Refund policy

30-Day Easy Returns

At Sofitte, we want you to shop with confidence. If something isn't right with your order, we're here to help make the return process as simple as possible.

Return Policy Overview

• Return Window: You may request a return within 30 days of receiving your order.

• Condition: Items must be unused and undamaged, returned in their original packaging, and accompanied by proof of purchase.

• Easy Returns: Our customer service team will assist you with the return process and provide the necessary return instructions.

Return Costs

For Defective, Damaged or Incorrect Products: No cost to the customer.
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. If the item is confirmed to be defective, damaged during transit, or incorrect, we'll provide a replacement or full refund at no additional cost to you.

For Customer Remorse (Change of Mind): Return shipping costs are the customer's responsibility. This applies if you ordered the wrong product, no longer want the item, or have simply changed your mind. Original shipping costs are non-refundable.

Restocking Fees: No cost. We do not charge restocking fees for approved returns.

How to Return an Item

1. Contact Us: Email our team at hello@sofitte.com with your order number, the reason for your return, and photos if the item is damaged or incorrect.

2. Wait for Approval: We'll review your request and respond within 1–2 business days. If your return is approved, we'll provide your Return Authorization, the correct return address, and return instructions.

3. Pack Your Item: Securely repack the item in its original packaging and include any accessories, tags, or documents that came with the product.

4. Send It Back: Return the package using the shipping instructions provided by our customer service team. We recommend using a tracked shipping service, as we are not responsible for returns lost during transit.

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

Damaged, Defective or Incorrect Items

Please inspect your order upon delivery. If your item arrives damaged, defective, or you receive the wrong product, contact us as soon as possible with your order number and photos of the issue.

If the item is confirmed to be defective, damaged during transit, or incorrect, we'll provide a replacement or full refund at no additional cost to you.

Refund Process

Inspection: Once we receive your returned item, we'll inspect it to ensure it meets our return requirements.

Refund: If your return is approved, your refund will be issued to your original payment method within 7 days after the returned item 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.

Exchanges

We accept exchanges for eligible items within 30 days of delivery. Items must be unused, undamaged, and returned in their original packaging.

To request an exchange, please contact us at hello@sofitte.com with your order number and details of the item you would like to exchange. Our customer service team will provide the return instructions and confirm the available replacement item.

Exchanges are subject to product availability. If the requested replacement is unavailable, we will offer a refund instead.

Return shipping costs for change-of-mind exchanges are the customer's responsibility. If an item is defective, damaged, or incorrect, Sofitte will cover the applicable return shipping costs.

Order Cancellations

Orders may be cancelled before they have been dispatched. Because many orders begin processing shortly after purchase, we recommend contacting us as soon as possible.

If your order has already been dispatched, it cannot be cancelled and must instead follow our Return Policy after delivery.

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

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.

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.

Contact Information

Store Name: Sofitte

Email: hello@sofitte.com 

Contact form: Click Here

Address: 18 Fern St, Surfers Paradise QLD 4217, Australia

Customer Service Hours: Monday–Friday: 9:00 AM–5:00 PM (AEST) / Saturday & Sunday: Closed

Response Time: Our customer service will respond within 24 hours on business days.