Customers may request a return or exchange within 45 calendar days from the date the order is received.
Requests submitted after this period cannot be accepted.
To be eligible for a return or exchange, all of the following conditions must be met:
Our store reserves the right to decline any return or exchange that does not meet the above conditions.
The store doesn’t offer direct exchanges because the goods are handled by external warehouses, stock levels vary, and every return requires quality checks, processing, and separate shipping.
To initiate a return request, customers must follow the steps below:
Contact our store and provide the order number along with the reason for the return.
Once the request has been reviewed, further instructions will be provided if required.
A return shipping label is included inside the parcel at the time of delivery. Customers may use this label directly when returning eligible items.
To return the item:
Attach the provided return label securely to the package.
Return the item, preferably in its original packaging, with all included accessories.
Using a trackable delivery service is recommended to ensure safe return.
If the return is due to a delivery error, damaged item, or non-conforming product, return shipping costs will be covered by our store.
If the return is for any other reason, return shipping costs remain the responsibility of the customer.
If a customer wishes to exchange an item for a different model or variant:
Complete the return process as outlined above.
Place a new order on our website for the desired item.
This approach helps ensure accurate stock availability, clear pricing, and efficient order handling.
Once the returned item has been received and inspected, customers will be notified of the outcome.
If the return is approved:
Refunds will be issued to the original payment method, unless otherwise agreed.
Refunds are processed within 1–4 business days after the returned item has been received and verified.
The time required for funds to appear in the customer’s account may vary depending on the payment provider.
If an item arrives damaged or incorrect, customers must contact our store within 7 days of delivery and provide clear photos of the item and, where possible, the packaging.
After assessment, our store will arrange either:
Collection or return instructions and dispatch of a replacement item at no additional cost, or
A full refund if a replacement item is unavailable.
Returns or exchanges are not accepted for:
Custom-made or personalised items.
Other cases excluded under applicable Australian regulations.
Our store may update this policy from time to time to improve internal procedures or meet regulatory requirements.
Any updates will take effect once published on our website and will apply to orders placed thereafter.
For enquiries related to returns, exchanges, or refunds, please contact our store using the details below:
Address: APT BLK 106B CANBERRA STREET #02-467, SINGAPORE 752106, SINGAPORE
Email: survey@sofagoio.com
Phone: +65 (867) 37419
Business Hours: Monday to Friday, 8:30 am – 3:30 pm (excluding public holidays)
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