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30-Day Return Policy

We offer a 30-day return policy, allowing you to request a return within 30 days of receiving your item. Please note that we do not accept return or refund requests for items that are still in transit.

To be eligible for a return, your item must be in the same condition as when you received it—unworn, unused, with tags, and in its original packaging. A receipt or proof of purchase is also required.

We will send you a return shipping label with instructions on how and where to send your package. Merchandise returned to us without a prior return request will not be accepted.

To initiate a return, please contact us at info@sofolight.com.

Common Return Reasons:

1. If the product has a quality issue or was damaged during shipping.
2. The customer decides they don't like the product or no longer needs it.

We are confident that you'll love your sofolight.com purchase, but if for any reason you are not satisfied, contact us through our "Contact" page or reply to our shipping confirmation email, and we’ll make things right.

Damages and Issues

We understand how frustrating it can be to receive a damaged, defective, or incorrect product. If this happens, please contact us immediately with your order details, and we’ll resolve the issue as quickly as possible. Free returns and exchanges are available for damaged or faulty items. It's your responsibility to check the products upon receipt to ensure they have arrived safely. If an item is found damaged or faulty, it may need to be returned so we can send out a replacement. You must notify us within 48 hours of delivery for any damage claims. Claims outside this 48-hour window will not be covered.

Partial/Full Refund & Replacement Eligibility:

1. Products are damaged due to transportation or quality problems, and the product is not yet in use and complies with our 30-day refund policy.
2. Any product that is not delivered to the customer for shipping reasons and is returned to the sender
3. Any product not delivered to the customer within 90 days of the order
These cases are eligible for a partial or full refund or replacement.

Non-Refundable Items:

1. Products that don't meet the 30-day return policy.
2. Purchases over $5,000. ( including $5,000)
3. Customized products made to the customer's specifications.
4. Misunderstanding of product information
For products that are not eligible for return, if the customer still wants to return the product. Shipping charges are non-refundable, Customers bear their own shipping costs, and up to 70% of the cost plus a service fee may be deducted from the refund.

Unregistered packages will be rejected.

While we strive for accurate product descriptions, variations may occur. We encourage customers to ask questions to ensure the products meet expectations. Our customer service team is here to help.

Order Cancellation

Orders can only be canceled within 24 hours of confirmation. After this period, refunds cannot be provided. (If the order has not yet shipped, it may still be canceled, so please contact us if you have not received a shipping confirmation.)

Returns Process

1. Review the Refund Policy
Read the refund policy carefully to determine if your situation qualifies.

2. Submit a Return Request
Email your return request to info@sofolight.com, stating your reason for the return.

3. Refund Confirmation
We’ll confirm the refund amount based on your reason and the items in your order.

4. Return Instructions
If a refund, exchange, or return is approved, we’ll provide specific return shipping instructions. Returns sent without following our instructions may not be eligible for a refund.

5. Shipping the Item
Ship the item at your expense. We do not cover return shipping or provide pre-paid labels. Please include a printed copy of your order confirmation in the return package.

6. Notify Us
Once you’ve shipped the item, notify us via email and provide tracking information if available.

7. Processing Time
We will process your return within 3-5 business days after receiving the item.

Note: Because we have multiple warehouse addresses, we will inform you of the specific address to send your return package based on the details of your order.

European Union 14-Day Cooling Off Period

If your order is shipped to the European Union, you have 14 days to cancel or return your order without any reason. Items must be in the original condition, unworn or unused, with tags, and in the original packaging. Proof of purchase is required.

Refunds

Once approved, your refund will be processed, and a credit will be applied to your original payment method within a few days.

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. If more than 15 business days have passed since we’ve approved your return, please contact us at info@sofolight.com.

Late or Missing Refunds

If you haven’t received your refund yet:

1. Re-check your bank account.
2. Contact your credit card company, as it may take time for the refund to be officially posted.
3. Contact your bank, as there may be processing delays.
If you’ve done all this and still have not received your refund, please reach out to us through our contact page.

We are committed to ensuring that our products meet your consumer rights. If you feel we have not met our legal obligations, please contact us.