Returns, Refunds, and Exchanges Policy

1. Conditions for Returns and Exchanges

Under the UK Consumer Rights Act, you may request a return or exchange within 14 working days of receiving the product.

All return or exchange requests must be confirmed by customer service. Returns without confirmation may experience processing delays.

Requests submitted after 14 working days will not be processed.

2. How to Request a Return or Exchange

To request a return or exchange, please provide the following information:

• Order number

• Payment proof

• Reason for return or exchange

• Photos or videos if the product is damaged

Customer service will respond within 3 working days and provide detailed instructions for the return or exchange process.

Once approved, you will receive a prepaid return label (PDF) and shipping instructions.

3. Refunds and Exchanges

• Exchange Processing: Upon receipt of the returned items, we will arrange replacement products according to your request and provide tracking information.

• Refund Processing: After the returned items are confirmed and checked in, refunds will begin processing within 1–3 working days. Refunds will be returned via the original payment method. Bank processing may take 10–15 working days (depending on the bank).

4. Force Majeure

In the event of delivery delays or product damage caused by natural disasters, transportation issues, or other uncontrollable factors, we will coordinate with you to provide an appropriate solution.

5. Data Protection

Personal data collected and processed is solely for handling returns, exchanges, and after-sales services.

All data processing complies strictly with GDPR requirements to ensure data security and confidentiality.

You have the right to access, correct, or delete your personal data at any time.

6. Customer Support

Address: 1380 N MERION WAY #101, FAYETTEVILLE, AR 72704-6413, US

Phone: +1 (781) 698-8264

Email: vente@sofetra.com

Business Hours: Monday to Friday 9:00–12:30 / 14:00–18:00 (CET)