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Return, Refund, and Exchange Policy

Ⅰ. Introduction

We aim to provide Australian customers with a transparent, clear, and reasonable after-sales process. Please carefully read this policy before submitting any return, refund, or exchange requests.

Ⅱ. Return and Exchange Period

In accordance with Australian Consumer Law (ACL), you are entitled to submit a return, refund, or exchange request within 14 days of receiving your product.

Requests made after this period will not be processed.

Ⅲ. Conditions for Acceptance

  • Appearance Defects: Noticeable wear and tear or visible damage.

  • Quality Issues: Missing parts or damaged packaging.

  • Odor or Discoloration: Unusual smells or significant color differences.

  • Damage During Handling: Product damage that occurred during transportation, assembly, or storage.

  • Product Modification: Items that have been permanently altered or customized.

  • Incorrect Item: Receiving a product that differs from what was ordered.

  • No-Reason Returns: Returns made without needing to provide a specific reason.

Ⅳ. Return Request Process

  • To initiate a return or exchange, contact our after-sales support team and provide the following:

    • Your order number

    • Payment proof (e.g., screenshot or receipt)

    • A clear product photo or relevant video.

  • Approval and Return Instructions

    • Once approved, you will receive a downloadable link for a prepaid shipping label (PDF) along with shipping instructions.

    • Ensure the item is properly packaged and affix the printed label to the package.

    • The prepaid shipping label is valid for 7 days, and you must return the product within this period.

Ⅴ. Return Conditions and Fees

Returns made within 14 days will have their shipping and handling fees covered.

Ⅵ. Refund and Exchange Processing

  • Exchanges: Upon receiving and verifying the product condition, we will send a replacement product immediately, along with a tracking number.

  • Refunds:

    • Once the product is received and verified, a full refund will be processed via the original payment method (Visa, MasterCard).

    • The refund will be credited within 10-15 business days.

    • For any delays, please contact us and provide proof of transaction.

Ⅶ. Contact Information

For more details or inquiries, please reach our after-sales support team.

  • Address: 7650 PANGEA LN APT 102, RALEIGH, NC, 27616-5849

  • Phone: +1(305) 614-4346

  • Email: studio@sofimena.com

  • Service Hours: Monday to Friday, 9 am to 6 pm (Australia/Sydney, AEST/AEDT)