original and sellable condition.

PRODUCT CONDITION: 
Our products come with a hygiene seal to safeguard their Authenticity and Cleanliness. To be eligible for returns, the hygiene seal must not be tampered with. We cannot accept returns for product whose hygiene seals have been removed. You may inspect the packaging, in accordance with your rights, as you would in a physical store, but not use the product. The product must remain in its original, sellable condition.

DISCLAIMER:

  • Usage: Please use the product according to the instructions provided on the packaging.

RETURN CONDITIONS:

  • Returned items must have their hygiene seals intact, and should be returned in their original packaging.
  • The customer is responsible for return shipping costs.
  • Please ensure that all returned goods are well packaged to avoid damage during transport.
  • Use a trackable shipping service to return the package, as we cannot be held responsible for goods that are damaged or lost during return transport.
  • All returns must follow our standard return authorization process to ensure your refund is tracked and credited correctly.

CONTACT US:

Have questions about your return? Want to provide feedback? We are happy to help! 

For questions or comments, email us at sombellaheadquarters@gmail.com.

Return Address:

Sombella LTD
128, City Road, London, EC1V 2NX, UNITED KINGDOM
Company Number: 17322360