Refund & Return Policy – Sofia Toronto

Last updated: 21-3-2026

If for any reason you are not satisfied with your order, please contact us. At Sofia Toronto, we aim to ensure that all customers are 100% satisfied with the products they purchase. If you are not satisfied with your order, please contact us and our support team will assist you as soon as possible.

Returns

If you decide to return your order within the 30-day reflection period, we will refund the full order amount within five business days after receiving the returned product.

Please note that return shipping costs are not refundable and are the responsibility of the customer.

How to return your order

To return your product(s), please follow these steps:

1. Send an email to info@sofiatoronto.com stating that you want to return your order or part of it.
2. Wait for a response from our customer service to confirm whether your return can be accepted.
3. If your return is accepted, carefully and safely pack the product, preferably in the original packaging.
4. Send the package to the return address provided by our customer service.
5. Provide our customer service with the Track & Trace code.
6. Once the package has been received and inspected, we will refund the returned products via the original payment method.

Non-returnable items

Unfortunately, the following products cannot be returned:

• Sealed products if the seal has been broken
• Custom-made products according to consumer specifications
• Personal items
• Products that cannot be returned due to their nature
• Hygiene-related products once opened

Return Address

Returns must be sent to the return address provided by our customer service after your return request has been approved.

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Order Cancellation

Once an order has been placed, it cannot be cancelled because orders are processed immediately in our system.

Damaged Products on Arrival

If your product arrives damaged or defective, please contact us within 30 days after receiving your order.

To resolve the issue quickly, please send an email to info@sofiatoronto.com including:

• Your order number
• A clear photo of the damaged product
• A photo of the packaging and shipping label

In case of damaged products, we will send a replacement product free of charge.
Refunds are only issued if the replacement product is also defective or unavailable.

Manufacturing Defects After Use

If a product develops a manufacturing defect after use, please contact us at info@sofiatoronto.com with a description and photos of the defect.

Normal wear and tear is not considered a manufacturing defect.

Wrong Product Delivered

If you received the wrong product, please contact us at info@sofiatoronto.com. We will send the correct product free of charge.

Delivery Issues / Not Picked Up Packages

If a package is delivered to your address or to a pickup point and is not accepted or collected, the package may be returned to the supplier. In that case, we reserve the right to deduct the full order amount from the refund.

Damaged Product Policy

If your product is damaged during transport, we will send a replacement product once free of charge. If the replacement product is also damaged, we will refund the full purchase amount.

Lost Packages

If a package is lost or not delivered due to logistical reasons, we will first send a replacement package before issuing a refund.

Import Duties and Customs Fees

In some cases, customs may inspect your package and charge import duties or taxes. These charges are not controlled by us and are the responsibility of the customer. If customs charges occur, please contact us.