Return policy

Return Policy

If for any reason you are not satisfied with the order you have received, we kindly ask you to contact us. At Yara & Sofia Banff, our goal is to ensure that our customers are 100% satisfied with the products they have purchased from our suppliers. If you are unexpectedly not satisfied, please do not hesitate to contact us so that our team can assist you immediately.

How can you return (part of) your order?

If you decide to return products within the 30-day cooling-off period, we will refund the full order amount within five business days after receiving the returned product. Please note that the costs for return shipping cannot be reimbursed.

To return your product or products, please follow the steps below.

First, send an email to info@yaraandsofiabanff.com stating that you wish to return your order or part of it.
Second, wait for a response from our customer service team to confirm whether your return can be accepted.
Third, if your return is approved, carefully and securely package the product, preferably in its original packaging.
Fourth, send the package to the return address provided by our customer service team.
Fifth, inform our customer service of the Track & Trace code.
Once the package has been received and inspected, the order amount for the returned products will be refunded via the original payment method.

Products that cannot be returned

The following products cannot be returned. Sealed products if the seal has been broken. Products custom-made according to the consumer’s specifications. Products of a personal nature. Products that cannot be returned due to their nature. Due to COVID-19 hygiene measures, products in the categories Beauty, Kids & Baby, and Sport cannot be returned.

Return address

The return address we use is provided by our supplier. Returns must be sent to the following address:
SUPPLIER ADDRESS / OWN ADDRESS

Cancellation of placed orders

Unfortunately, it is not possible to cancel your order. Orders are processed immediately in our system, which makes cancellation no longer possible.

Damaged products upon receipt

We are sorry to hear this. It may happen that a product is damaged during transport. If you have received a damaged or incorrect product, please contact us within 30 days after receipt. After this period, returns are unfortunately no longer possible.

To resolve the issue as quickly as possible, we ask you to send us an email including a photo clearly showing the damaged part of the item. The most effective photos show the damaged area on a flat surface with the label and damage clearly visible. We use this information to assist you with your order and to prevent similar issues in the future.

For damaged products, we offer a one-time replacement package and unfortunately cannot issue a refund. If the product arrives damaged again on the second delivery, we will refund the full purchase amount.

For questions regarding damaged products upon receipt, please contact us at klantenservice@EMAIL.nl.

Manufacturing defects or defects after use

We are sorry for the inconvenience. It may happen that a manufacturing defect occurs after some time, meaning the product or a part no longer meets the standards set by the manufacturer. Please note that wear and tear items are excluded from manufacturing defects or defects. Wear parts include, but are not limited to, drive belts, batteries, brake pads and brake discs, brake linings, brake drums, chains, lights, sprockets, tires and inner tubes, and moving parts in the broadest sense of the word.

For questions regarding manufacturing defects or defects after use, please contact us at info@yaraandsofiabanff.com.

Delivery of incorrect products

We do our utmost to process all orders correctly. However, it may occasionally happen that a mistake is made and you receive an incorrect product. We will of course resolve this issue and send the correct product to you free of charge.

For questions regarding the delivery of incorrect products, please contact us at info@yaraandsofiabanff.com

Delivery in case of absence or delivery to a post office

If a package is delivered to your door or left at a post office, the costs are borne by Yaraandsofiabanff.com. If the package is not accepted or not collected from the post office, it will automatically be returned to the supplier. In such cases, we reserve the right to deduct 100% of the order value from the amount to be refunded.

Product damaged?

We are sorry that your product was damaged during transport. We are happy to offer a free replacement shipment the first time, but we cannot issue a refund. If the product arrives defective for a second time, we will refund the full purchase amount.

Lost package?

If a package is lost or not delivered due to logistical reasons, we will always send a replacement package first before applying our refund and return policy.

Import duties

In some cases, customs may inspect your package upon delivery. Unfortunately, we have no control over legislative changes that have been in effect since July 1, 2021. In certain situations, customs may charge a small amount of import duties. However, in 99% of cases these costs do not apply. If you are charged customs fees, please contact us.