Refund policy

At Sofitte, we want you to shop with confidence. If something isn't right with your order, we're here to help.

1. Contact Information

Store Name: Sofitte
Email: hello@sofitte.com 
Contact form: Click Here
Customer Service Hours: Monday–Friday: 9:00 AM–5:00 PM (AEST) / Saturday & Sunday: Closed

We respond to all enquiries within 24 business hours during our business hours.

2. Order Fulfillment & Return Location

Sofitte partners with international warehouses and fulfilment providers. Because of this, the return address may differ from our registered business address.

Once your return has been approved, we'll provide the correct return address. Please do not send returns to our business address unless instructed by our support team.

3. 30-Day Return Period

You may request a return within 30 days of delivery. To be eligible, the item must be unused and undamaged, returned in its original packaging, and accompanied by proof of purchase (order number or receipt). Returns requested after 30 days may not be eligible for a refund.

4. How to Start a Return

To request a return, email hello@sofitte.com with:

  • your order number
  • the reason for your return
  • photos if the item is damaged or incorrect

We'll review your request and respond within 1–2 business days.

If your return is approved, we'll provide:

  • Return Authorization
  • the correct return address
  • return instructions

Please do not send items back without contacting us first. Returns sent without prior approval may not be accepted.

5. Damaged, Defective or Incorrect Items

Please inspect your order upon delivery. If your item arrives damaged, defective, or you receive the wrong product, please contact us as soon as possible with your order number and photos of the issue. We'll assess the situation and arrange an appropriate solution, which may include a replacement or refund.

6. Return Shipping Costs

If the return is due to:

  • a defective product
  • shipping damage
  • receiving the wrong item

we'll cover the reasonable return shipping costs where applicable.

If you're returning an item because you changed your mind, ordered the wrong product, or no longer want it, return shipping costs are your responsibility.

We recommend using a tracked shipping service, as we're not responsible for returns lost during transit.

Restocking Fees: We do not charge restocking fees for approved returns.

7. Refund Processing

Once we receive and inspect your returned item, we'll notify you whether your refund has been approved.

If approved:

  • your refund will be issued to your original payment method
  • refunds are processed within 7 business days after the return has been inspected

Please note that your bank or payment provider may require additional time to process and post the refund.

If you haven't received your refund within 15 business days after approval, please contact us at hello@sofitte.com.

8. Exchanges

We do not offer direct exchanges. The quickest way to receive a different item is to return the original item (once approved) and place a new order.

9. Order Cancellations

Orders may be cancelled within 15 minutes of being placed by contacting us as soon as possible. After this time, orders may already be in processing, and we cannot guarantee that cancellation will be possible. If your order has not yet been dispatched, we'll do our best to accommodate your request. If the order has already been dispatched, it cannot be cancelled and will instead need to follow our Return Policy after delivery.

10. Non-Returnable Items

The following items cannot be returned unless required by applicable law:

  • personalised or custom-made products
  • opened or used hygiene or personal care items
  • gift cards
  • final sale or clearance items (where permitted by law)

11. Consumer Rights

Nothing in this policy limits or excludes any rights you may have under applicable consumer protection laws in your country or region. Where local consumer laws provide rights that differ from this policy, those laws will apply.

12. European Union 14-Day Cooling-Off Period

If your order is shipped to a country within the European Union, you have the right to cancel or return your order within 14 days of delivery without giving a reason.

Returned items must be unused, in their original condition and packaging, and accompanied by proof of purchase.

This right does not apply to products excluded under applicable consumer laws, such as personalised items or sealed hygiene products once opened.