Return & Refund Policy

Sep 13, 2023
14-minute read

We value your satisfaction and want to provide you with a smooth return experience. Please review our general return policy below:

Returns within 30 Days: If dissatisfied with a product, you can initiate a return within 30 days of receiving it. It's essential to note that for returns not related to product quality issues, you will be responsible for the return or exchange cost, which includes a restocking fee equivalent to 10% of the purchase price, as well as the shipping fee.

To proceed with a general return, retaining the original packaging is necessary. For a more comprehensive understanding of the importance of keeping the original packaging, please refer to our article "Why Should I Keep the Original Packaging."

Conditions for Returning an Item: Several conditions must be met when returning an item:

  1. The item must be in brand-new condition.
  2. It should be uninstalled and/or non-assembled.
  3. No signs of usage should be evident, and all components must be intact.
  4. Original tags and packaging must be present.

Please be aware that the 30-day return policy applies to each individual item and is based on the delivery time indicated on the carrier's website rather than the entire order. We cannot accept returns if the item(s) were marked as delivered more than 30 days before initiating the return.

Items That Cannot Be Returned: Certain items are ineligible for returns, including:

  1. Clearance items.
  2. Customized items.
  3. Opened bedding materials.
  4. Items marked as "Non-Returnable" on the product page.
  5. Items without original packaging or with significant damage to the original packaging.

    Unauthorized returns will not qualify for a refund and will be rejected upon arrival at our returns center.

    Important Information Before Initiating a General Return:

    We kindly request that you retain all original packaging and wrapping materials from the received item(s).

    When preparing the item for return, ensure it is packaged in the same manner as when it arrived, adhering to the carrier's requirements. For larger items, you may need to prepare the pallet yourself.

    Please note that any additional services included in the original order, such as doorway drop-off, room of choice drop-off, or white glove delivery, will not be refunded for a general return.

    To assess the condition and eligibility for return, we require at least one full-view picture of the product and the outer box, along with a picture of the internal packaging.

    In cases unrelated to product quality issues, you will be responsible for the return or exchange cost (a restocking fee equivalent to 10% of the purchase price) and the shipping fee. In specific regions, we may provide prepaid return labels, with the return shipping fee deducted upon the item's 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, please conduct a thorough inspection. If you identify any missing parts, faults, damage, or incorrect items, please notify us immediately. In case of any issues with the product, providing images of the product, packaging, and exterior labels will expedite the resolution process.

    We recommend contacting our customer service within 48 hours of receiving your items if you encounter any product issues. Please note that inquiries regarding product issues are best made within 30 days of receipt, accompanied by the aforementioned images. After-sales inquiries made beyond 30 days of receipt may be impacted due to the elapsed time.

    Please be aware that unauthorized handyman services will not be covered for repair fees.

    Supplemental Terms: Damaged items refer to products that have incurred damage during shipping. To assist you efficiently, report any damaged products to customer service within 3 business days of receiving the item. Also, refrain from discarding the damaged item and its packaging. For further details, please contact VIP@sokahome.com.

    Undeliverable and Refused Package: Suppose a delivery attempt fails due to refusal, an invalid address, or lack of a signature, resulting in reshipment or cancellation. In that case, you will be responsible for any additional handling and shipping fees that may arise.

    How to Initiate a Return:Β To initiate the return/exchange process within the 30-day return/exchange window, don't hesitate to contact our Customer Experience team at VIP@sokahome.com with your order number to arrange return/exchange shipping or pick-up. Please include photos of the product, clearly showing its current condition and any defects.

    Upon approval of the return request, you will receive an email notification containing detailed return instructions and a return sticker. Please only return the item(s) once you have obtained the return merchandise authorization. Do not send the package directly to the address listed on the website or shipping label, as it is not the actual return address. The correct return address will be provided via email, along with the return sticker, once your return has been approved.

    1. Package the Item(s): Ensure all parts are included in their original packaging.
    2. Ship Out the Package(s) using a trackable shipping method. Provide us with the tracking number and carrier information. Please note that untrackable returns may cause delays in processing your refund.

    You will receive a notification email within 3-5 business days after we receive your item(s), confirming receipt and the processing of your refund. Refunds will be credited back to the original payment method.

    For credit card payments, it may take up to one billing cycle for the refund to appear in your account. During the return process, please refrain from initiating a chargeback with your credit card company, as resolving chargeback disputes can be time-consuming. We recommend patience and allowing the return process to proceed as necessary. If you encounter unusual delays, don't hesitate to contact us for further assistance. We are here to help.