At Sofie Lens, we want you to be fully satisfied with your purchase. This Returns & Refund Policy explains the conditions under which returns and refunds are accepted. By placing an order with us, you agree to the terms outlined below.
Eligibility for Returns
You may request a return within 7 days of receiving your order if the product is defective, damaged, or not as described. To be eligible for a return, the item must be unused, in its original packaging, and in the same condition that you received it.
Non-Returnable Items
Certain items cannot be returned for hygiene and safety reasons, or due to their nature, including:
- Items damaged due to misuse or negligence
- Products not in their original condition or packaging
- Customized or special-order items
Return Process
To initiate a return, please contact us at [email protected] with your order details and a description of the issue. Our support team will review your request and provide return instructions. Please do not return items without prior confirmation.
Refunds
Once your returned item is received and inspected, we will notify you of the approval or rejection of your refund. If approved, the refund will be processed to you in the form of cash at the time of pickup/delivery adjustment, as Sofie Lens only operates with Cash on Delivery. Refunds may take a few days to process depending on your location.
Exchanges
If you receive a defective or incorrect product, you may request an exchange instead of a refund, subject to product availability.
Shipping Costs
Return shipping costs are the responsibility of the customer unless the return is due to an error on our part (e.g., wrong or defective item).
Contact Us
For any questions regarding returns or refunds, please contact us at [email protected].