Return, Exchange, or Refund Policy

1. Return Service and Exchange Limitation

• A return service is available to assist when an item does not meet expectations or arrives with an issue.

• Exchange services are not provided. 

• Furniture items are prepared, allocated, and dispatched through coordinated fulfilment processes.

• Offering direct replacements would require repeated handling, which may impact accuracy and delivery schedules. For clarity and efficiency, requests for alternative items are handled through a return and refund, after which a new order may be placed if required.

Returns may be accepted in circumstances including a change of mind, verified product faults, missing components, or damage sustained during transit, provided all conditions outlined in this policy are satisfied.

2. Refund Eligibility and Order Cancellation

• Orders may be cancelled within 40 hours of successful payment, provided the order has not yet been dispatched. Requests submitted after this period, or once dispatch has occurred, cannot be cancelled.

• After delivery, customers may submit a return request within 40 days of receiving the order. Where the returned item meets the refund conditions, a refund will be issued. In cases of incorrect or damaged items, a full or partial refund may apply depending on the assessment outcome.

3. How to Submit a Refund Request

To lodge a return or refund request, please contact us via email, which is the preferred method. Include your order number and a clear explanation of the reason for the request to allow for efficient assessment.

A return shipping label is included inside the parcel at the time of delivery. Customers will find the return consignment label enclosed with their order. Once a request is approved, this label must be used to return the item in accordance with the provided instructions.

4. Review Process, and Refund Handling

Each return or refund request is reviewed based on the information provided, order status, and compliance with this policy. Once the returned item is received and verified, refunds are processed within 1–8 business days using the original payment method. The time for funds to appear in your account may vary depending on your bank or card issuer.

5. Return Conditions and Exclusions

Items returned due to a change of mind must meet all return conditions. Products that show signs of misuse, unauthorised modification, missing components, or returns submitted outside the stated timeframe are not eligible for a refund.

Where a return is due to a verified product fault or transit damage, return shipping is provided at no cost. 

6. Contact Information

Address: APT BLK 126 SERANGOON NORTH AVENUE 1 #02-73, SINGAPORE 550126, SINGAPORE
Email: getstarted@sofagonest.com
Phone: +65 (814) 94792
Service hours: Monday to Friday, 8:00 am – 4:00 pm. Requests received outside business hours or on Australian public holidays will be handled on the next business day.