Refund policy
REFUND POLICY
Sofia Singapore
RETURNS ARE NOT FREE — SHIPPING COSTS APPLY
RETURN POLICY
Can I return my order?
Yes, you can. If you are not satisfied with the items you ordered, you have the option to return them within 30 days of receipt. For a return to be accepted, the order must meet all of the following conditions:
- The order still contains all appropriate parts and components, and the packaging arrived exactly as the product was shipped.
- Normal handling of the product is evident. Damage resulting from careless handling is excluded.
- Products for which hygiene is important have been properly cleaned before starting the return process.
- Any product defect was reported immediately upon receipt.
- We reserve the right to charge the customer for return shipping costs.
- The return will be processed within 7 business days. If the conditions are met, it will be officially confirmed within this period.
We reserve the right to refuse returned items if we suspect they have been used or damaged through no fault of our own.
HOW TO RETURN YOUR ORDER
If your order meets the conditions above, follow the steps below to start the return process:
1. Email Send an email to: contact@sofia-singapore.com with the subject "Return Request".
2. Information Make sure the email includes: order number, reason for the return request, a photo of the product in case of damage, customer's full name, and customer's address.
3. Wait We will contact you and provide the correct return address. Do not send the product back to the sender — wait for the return address we will send you.
4. Shipping The customer is responsible for the shipping costs of returning the product to our central warehouse in Asia.
NEVER send a return to the sender's address — always wait for the return address we provide.
A. CANCELLATION CONDITIONS — RIGHT OF WITHDRAWAL
Where applicable, consumers who are private individuals purchasing for personal, non-business purposes may have a right of withdrawal in accordance with the following provisions.
Withdrawal Period
Withdrawal Period: 14 days from the day the customer or a third party named by the customer received the last of the products
As we operate a fully automated fulfillment system, orders are processed immediately after being placed. For this reason, it is not possible to interrupt the shipping process before delivery. A refund is not possible after receipt of the products without them being returned.
To exercise your right of withdrawal, you must inform us (Sofia Singapore) by a clear statement (e.g., by email) of your decision to withdraw from this contract. Withdrawal is completed once we receive the returned products. The costs of returning the products are borne by the buyer.
Orders in Transit
As our products are shipped from Asia, longer transit times may occur over which we have no control. If the products are already on their way, cancellation is not possible. Please wait until you receive the products and then return them. You may inform us of your cancellation in advance.
To ensure the fastest possible processing of your return, please send us a shipping confirmation as soon as the product has been returned.
CONSEQUENCES OF WITHDRAWAL
What we refund
- All payments received
- Except additional delivery costs
- Refund within a maximum of 14 days
- Using the same payment method used for the original transaction
What we do NOT refund
- Return shipping costs
- Additional delivery costs (from choosing a more expensive shipping method)
- Damage caused by improper handling
The refund is processed after receipt and inspection of the products.
ALL RETURNS WILL BE SHIPPED TO OUR CENTRAL WAREHOUSE IN ASIA AT THE CUSTOMER'S EXPENSE.
Contact details:
Sofia Singapore Website: sofia-singapore.com Email: contact@sofia-singapore.com Address: Unit 1603, 16/F, The L. Plaza, 367–375 Queen's Road Central, Sheung Wan, Hong Kong