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We want every Shop Sofly Vendors order to feel clear after checkout. This page explains when items can be returned, how refund reviews work, and what happens after an approved return reaches us.
Return window
30 days from delivery
Returns and refunds are separate steps. A return request handles eligibility, shipment, and inspection. A refund sends or records the money after the return is approved.
Go to your account order history or track your order using the order number and checkout contact details.
Select the item quantity you want to return and share the reason, notes, and photos when needed.
Our team, and the vendor when applicable, reviews the request against the return window and item condition.
After approval, follow the return instructions. Keep your carrier receipt until the return is closed.
Once received and inspected, eligible refunds are issued to the original payment method or recorded manually.
Delivered physical products requested within 30 days of delivery.
Items in unused, clean, and resaleable condition unless they arrived damaged or defective.
Items with original packaging, tags, accessories, and included documents.
Partial quantities from an order, as long as they have not already been returned or refunded.
Digital goods, services, downloadable products, and gift cards.
Final sale, clearance, customized, or personalized products.
Perishable, hygiene-sensitive, intimate, or opened sealed goods when not defective.
Items damaged by misuse, missing parts, or returned outside the approved window.
Refunds are capped at the remaining refundable order balance. Shipping, taxes, discounts, and fees may be adjusted based on the approved items and the condition received.
Card, PayPal, Razorpay, and Paystack refunds are sent back through the original payment provider when possible.
If only part of an order is returned, the refund may include the item amount, eligible tax, and selected fees.
COD, cash, POS, and manual payments may be handled outside the payment gateway and recorded by the store team.
Refunds and inventory are separate decisions. Items are restocked only after inspection confirms they can be resold.
These are the typical states you may see as the return moves from request review to refund completion.
Your return request has been submitted for review.
The return is accepted and return instructions are provided.
The returned item is on its way back to the store or vendor.
The returned item has arrived and is waiting for inspection.
The approved refund is being prepared or sent to the payment provider.
The refund has been issued or manually recorded.
Start from your order history if you have an account. If you checked out without signing in, use the tracking page with your order number and checkout email or phone.