Refund policy

At Sophinity, your satisfaction is important to us. We understand that sometimes a product might not be exactly what you expected, or an issue may arise. This policy outlines how we handle returns, refunds, and exchanges.

1. Our Commitment to Quality We stand by the quality of the products we offer. All items sold on Sophinity are expected to be of good quality, free from defects, and reasonably suitable for their intended purpose.

2. 14-Day Customer Satisfaction Returns (Change of Mind) We offer a 14-day return window for most items if you simply change your mind.

  • Return Period: You have 14 calendar days from the date you receive your order to initiate a return for a change of mind.

  • Conditions:

    • The item must be unused, unworn (for clothing), undamaged, and in its original packaging with all tags attached.

    • You, the customer, will be responsible for the direct costs of returning the goods. Original shipping fees are non-refundable.

  • Refund: Upon successful inspection of the returned item(s), we will issue a full refund for the product price within 5 business days to your original payment method.

3. Returns for Defective, Damaged, or Incorrect Items If you receive a product that is defective, damaged in transit, or not what you ordered:

  • You must notify us within 48 hours / 3 business days of receiving the item by contacting our customer service at info@sophinity.co.za.

  • Crucially, to facilitate a quick resolution, we require clear photographic or video evidence of the defect, damage, or incorrect item. Please provide your order number, a detailed description of the issue, and the necessary visual proof.

  • No Return Required for Verified Defects: Due to the nature of our international supply chain and to save you the hassle and cost of international returns, if your claim of a defective, damaged, or incorrect item is verified by the provided photographic or video evidence, you will generally NOT be required to return the item. Instead, we will proceed directly with your chosen resolution (refund or replacement). This allows for a faster and more convenient resolution for you.

  • Resolution: Once your claim and evidence are received and verified by our team, we will process your chosen resolution (replacement or full refund) within 5 business days.

4. Eligibility for All Returns/Claims For any return or claim, please ensure:

  • The claim is initiated within the specified timeframe.

  • For change-of-mind returns: the item is in its original, resaleable condition with all original packaging, tags, and accessories included.

  • For defective claims: clear proof (photos/video) is provided.

  • Proof of purchase (order number) is provided.

5. Non-Returnable Items (Unless Defective) For hygiene, safety, or logistical reasons, certain items may not be eligible for return for change of mind or outside of the general return window, unless they are defective or damaged upon arrival and proof is provided. These may include:

  • Underwear, swimwear, earrings if unsealed, particularly if open

  • Opened in-ear headphones, personalized items, digital software codes

  • Gift cards are non-refundable.

  • Sale or clearance items may be marked as final sale (this will be clearly indicated on the product page).

6. How to Initiate a Return or Claim:

  1. Contact us at info@sophinity.co.za or through our within the specified timeframe.

  2. Provide your order number, the item(s) you wish to return/claim, and the reason for the return/claim.

  3. For defective/damaged/incorrect items, you MUST include clear photographs or videos of the issue.

  4. Our customer service team will review your request and provide you with further instructions or confirm the resolution.

7. Refunds (General Information)

  • Refunds will be processed to the original method of payment. Please allow 5 business days for the refund to reflect in your account, depending on your bank or payment provider.

  • If you haven't received a refund within the specified timeframe, please check your bank account again, then contact your credit card company or bank. If the issue persists, contact us for assistance.

8. Exchanges If you wish to exchange a non-defective item (e.g., for a different size or color), please follow the 14-day return process for the original item (customer pays return shipping) and then place a new order for the desired item. Exchanges are subject to stock availability.

9. Contact Us If you have any questions about our Refund Policy, please contact us at info@sophinity.co.za.