Refund policy
Return and Refund Policy
At sofayra, we want you to feel informed when shopping for furniture for your home. This policy explains how returns, refunds, cancellations, and delivery concerns are handled for orders placed through our store for customers in the United States. It applies to eligible items in an order according to the return window and conditions below.
Return Window
You may request a return within 25 days from the delivery of the last item in your order. If the end of that period falls on a weekend or holiday, the return period is extended. Please contact us within the applicable window so we can review your request and provide return instructions.
The return period applies to items that have been delivered. It does not establish a separate return period for items that have not yet arrived. If your order contains multiple items delivered at different times, the date the last item is delivered is the starting point for the return period.
Item Condition and Return Requests
When asking to return furniture, describe the item and its condition clearly. Include the order number and explain why you are requesting a return. If the request concerns damage, a wrong item, missing parts, or another issue with the delivery, include clear photographs or other relevant details when available so we can understand what happened.
Keep the item and any parts, accessories, and packaging together while your request is being reviewed. Please tell us about the item's use, condition, and any packaging or component concerns. We will review the information and confirm the applicable return instructions. Do not send a return to the business contact address below unless we specifically direct you to use it for that return.
A return request does not itself confirm that a return has been completed or that a refund has been issued. Please wait for our response and follow the instructions provided for your request. This policy does not list any product categories as automatically excluded from return; eligibility is reviewed based on the item and the details of the request.
Return Shipping and Fees
Return shipping is free, and the restocking fee is 0%. We will provide the return shipping directions after reviewing your request. Follow those directions when preparing the furniture for return, and retain any return or shipment confirmation you receive.
For original delivery, orders of $322 or more ship free. Orders below $322 have a $26 shipping charge. These are the store's outbound shipping charges. The treatment of any original shipping charge in a refund depends on the order review; a return request does not guarantee that the original shipping charge will be refunded.
Damage, Incorrect Items, Missing Parts, or Delivery Issues
If your furniture arrives damaged, the item is incorrect, parts are missing, or tracking indicates a delivery problem, contact us by email with your order number and a concise description of the issue. Add photographs or other useful details when relevant. We will review the information and explain the available next steps for your situation. A replacement, parts shipment, exchange, or other outcome is not automatic and will depend on that review.
If an order has not arrived or you are considering refusing a delivery, contact us so we can review the order and delivery status. Refused, delayed, or undelivered orders are handled according to the circumstances; please do not assume that refusal automatically cancels an order or triggers a refund.
Refunds
Once a return has been reviewed and the refund is approved, the refund is issued to the original payment method. Refund processing takes 3 to 5 days. No additional bank or payment-provider posting timeframe is stated here.
The amount refunded is determined after review of the returned item and order. Prices include taxes, and there are no additional charges other than shipping. Any applicable amount for the returned item and any original shipping charge will be considered as part of the refund review. The original shipping charge is not automatically refundable. The 0% restocking fee means no restocking percentage is deducted.
Order Cancellations
An order cancellation may be requested while the item has not yet shipped. Contact us with your order number and cancellation request as soon as possible. Once an item has shipped, the cancellation window shown here has ended; contact us to discuss the appropriate next step for the order. A cancellation request is not confirmed until we respond.
Shipping Information
Our stated shipping time is 7 to 9 business days. Shipping is free for orders of $322 or more, and costs $26 for orders below $322. Prices include taxes; apart from the applicable shipping charge, there are no additional charges.
Contact sofayra
For a return, refund, cancellation, or delivery question, contact us with your order number and the details needed to review your request.
- Store: sofayra
- Address: 唐古61-1ソレイユからこ305 磯城郡田原本町 奈良県 6360226
- Email: shenbo2025@sofayra.com
- Phone: +81 8019250958
- Customer service hours: Monday–Friday, 9:00 AM–5:00 PM EST. Closed on weekends and U.S. public holidays.