Refund policy

Refund Policy

Effective date: July 3, 2026

Changed your mind, or something isn't right? Send it back within 30 days of delivery for a full refund. Every piece is quality-checked before dispatch, so we can stand behind what we ship. And if we got it wrong, we make it right at our cost. Here's exactly how it works.

1. Your 30-day return window

You have 30 days from the day your order is delivered (as confirmed by tracking) to request a return. If 30 days have passed since delivery, we can unfortunately no longer offer a refund or exchange.

2. Return conditions

To be eligible for a return, your item must be:

• Unworn and unused, in the same condition you received it
• In its original packaging, with all tags attached
• Accompanied by proof of purchase (your order number or confirmation email)

3. How to start a return (RMA required)

Please contact us before sending anything back: returns without prior authorization cannot be processed. You can start a return in either of two ways:

• Email info@sofaine.com with your order number and the reason for the return
• Call us toll-free at +1 (877) 665-2822 (Mon–Fri, 8:00 AM – 4:00 PM EST)

We'll reply within 24–48 hours with your RMA (Return Merchandise Authorization) number and the correct US return address. Please do not send items to our German business address; returns sent there cannot be processed or refunded.

4. Who pays return shipping

• Change of mind: you cover the cost of return shipping. We recommend a trackable service, as we can't refund items lost on the way back.
• Defective, damaged, or wrong item: we cover the return cost. Contact us with a photo and we'll arrange it. You will never pay to return our mistake.

There is no restocking fee ($0) on any return.

5. Your refund

Once your return arrives and passes inspection, we'll refund the full item price to your original payment method within 5–7 business days. Since US shipping is free, there are no outbound shipping charges to deduct or refund: the price you paid is the amount you get back. Depending on your bank or card issuer, it may take a few additional days for the credit to appear on your statement. If more than 10 business days have passed since we confirmed your refund, contact us at info@sofaine.com and we'll trace it.

6. Damaged, defective, or incorrect orders

Please inspect your order on arrival. If an item is defective, damaged in transit, or not what you ordered, contact us within 48 hours of delivery with your order number and a photo. We'll send a replacement or issue a full refund, including all shipping, whichever you prefer.

7. Exchanges

The fastest way to get a different size or color is to return the original item (following the RMA process above) and place a new order for the piece you want once your return is accepted.

8. Non-returnable items

The following cannot be returned: perishable goods, custom or personalized items, personal-care goods, hazardous or flammable materials, and items marked Final Sale. Sale items other than Final Sale follow the normal 30-day policy.

9. EU right of withdrawal

As Sofaine is operated from Germany, consumers may additionally rely on the statutory right of withdrawal under German law: you may withdraw from your purchase contract within 14 days without giving any reason. The withdrawal period is 14 days from the day on which you or a third party named by you (other than the carrier) takes possession of the goods. To exercise this right, inform us (Sofaine, Nils Böhm, Nach dem Stadion 80, 08525 Plauen, Germany; info@sofaine.com; +1 (877) 665-2822) of your decision by an unequivocal statement (e.g. an email). You may use the model withdrawal form below, though it is not obligatory. To meet the deadline, it is sufficient to send your notice before the 14-day period expires. If you withdraw, we shall reimburse all payments received from you, including delivery costs (except additional costs from choosing a non-standard delivery type), without undue delay and no later than 14 days from the day we are informed of your decision, using the same means of payment you used, at no fee to you. We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent them back, whichever is earliest. You bear the direct cost of returning the goods. You are only liable for any diminished value resulting from handling beyond what is necessary to establish the nature, characteristics, and functioning of the goods.

Model withdrawal form (complete and return only if you wish to withdraw from the contract):

— To Sofaine, Nils Böhm, Nach dem Stadion 80, 08525 Plauen, Germany, info@sofaine.com:
— I/We hereby give notice that I/We withdraw from my/our contract of sale of the following goods: [description of goods]
— Ordered on [date] / received on [date]
— Name of consumer(s): [customer name]
— Address of consumer(s): [customer address]
— Signature of consumer(s) (only if this form is notified on paper)
— Date: [date]

Note: our voluntary 30-day return policy above is more generous than the statutory 14-day period and applies alongside it. Whichever works better for you.

10. Questions

Anything unclear? Check the returns section of our FAQ, email info@sofaine.com, or call +1 (877) 665-2822. We respond within 24–48 hours.