RETURN AND REFUND POLICY

General Return Policy

If you find yourself unsatisfied with a product, you have the option to initiate a return within 30 days of receiving it. However, please be aware that for returns not related to quality issues, you will be responsible for both the return or exchange cost (which entails a restocking fee equivalent to 10% of the purchase price) and the shipping fee. To proceed with a general return, it is essential to retain the original packaging.

Certain conditions must be met for returning an item:
• The item must be in brand-new condition.
• It should remain uninstalled and/or non-assembled.
• No signs of usage should be evident, and all components must remain intact.
• The original tags and packaging must be present.
Please take note that the 30-day return policy pertains to each individual item and is determined based on the delivery time indicated on the carrier's website, not the entire order. We will not accept returns if the item(s) have been marked as delivered more than 30 days prior to the initiation of the return.
Please also be aware that certain items are non-returnable, including:
• Clearance items.
• Customized items.
• Opened bedding materials.
• Items labeled as "Non-Returnable" on the product page.
• Assembled or disassembled products.
• Items lacking original packaging or exhibiting severe damage to the original packaging.
• Unauthorized returns will not qualify for a refund and will be rejected upon delivery to our returns center.

Important Information Before Initiating a General Return:
We kindly request that you refrain from discarding any original packaging or wrapping materials from the received item(s).
When preparing the item for return, ensure that it is packaged in the same manner as when it arrived, adhering to the carrier's requirements. For larger items, you may need to arrange pallet preparation yourself.
Any additional services included in the original order will not be refunded for a general return. This includes services such as doorway drop-off, room of choice drop-off, and white glove delivery.
To assess the condition and eligibility for return, we require at least one full-view picture of the product and the outer box, as well as an image of the internal packing.
For returns not related to quality issues, you will be responsible for both the return or exchange cost (a restocking fee equivalent to 10% of the purchase price) and the shipping fee.

In specific regions, we may offer prepaid return labels, with the return shipping fee deducted upon item return. If a prepaid return shipping label cannot be provided, you will need to arrange the return yourself.

Faulty or Damaged Products:
Upon receiving your purchase, we kindly request that you perform a thorough inspection to identify any missing parts, faults, damage, or discrepancies with the items you received. If you encounter any issues with the product, we urge you to promptly notify us. To expedite the process and assist us in understanding the concern, we encourage you to provide images of the product, its packaging, and any labels on the exterior.
For optimal resolution, we recommend reaching out to our customer service team within 48 hours of receiving your items if any problems are detected. Please be aware that inquiries related to product issues are most effective when initiated within 30 days of receipt, accompanied by the aforementioned images. Inquiries made after this 30-day period may be impacted negatively due to considerations outside the specified timeframe.

Please be advised that unauthorized handyman services for repair purposes will not be covered under our policies.

Supplemental Terms:

Definition of Damaged Items:
Damaged items are products that have sustained damage during the shipping process. To expedite assistance, we kindly request that you report any damaged products to our customer service team within 3 business days of receiving the item. Furthermore, we ask that you refrain from disposing of the damaged item and its packaging. For more detailed instructions, please reach out to us at vip@sokahome.com.
Undeliverable and Refused Packages:

In situations where a delivery attempt proves unsuccessful due to reasons such as refusal, an invalid address, or the absence of a signature, resulting in the need for reshipment or cancellation, please be aware that you will bear responsibility for any additional handling and shipping fees that may arise.

How to Initiate a Return:

To commence the return or exchange process within the 30-day window for product returns and exchanges, we kindly request that you contact our Customer Experience team via email at vip@sokahome.com. When reaching out, please provide your order number for reference, enabling us to assist you effectively. Additionally, include photographs of the product clearly depicting its current condition and any defects it may have.

SOKAHOME's Right to Determine Return Method:
Please be aware that SOKAHOME reserves the right to select the return method and will furnish you with detailed instructions on how to proceed.

Upon the approval of your return request, you will receive an email notification containing comprehensive return instructions and a return sticker. It is essential to refrain from returning the item(s) until you have obtained the return merchandise authorization. Avoid sending the package directly to the address displayed on the website or shipping label, as it does not represent the actual return address. The correct return address will be provided via email, along with the return sticker, following the approval of your return.

Return Process:
Package the Item(s): Ensure that all components are securely packaged in their original packaging.

Ship the Package(s): Utilize a trackable shipping method to send the package. Please furnish us with the tracking number and carrier information. Note that untrackable returns may lead to delays in processing your refund.

Refund Confirmation:
Within 3-5 business days after receiving your item(s), you will receive an email notification confirming the receipt of your return and the commencement of the refund process. The refunded amount will be credited back to the account from which the original payment was made.

Please bear in mind that for credit card payments, it may take up to one billing cycle for the refund to reflect in your account. During the return process, we kindly request that you refrain from initiating a chargeback with your credit card company, as resolving chargeback disputes can be time-consuming. We advise you to exercise patience and allow the return process to proceed smoothly. However, if you encounter any unusual delays, please do not hesitate to contact us for further assistance.

Your satisfaction is our priority, and we are committed to facilitating a seamless return experience for you.