Refund policy

Before you start a return

Return window: 30 days from delivery
Refund processing: 3 to 10 business days after the returned item is received and inspected
Restocking fee: from 0% to 30%, depending on condition (details below)
Eligible items: unused, uninstalled, in original packaging, in resalable condition
Warranty coverage: 1-year standard manufacturer warranty (see our Warranty page)
Support: hello@sofinahome.com

We want you to love your purchase. If something is not right, we are here to help. This Return Policy explains how returns, exchanges, cancellations and refunds work for purchases made through Sofina Home. It is read together with our Warranty page, which covers defects, damage and warranty claims.

1. Start a return or exchange

Return or exchange requests must be started within 30 days of delivery. To be eligible, items must be unused and uninstalled, returned in their original packaging with all parts and accessories, and in resalable condition as determined on inspection. Products may be tested before final installation as long as they have not been permanently installed, altered or damaged. To start, email hello@sofinahome.com with your order number and the reason for the return.

2. Restocking fees on non-defective returns

5%: returned in excellent condition, unused, uninstalled, in original packaging
15%: returned without original packaging, with missing parts, or showing signs of handling or use
Up to 30%: returned in non-resalable condition through damage, excessive wear, alteration or missing components

Items outside these categories may not be eligible for a refund; where appropriate and permitted by law, store credit may be issued instead. Any restocking fee is disclosed during return authorisation, before you ship.

3. Final sale items

The following are not eligible for return or exchange, except where required by law or where a verified defect is covered under the Warranty page: custom finishes, made-to-order or custom products, cut-to-length items, installed items, open-box items, and any item returned used, damaged, missing parts or not in original packaging. If a final sale item arrives damaged or defective, it is handled as a warranty claim.

4. Return shipping

For standard, non-defective returns the customer pays return shipping and may use any carrier. Return instructions and the return address are sent by email once the return is approved. For defective or warranty-eligible returns, a claim must first be approved under the Warranty page; if approved, we may provide a return label or another resolution depending on the product.

5. Return shipping timeframes

Standard items must be shipped within 5 to 6 business days of approval and received within 15 to 20 days. Large or oversized items must be shipped within 5 to 10 business days and received within 30 days. Returns that miss these timelines may be denied or subject to additional handling or restocking fees.

6. Damage, defects and warranty claims

Items that arrive damaged, defective or not working are handled under the Warranty page, not as standard returns. Remedies may include replacement parts, a replacement product, a partial refund or a full refund, decided on documented evaluation. Prompt reporting with clear photographs or video, including the packaging, is strongly recommended. Sofina Home does not reimburse labour or installation costs connected to returns, exchanges or warranty claims.

7. Packaging

Please keep the original packaging whenever possible. It reduces transit damage and may be required for inspection or a warranty evaluation.

8. Refunds

Once your return is received and inspected, approved refunds are issued within 3 to 10 business days to the original payment method. Original shipping fees are non-refundable unless required by law. Banks and payment providers may take additional time to post the refund.

9. Exchanges

Exchanges follow the same eligibility as returns, or the Warranty page for defective or damaged items. Depending on availability, some exchange requests are processed as a return and a new order.

10. Open-box items

Open-box items are final sale and not eligible for return or refund. If parts are missing, replacement parts may be provided where available.

11. Cancellations

Orders can only be cancelled before shipment. Email hello@sofinahome.com as soon as possible. Once an order has entered processing or shipment, often within 1 to 2 business days, it cannot be cancelled and is handled through the return process if eligible.

12. Refused or unclaimed parcels

If a delivery is refused, unclaimed or returned as undeliverable, any refund is processed after the item is received and inspected, and may be reduced by shipping, restocking or handling costs where permitted by law.