Refund policy

Return and Refund Policy

At Sofa Luz, we aim to provide high-quality, made-to-order products designed for long-term comfort and satisfaction. Please review our return and refund terms carefully before placing your order.

1. Made-to-Order Products

• All Sofa Luz products are made to order specifically for each customer.
• Once production has started, orders cannot be cancelled or modified.
• By placing an order, you acknowledge and accept this condition.

2. Return Eligibility

• Returns are accepted only for items that arrive damaged, defective, or incorrect.
• You must notify us within 48 hours of delivery with clear photos of the issue.
• Items must be unused and in original packaging to qualify for return.
• Products that have been assembled, used, or altered are not eligible for return.
• We do not accept returns for change of mind or personal preference.

3. Return Process

• Please contact us at business@sofaluz.com with your order number and photos.
• If your request is approved, we will provide return instructions.
• Return shipping costs are the responsibility of the customer, unless the issue is confirmed as a defect or error on our side.

4. Refunds

• Refunds are processed after the returned item is received and inspected.
• Approved refunds will be issued within 7–10 business days.
• Original shipping costs and any customs-related charges are generally non-refundable.

5. Delivery & Delays

• Delivery times are estimates and may vary due to logistics or customs processes.
• Delays do not qualify for cancellation or refund.
• If a shipment is officially confirmed as lost by the carrier, we will provide a replacement or refund.

6. Refused or Returned Shipments

• If a shipment is refused or returned due to customer-related reasons (such as unpaid customs or unavailability), any applicable refund may be reduced by shipping and handling costs.

7. Agreement

• By placing an order, you confirm that you have read and agreed to this policy.

Return Address

Kayseri OSB, 8. Street
No: 67 38070 Melikgazi/Kayseri

Contact

For any questions, please contact us at business@sofaluz.com before placing your order.