Return, Exchange, or Refund Policy

1. Returns and Exchange Approach

• We provide a return service to ensure a clear and reliable after-sales process. Exchange services are not offered.

• Furniture items are prepared, stored, and dispatched through a coordinated logistics system, and item substitution would increase handling complexity and extend resolution times.

• To maintain accuracy and reasonable turnaround periods, any request for a different product is handled through a return and refund, followed by placement of a new order if required.

Returns may apply in situations including, but not limited to, change of mind, product faults, missing components, or damage during transit. Returned items must meet the conditions outlined in this policy and be submitted within the applicable return period.

2. Refund Eligibility and Order Cancellation

Orders that have not yet entered the dispatch stage may be cancelled within 24 hours of placement and will receive a full refund.

Orders cancelled after 24 hours, or orders that have already been shipped, cannot be cancelled. In such cases, customers may return the product after delivery provided it meets the return requirements.

• If a product is received damaged, faulty, or incorrect, a full or partial refund may be offered depending on the circumstances.

• Standard returns must be lodged within 20 days of receipt and comply with all return conditions to qualify for a refund.

3. How to Submit a Refund Request

To initiate a return or refund request, please contact us by email as the preferred method. Include your order number and a clear explanation of the request.

• A return shipping label is included inside the parcel at the time of delivery and must be used when returning eligible items.

• All requests are reviewed based on order status, stated reason, and compliance with this policy. If approved, return instructions will apply and the product should be sent back in accordance with the provided guidelines.

4. Return Handling, Fees, and Refund Processing

For discretionary returns, certain charges may be deducted from the refund where applicable. Where a return is due to a confirmed product fault or transit damage, no return freight charges will apply.

Items damaged by the customer, altered, or returned outside the policy conditions are not eligible for a refund.

Once returned goods are received and inspected, refunds are initiated within 1–4 business days via the original payment method. The time required for funds to appear in your account depends on your financial institution or payment provider.

5. Contact Information

Address: APT BLK 986D BUANGKOK CRESCENT #07-104, SINGAPORE 535986, SINGAPORE
Email: procurement@sofamybase.com
Phone: +65 (806) 67524
Service Hours: Monday to Friday, 9:00 am to 4:00 pm. Enquiries received outside business hours or on public holidays will be responded to on the next business day.