REFUND POLICY

RETURNS

SOFINAS team inspect all products sent before shipping to ensure the quality, but if for some reason the product(s) you have received is not what your ordered or in some way faulty, or for any reason you wish to obtain a refund/exchange, simply contact us to arrange return within 14 days of receipt and subject to the terms and conditions* detailed below.

In order for us to be able to process your refund, please calculate the shipping time and make sure that the item(s) reach us before the 14 days of receipt. If 14 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

In the interests of hygiene, we have a strict no refunds/exchange policy on scarves (hijabs) and hijab caps which have been worn/show signs of wear. If you need to try on a hijab/Scarf and/or a Hijab Cap, please only do so if wearing another hijab underneath.

Any item(s) returned with damage caused by the customer (from personal use, wear or insufficient packaging when returning the item(s)) shall be returned to the customer.

Kindly e-mail us at customercare@sofinas.com.au before sending your order for return or exchange. We will guide you on how to proceed. Please quote your order reference number in all correspondence.

The cost and safety of the goods are your responsibility until it reaches us. Ensure you include the original invoice with your parcel and shall you be required to declare the value of the parcel, kindly mention the same value as it is mentioned on the invoiced enclosed to the parcel you have received & clearly stating that the package contains ‘RETURNED GOODS’.


*TERMS & CONDITIONS:

All goods are your responsibility once in your possession, so please handle all goods with extreme care and ensure that you send the package by a method which insures the value of the goods, as well as retaining your proof of postage. All goods must be returned in their original packaging (Mailing bag, Gift Boxes, etc). If the goods do not reach us within 14 days of receipt, we reserve the right not to process your return. In order to process a refund, the goods must be returned to us intact, unworn, undamaged and within 14 days of receipt of goods.

When trying on items of clothing, please ensure do not use unnecessary force and ensure you are not wearing perfume / aftershave or a deodorant which may leave a scent or marks on the item. We will be unable to accept the return of any item where there is evidence that these instructions have not been followed.

Any item(s) returned with damage caused by the customer (from personal use, alteration or insufficient packaging when returning the item(s)) shall be returned to the customer. Any fees which SOFINAS shall incur by returning the damaged items/items not in their original saleable condition, to the sender must be settled prior to any further action being taken (fees will vary depending on the location of the sender and will be confirmed prior to goods being sent). This can either be done by deducting the return postage fee from any eligible refund money due or an additional payment can be made (liaison shall take place with our team via email correspondence should such a situation arise).

PRODUCTS 
Please consider that buying products over the Internet provides a different shopping experience to buying in-store. We have made every effort to display as accurately as possible the colours of our products.

However, as the actual colours you see will depend on your monitor settings, we cannot guarantee that your monitor's display of any colour will accurately reflect the colour of the product on delivery and we cannot be held responsible for differences which appear as a result of the aforementioned point. All measurements are approximate,  but every effort is made to ensure they are as accurate as possible. Unless otherwise stated, sizes indicated are AU sizes. Please refer to the Size Guide for clarification.

We will take all reasonable care to ensure that all details, descriptions and prices of products appearing on the website are correct at the time when the relevant information is entered onto the system.

Please also note due to the nature of manufacturing, all lengths stated are approximate and variations of/up to 1 inch may occur.

However, if we discover an error in the price of any goods that you have ordered, we will inform you of this as soon as possible and give you the option of reconfirming your order at the correct price or cancelling it. If we are unable to contact you we will treat the order as cancelled. If you cancel, and you have already paid for the goods, you will receive a full refund. 

REFUNDS

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

LATE OR MISSING REFUND 
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at customercare@sofinas.com.au

SALE ITEMS 
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

EXCHANGES 
We will replace items if they are defective or damaged, and if for some reason you had ordered a wrong size. If you need to exchange it, send us an email at customercare@sofinas.com.au to arrange exchanges.

GIFTS
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.

SHIPPING
To return your product, you should mail your product to the address that we had given you on the email correspondence.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.