Return, Exchange, or Refund Policy

1. Scope of Application

This Return and Refund Policy sets out the conditions, timeframes, and procedures for returns and refunds for products purchased through our website. All return and refund activities are handled in accordance with applicable Australian consumer regulations.

2. Return Conditions

The store accepts return requests only.

• Direct product exchanges are not offered. Due to inventory allocation, product specifications, and logistics arrangements across multiple fulfilment locations, immediate replacements cannot be guaranteed.

• Customers may return the received item and, if required, place a new order separately through the website.

3. Timeframes and Eligibility Requirements

Customers may submit a return request within 25 days of receiving their order.

Returned items must meet the following requirements:

• No damage or signs of use

• Original packaging intact

• All accessories, parts, and documentation included

Items that are used, altered, damaged, or returned without original packaging may not be accepted.

A return shipping label is included inside the parcel at the time of delivery, allowing customers to initiate the return process upon receipt.

4. Refund Conditions

Orders that have not yet entered processing or shipment preparation may be cancelled within 24 hours of payment confirmation, with a full refund issued.

If more than 24 hours have passed, or if the order has already been processed or dispatched, refunds can only be issued through the return procedure after the item has been received and inspected.

All refunds are subject to verification of the returned item’s condition.

5. Return and Refund Procedure

To initiate a return or refund request, customers must contact customer support and provide the following information:

• Order number

• Reason for return

• Photos of the item (required in cases of defects or transit damage)

Once the request has been reviewed, confirmation and further instructions will be provided.

The return shipping label included in the original parcel must be used when sending the item back.

After the returned product has been received and inspected, refunds will be processed within 2–6 business days.

6. Return Shipping Costs

If the return is requested for personal reasons, such as a change of preference or incorrect selection, return shipping costs may be deducted from the refund amount.

If the product is faulty or damaged during transit, all return shipping costs will be covered by the store.

All outbound deliveries within Australia are provided with free shipping.

7. Refund Method

Refunds will be issued using the original payment method used for the purchase.

The time required for funds to appear in the customer’s account may vary depending on the policies of the relevant financial institution.

8. Contact Information

For enquiries or to initiate a return or refund request, please contact us using the details below. The contact format is consistent across all policies:

Email: server@sofauphub.com
Phone: +65 (865) 76453
Address: APT BLK 126 HOUGANG AVENUE 1 #04-1522, SINGAPORE 530126, SINGAPORE
Business Hours: Monday to Friday, 9:00 am – 4:00 pm (AEST)
Delivery Area: Australia

Our store is committed to providing a transparent, reliable, and compliant shopping experience aligned with Australian furniture retail standards.