At Sofanetic, we are committed to your satisfaction with every product you purchase. We stand behind the quality of our products.

Products are sold on a non-return basis unless they are damaged, different from what was ordered, or incorrectly delivered. All returns require prior approval from the company and may be subject to inspection. The return process must follow our guidelines, and a signed return document must be retained as proof.

A re-stocking fee of 15% applies to all returns unless the product is damaged, faulty, or incorrectly delivered. This fee must be paid within 15 days of the month’s end in which the product was replaced.

Eligibility of Return

• Damaged: If the product arrives in a condition that is damaged beyond repair.
• Difference: If the product delivered is different from the original order (wrong SKU).

Not Eligible for Return

• Relocation: Sofanetic is not responsible for any damage during relocation or reassembly of the product.
• Self-Assembly: If the customer assembles the product themselves or uses an unauthorized third party, Sofanetic is not liable for any damage.

Process and Timelines

Step 1: If returning a product, ensure you follow our process to be eligible for a return.

• Company Installed Products: During delivery, make a video of the damaged/different product in the presence of the Sofanetic technician, explaining the return eligibility.
• DIY Products: During delivery, make a video unboxing and assembling the product, pointing out any issues.

Step 2: Submit the video/images and invoice details to customersupport@[your email] or call [phone number]. Our support team will create a ticket and provide a Ticket ID for tracking your return.

Evaluate and Pick-Up

• The return request will be evaluated within 7 working days. An expert visit may be scheduled based on the evaluation.
• The product must be in its original condition and packaging, unused, and free from any damage or stains.
• The return pick-up will be scheduled post-evaluation, and the product must be picked up from the original shipping address.

Other Exclusions:

• Natural Material Characteristics: Variations in wood and leather are natural and expected. Sofanetic is not liable for such variations.
• Tolerance: A tolerance of (+/- 10mm) in dimensions is standard. Differences in comfort due to materials used do not signify a defect.

If a product is refused delivery because it cannot fit into the intended space, the customer is responsible for return costs and a 25% restocking fee.

Note:
The warranty terms are not a guarantee but a limitation of liability for Sofanetic. Specially ordered products may be non-returnable or non-refundable, which will be informed at the time of purchase.