Refund policy

Returns & Refunds Policy

At Sofz, we want you and your furry friends to be 100% happy with your purchase. If you’re not satisfied, we’re here to help.

1. Return Window

You have 15 days from the date of delivery to request a return. After 15 days, unfortunately, we cannot offer you a refund or exchange.

2. Eligibility for Returns

To be eligible for a return, your item must meet the following criteria:

· Unused & Original Condition: The item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging.

· Hygiene Standards (Crucial for Pets): Due to health and hygiene reasons, products like pet toys (chews/plush), grooming tools (dryers), and carriers cannot be returned if they show signs of use, pet hair, or odor.

· Proof of Purchase: You will need the receipt or proof of purchase.

3. Non-Returnable Items

· Perishable goods (such as pet treats or catnip).

· Personalized or custom-made products.

· Items on Clearance or Final Sale.

4. Return Process

To start a return, please contact us at [Your Support Email].

· If your return is accepted, we will send you instructions on how and where to send your package.

· Note: Items sent back to us without first requesting a return will not be accepted.

· Return Shipping: Customers are responsible for paying their own shipping costs for returning items. Shipping costs are non-refundable.

5. Damaged or Wrong Items

Please inspect your order upon reception. If the item is defective, damaged, or you received the wrong item (e.g., wrong stroller model or toy), contact us immediately so we can evaluate the issue and make it right.

6. Refunds

Once we receive and inspect your return, we will notify you if the refund was approved. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process the refund.

7. Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.