Refund policy
Refund Policy
We want you to feel confident shopping with Sofomemory. If you are not completely satisfied with your purchase or if there is any issue with your order, please contact us and we will do our best to resolve the matter appropriately.
Return Window & Eligibility
We have a 14-day return policy, which means you may request a return within 14 days of receiving your package.
To be eligible for a return, the item must be in the same condition as when you received it:
- Unused and unworn
- With all original tags attached, if applicable
- In its original packaging with all included accessories
- Accompanied by a receipt or proof of purchase
Items that do not meet these conditions may not be eligible for return.
How to Start a Return
To request a return, please contact us at sofomemory@gmail.com and provide your order number and the reason for your return.
Please do not send any item back without contacting us and receiving return approval first.
Unauthorized returns may not be accepted, and we are not responsible for any loss or additional costs resulting from items returned without prior authorization.
Once your return request has been approved, we will provide you with detailed return instructions and the correct return address.
Damaged, Defective, or Incorrect Items
Please inspect your order as soon as you receive it.
If your item arrives damaged, defective, or different from what you ordered, please contact us as soon as possible at sofomemory@gmail.com and include:
- Your order number
- A brief description of the issue
- Clear photos showing the problem
After reviewing the information provided, we will offer an appropriate solution, which may include a replacement or refund depending on the circumstances.
For verified damaged, defective, or incorrect items, you will not be responsible for additional shipping costs associated with an approved replacement or return.
Exceptions / Non-Returnable Items
For hygiene, safety, and product-specific reasons, the following items are not eligible for return or exchange:
- Personal items that have been worn or used
- Custom products, including special orders or personalized items
- Gift cards
If any of the above items arrive damaged, defective, or incorrect, these exceptions do not affect any rights or remedies you may have under applicable law.
Return Shipping
Unless the item is confirmed to be damaged, defective, or incorrect, return shipping costs are generally the responsibility of the customer.
Original shipping charges, if any, are generally non-refundable unless required by applicable law or the return is due to an error on our part.
Please contact us before returning any item so that we can provide the correct return instructions and return address.
Order Cancellations & Changes
If you need to cancel or modify your order, please contact us at sofomemory@gmail.com as soon as possible.
We will do our best to accommodate your request.
However, once an order has entered processing or has been shipped, we cannot guarantee that changes or cancellations can be made.
Refunds
Once we receive and inspect your returned item, we will notify you by email whether your refund has been approved.
If approved, the refund will be issued to your original payment method.
After a refund has been issued, your bank, card issuer, PayPal, or other payment provider may require additional processing time before the funds appear in your account.
Please allow up to 10 business days for the refund to be processed by your payment provider.
If more than 15 business days have passed since we confirmed your refund and you still have not received it, please contact us at sofomemory@gmail.com.
Exchanges
If you would like to exchange an eligible item, please contact us at sofomemory@gmail.com before returning the item.
Depending on product availability and the circumstances of your request, we will provide the appropriate instructions.
Contact Us
If you have any questions regarding returns, refunds, exchanges, or your order, please contact us at:
Email: sofomemory@gmail.com
We aim to respond to customer inquiries as soon as possible during business days.