PLEASE NOTE THAT WE DO NOT DO FREE RETURNS, CHARGES APPLY.

We stand behind the quality of our products and want you to be completely satisfied with your purchase. That’s why SOFÉ offers a 30-day money-back guarantee for eligible orders.

How to Request a Return

1. Contact Us First

If you are not completely satisfied with your SOFÉ product, please email our customer care team at support@sofeofficial.com within 30 days of the delivery date. Share your review and request for a return. Items sent back without prior approval will not be accepted.

2. Return Process

Once your return is approved, you will be provided with return instructions, including the return address. Products must be returned in their original packaging using a trackable mail service. A reference ID will be issued to you and must be clearly marked on the outside of your parcel.

3. Inspection & Approval

Once we’ve received and inspected your returned item, we’ll notify you whether your refund has been approved. If approved, your refund will be processed to your original payment method within 10 business days.

Please note:

• Products that show any signs of usage are not eligible for a refund.
• Shipping fees are non-refundable.
• Refunds apply only to the product value.
  If more than 15 business days have passed since your return was approved and you haven’t received your refund, please get in touch at support@sofeofficial.com.

International Return & Refund Policy

“All international” refers to any orders placed and delivered outside of New Zealand.

• All international sales are final.
• Refunds and returns are not available for international orders unless the item arrives damaged.
• Lost or stolen parcels are the customer’s responsibility unless insured shipping was purchased.
• Partial refunds may be considered on a case-by-case basis.

Damages and Issues

Please inspect your order when it arrives and contact us immediately at support@sofeofficial.com if the item is damaged, defective, or incorrect. We’ll evaluate the issue and arrange a replacement if necessary.

Please note we are not liable for damages occurring after delivery or through subsequent use.

Bad Addresses and Failed Deliveries

• If an order cannot be fulfilled due to incorrect or incomplete address details, we will attempt to contact you. If we do not receive a response, we reserve the right to place the order on hold.
• If a package is returned due to the customer being unavailable or incorrect shipping details, the customer may need to cover reshipping costs.
  

Restrictions & Exclusions

• Orders cancelled prior to dispatch are eligible for a full refund.
• If we make a mistake (e.g. wrong item or defective product), we will cover the cost of return shipping.
• We do not refund shipping costs.
• Packages marked as “delivered” cannot be refunded if the customer cannot locate the item. Please contact the shipping carrier for further help.
• Orders shipped to the wrong address due to customer error are non-refundable. Once dispatched, we are unable to redirect parcels or cover costs for changes in transit.