Returns Refunds and Exchanges Policy

Thank you for shopping on this website.
This policy outlines how return, refund and exchange requests may be handled for orders delivered to Australia. The information below is provided to help you understand the general process and applicable conditions within the Australian legal context.

1. Return and Exchange Overview

Under the Australian Consumer Law ACL, certain rights may apply depending on the nature of the product and the circumstances involved.

In general:

• Requests may be submitted within a reasonable period after receiving the item

• Requests made outside a reasonable timeframe may not be assessed

• All return or exchange requests must be raised with after-sales support in advance

• Items sent back without prior confirmation may experience processing delays or may not be accepted

• Returned items must meet the conditions outlined in this policy

Nothing in this policy is intended to limit rights that may be available under applicable Australian consumer legislation.

2. How to Submit a Request

Request submission

To request a return or exchange, please contact after-sales support and provide:

• The order reference number

• Proof of payment such as a receipt or transaction record

• At least one clear image of the item or relevant video evidence

Confirmation and return instructions

If the request is accepted, return guidance will be provided, which may include:

• A prepaid return label where applicable in PDF format

• Instructions for packaging and shipment

Items must be returned or exchanged within 15 business days, securely packaged and in line with the provided instructions.

3. Return Conditions and Costs

Depending on the circumstances and item condition:

• Certain approved returns may have return shipping arranged at no additional charge

• Returns that fall outside the applicable conditions may require the purchaser to cover related costs

Using the original packaging is recommended where possible to reduce transit-related risks.
Responsibility for costs is assessed on a case-by-case basis, taking into account order details, item condition and the reason for return.

4. Refunds and Exchanges Handling

Exchanges

Once a returned item is received and reviewed, a replacement may be arranged within a reasonable timeframe where conditions allow. Tracking details may be shared when applicable.

Refunds

Approved refunds are typically issued back to the original payment method.
Processing times may vary depending on the payment provider or financial institution involved.

If funds are not visible after a reasonable period, checking directly with the payment provider is recommended. After-sales support can also assist with status verification.

5. Situations That May Not Be Covered

Return refund or exchange requests may not apply in situations including but not limited to:

• Damage resulting from misuse abnormal handling or improper storage

• Requests submitted outside a reasonable return period

• Items returned without prior confirmation

• Products that are no longer suitable for resale

Each request is reviewed based on the actual circumstances.

6. After-Sales Support and Contact Details

For questions relating to returns refunds or exchanges, after-sales support can be reached via:

• Address: 633 Baldwin Ave, North Baldwin, NY 11510

• Phone: +1 (917) 378-3464

• Email: ask@sofimoa.com

• Business hours: Monday to Friday 09:00–12:30 / 14:00–18:00 CET

Requests are reviewed in line with applicable Australian legal principles and this policy framework, with the aim of maintaining a clear and orderly after-sales process.