Refund policy

Thank you for choosing SOTHERA. We are committed to your complete satisfaction and strive to ensure every purchase meets your expectations. We understand that, on occasion, a return may be necessary. Should that happen, please review our return policy below.

Hassle-Free Returns Within 30 Days

If for any reason you are not fully satisfied with your purchase, you may return your item within 30 days of the delivery date. SOTHERA will cover the cost of standard return shipping for eligible products.

To be accepted for return, products must be in “like-new” condition, including all original packaging, components, and accessories. Returns requested after the 30-day period, or items not meeting return conditions, may be declined.

Please note:

We are currently unable to offer product exchanges by mail.

Purchases made through authorized third-party retailers must be returned according to the retailer’s return policy.

  • Personalized items, refurbished products, and items marked as Final Sale are not eligible for return.
  • Items listed as non-returnable on their product pages will not qualify for free returns.
  • Proof of purchase is required; returns without documentation may be denied.
  • Items returned with signs of wear, damage, or missing components may be subject to a partial refund or denied refund based on product condition.
  • Items purchased at SOTHERA-operated retail stores must be returned in-store and are not eligible for online returns.
  • Products that are damaged or defective may be returned in accordance with SOTHERA’s Limited Warranty.

SOTHERA reserves the right to approve or decline any return. In cases of suspected misuse, abuse of policy, or excessive return activity, we may refuse future returns or transactions. These terms may be updated at our discretion without prior notice.

How to Start a Return

Before initiating a return, we invite you to reach out to SOTHERA Customer Care. Our dedicated team is here to assist you, explore possible solutions, and ensure you have the best support experience possible.

📩 [Contact our Customer Service Team here support@sothera.com] for return support or any questions.

After Return Request Is Approved

Once your return request has been authorized, a member of our Customer Care Team will guide you through the process. You will receive:

  • A prepaid return shipping label (valid for 14 days)
  • A Return Authorization Document (must be included inside your return package)

Please follow these steps:

  • Carefully repackage your item in its original box, including all accessories and internal packaging.
  • Include the Return Authorization Document in the package.
  • Ship the package using the provided return label.
  • Keep your tracking information until your return has been fully processed. SOTHERA is not responsible for returns lost in transit.

Return Processing Timeline

  • All returns must be received by SOTHERA within 30 days of the original delivery date.
  • Once your return is marked as delivered, please allow 10–15 business days for your return to be inspected and processed.
  • Refunds will be issued to your original method of payment, excluding any original shipping fees (unless otherwise required by law).
  • Depending on your payment provider, it may take 1–2 billing cycles for the refund to appear on your statement.

We’re Here to Help

Your satisfaction is our priority. If you have any concerns about your product or need further assistance, please don’t hesitate to contact our Customer Care Team. We’re here to make sure you feel supported—every step of the way.

Important: 

If the return is caused by the consumer, consumer should be responsible for the shipping fee. The specific fee should be based on the express company you choose.

If due to our reasons, the goods received are damaged or not correct, and the consumer is not required to bear the shipping fee for this reason.