Refund policy
Last edited on: 30/05/2026
At Sofenne, we want you to feel assured and at ease when shopping with us. If something isn't quite right with your order, our customer support team will always do their best to help.
This policy explains how returns, refunds, and exchanges are handled for orders placed through our website.
Key Information
Return period: You can return items within 30 days from the delivery date.
Restocking fees: No restocking fees apply.
Return processing time: Returns are inspected and processed within 14 days after being received.
Refund processing time: Once approved, refunds are processed within 5 business days.
Exchanges: Exchanges are accepted under the conditions outlined below.
Order Cancellations
If you need to cancel your order, please contact us as soon as possible at support@sofenne.com.
We will always try to process cancellation requests before an order has been dispatched.
Once an order has been shipped, cancellations are no longer possible. However, you may still request a return in accordance with this policy after delivery.
Exchanges
If you would like to exchange an item, please contact us within 30 days of delivery at support@sofenne.com.
Please include your order number together with details of the item you would like to exchange.
To be eligible for an exchange, items must:
- Be unused and unwashed
- Be returned in their original packaging
- Include all original tags and accessories
Once your request has been reviewed, our customer support team will provide further instructions to help arrange the exchange.
Refunds
Once a returned item has been received, it will be inspected by our team before a refund or exchange is approved.
You will receive an email confirming whether your refund has been approved.
If approved:
- Refunds are issued to the original payment method
- Refunds are processed within 5 business days after approval
Please note that depending on your payment provider or bank, it may take additional time for the refund to appear in your account.
Damaged, Defective or Incorrect Items
If your order arrives damaged, defective, or incorrect, please contact us as soon as possible at support@sofenne.com.
To help us resolve the issue quickly, please include:
- Your order number
- A brief description of the issue
- Clear photos of the item and packaging
Once verified, we will arrange either:
- A replacement item at no additional cost, or
- A full refund to your original payment method
Return Conditions
Returns may be requested within 30 days from the delivery date.
To be eligible for a return, items must:
- Be unused and unwashed
- Be returned in their original packaging
- Include all original tags and accessories intact
Returns requested outside of the return period, or items that do not meet these conditions, may not be accepted.
Certain items are not eligible for return, including:
- Items that have been worn, washed, or damaged after delivery
- Items returned without original tags, accessories, or packaging
Easy 6-Step Return Guide
To qualify for a return, your item(s) must be in new condition and within 30 days of receipt.
Step 1: Contact Our Support Team
Please email support@sofenne.com with:
- Your order number
- The item(s) you would like to return
- The reason for the return
Returns sent without prior approval cannot be processed.
Step 2: Receive your return address
Once your return request has been approved, our customer support team will confirm the return address and provide full return instructions.
The return address is:
Verax Commerce LLC (Sofenne Returns)
205 N Michigan Ave, Suite 810
Chicago, IL 60601
United States
Returns sent without prior approval cannot be processed.
Step 3: Package Your Return Securely
Please ensure returned items are packaged securely to help prevent damage during transit.
Step 4: Send your return
Please note that return shipping costs are your responsibility and return labels are not automatically provided.
If the return is due to an error on our side, such as a damaged, defective, or incorrect item, we will cover the return shipping cost.
Step 5: We'll keep you updated
Our team will notify you once your return has been received and inspected.
Step 6: Your refund is processed
Once approved, your refund will be processed within 5 business days to your original payment method.
Contact Us
If you have any questions about returns, refunds, or exchanges, our customer support team will be happy to assist you.
Our customer support team aims to respond to enquiries within 24 hours during business days.
Business Information
Business name: Verax Commerce LLC (trading as Sofenne)
Website: sofenne.com
Address: 205 N Michigan Ave, Suite 810, Chicago, IL 60601, United States
Company registration number: 2026-001953663
Email: support@sofenne.com
Phone: +44 7353 507 846
Open Contact Form
Customer service: Monday to Friday, 9:00 am – 5:00 pm (GMT/BST)