Customers may request a return or exchange within 35 calendar days from the date the order is received.
Requests submitted after this period cannot be processed.
To be eligible for a return or exchange, the following conditions must be met:
The item must be in its original condition, unused, and free from damage caused by improper handling.
The item must be returned in its original packaging, including all accessories, instructions, and any tags originally provided.
Items made to order or customised according to customer specifications are not eligible for return or exchange.
Products damaged due to misuse, incorrect installation, or lack of proper maintenance are not eligible for return.
We reserve the right to refuse any return or exchange that does not meet the above conditions.
To initiate a return request, customers must follow the steps below:
Contact our customer support team and provide the order number and reason for return.
Once the request has been reviewed, further instructions will be provided.
A return shipping label is included inside the parcel received by the customer and may be used directly for returning the item.
Attach the provided return label to the package being returned.
Return the item preferably in its original packaging with all included accessories.
Using a trackable shipping service is recommended.
If the return is not due to an incorrect item or a faulty product, return shipping costs remain the responsibility of the customer.
If the return is due to a delivery error, damaged item, or non-conforming product, return shipping costs will be covered by us.
If customers wish to exchange an item for a different model or variant:
Complete the return process following the steps above.
Place a new order on our website for the desired item.
This process ensures stock availability, pricing transparency, and faster order handling.
Once the returned item has been received and inspected, customers will be notified of the outcome.
If the return is approved:
Refunds will be issued using the same payment method originally used, unless otherwise agreed.
Refund processing typically takes 1–5 business days after the returned item has been verified.
The actual time for funds to appear may vary depending on the bank or payment provider.
If an item is damaged or incorrect, customers must contact customer support within 7 days of delivery and provide clear photos of the item and, where possible, the packaging.
After review, we will arrange:
Collection of the item or provide return instructions, and Dispatch of a replacement item at no additional cost.
If a replacement item is unavailable, a full refund will be issued.
Returns or exchanges are not accepted for:
Custom-made or personalised items.
Other cases excluded under applicable Australian regulations.
We may update this policy to improve internal procedures or comply with regulatory requirements.
The updated policy becomes effective from the time it is published on our website and applies to orders placed thereafter.
For enquiries regarding returns, exchanges, or refunds, please contact us using the details below.
Address: APT BLK 673C JURONG WEST STREET 65 #02-36, SINGAPORE 643673, SINGAPORE
Phone: +65 (909) 62391
Email: helpdesk@sofagomart.com
Business Hours: Monday to Friday, 8:00 am – 5:00 pm (excluding public holidays)
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