At Sofépilo, we want you to be satisfied with your purchase. If you are not completely satisfied with your order, you may be eligible to return the product and receive a refund, subject to the terms below.
To be eligible for a return:
The return request must be submitted within 14 days of receiving the order.
The product must be unused, in its original condition, and in the original packaging.
The product must include all original accessories, manuals, tags, and other included items.
Proof of purchase or order details may be required.
Products that are used, damaged, altered, or missing original accessories may not be eligible for a return.
If you receive an item that is damaged, defective, or different from what you ordered, please contact us as soon as possible.
Please provide your order number and clear photos or videos of the product and packaging so that we can review the issue and provide an appropriate solution.
Depending on the situation, we may offer a replacement, exchange, or refund.
Certain products may not be eligible for return due to hygiene, safety, or other applicable restrictions.
We will clearly identify any product-specific return restrictions where applicable.
To request a return, please contact our customer support team with:
Order number
Reason for the return
Photos or videos, if applicable
Do not send the product back before receiving return instructions from us. Unauthorized returns may not be accepted.
If the return is due to receiving a defective, damaged, or incorrect product, Sofépilo may cover the applicable return shipping cost.
For returns due to a change of mind or other reasons not related to a product defect or our error, the customer may be responsible for the applicable return shipping costs.
Once the returned product has been received and inspected, we will notify you whether your refund has been approved.
If approved, the refund will be processed to the original payment method. The time required for the refund to appear in your account may vary depending on your payment provider or financial institution.
Shipping or other applicable charges may be non-refundable where permitted by applicable law.
If an item is defective, damaged, or incorrectly supplied, we may offer a replacement or exchange where available. If a replacement is not available, a refund may be provided.
If you wish to cancel an order, please contact us as soon as possible. Cancellation requests can only be accepted if the order has not already been processed or shipped.
If you have any questions regarding returns or refunds, please contact our customer support team and provide your order number so we can assist you efficiently.
Sofépilo reserves the right to review each return request individually and apply the terms of this policy in accordance with applicable laws and regulations.