Refund policy
Refund & Return Policy
At SOFOTER, your satisfaction is our priority. We stand behind the quality of our insoles and want you to feel confident in every order. If something isn't right, we're here to help. Please review our return process and policies below.
Our Satisfaction Guarantee
We offer a 30-day satisfaction guarantee. If you are not satisfied with your order, you may request a return or exchange within 30 days of receiving your item, subject to the conditions outlined below.
Common Situations & How We Handle Them
Order Arrived Late If your order arrives later than our promised delivery window (21 days from dispatch), you are eligible for an $8 compensation as a goodwill gesture, while keeping your product. This applies to standard delivery delays and excludes delays caused by carrier disruptions, customs processing, or other events beyond our reasonable control.
Defective or Quality Issues If your product arrives defective or with a manufacturing or quality issue, we will send you a replacement pair free of charge. In the rare event of a recurring issue with the replacement, we will work with you to find the best possible solution.
Parcel Damaged on Arrival If your package arrives damaged, we will send you a replacement pair free of charge (see photo requirements below).
Wrong Item Received If you received the wrong or a missing item, we will either send you the correct item free of charge or cover the return shipping for the incorrect item — your choice.
Wrong Size or Color Ordered You may return or exchange the product. The customer is responsible for the return shipping cost.
Changed Your Mind / No Longer Wanted You may return or exchange the product. The customer is responsible for the return shipping cost.
Other For any situation not listed above, please contact us and we will work with you to find a fair solution.
How to Start a Return
- Contact us at info@sofoter.com within 30 days of receiving your order. Include your order number and the reason for the return.
- Approval & return address — Our team will confirm whether your return is accepted and provide the correct return address. Please note: an approved return will be canceled if we receive no response from you within 14 days of approval.
- Prepare your return — Securely pack the product(s) in the original packaging, including all items and accessories that came with it.
- Ship the return — Send the package to the address provided and share the tracking number with our team.
- Refund processing — Once we receive and inspect your returned item(s), we will process any approved refund within 5 business days to your original payment method. Please allow additional time for your bank or card issuer to post the refund.
Damaged or Defective Products — Photo Requirements
If your product arrived damaged or defective, please:
- Take clear photos of the item on a flat surface, with the defect and product label both visible.
- Email the photos and a short description to info@sofoter.com within 5 days of receiving your order.
We will send a free replacement. In the rare event of a recurring issue with the replacement, we will work with you to find the best possible solution.
Non-Returnable Items
The following cannot be returned:
- Products that are excessively worn, damaged, or show signs of misuse (normal try-on to assess fit and comfort is expected and fine).
- Pre-ordered products.
- Free gifts or promotional items.
Promotional & BOGO Offers: Items purchased during promotional sales (including Buy-One-Get-One offers) may be returned but are limited to a maximum of 3 items per order. This helps us manage inventory and continue offering great deals.
Important Notes
- All returns must be approved before shipping. Unauthorized returns sent without prior approval will not be accepted.
- Please double-check your shipping information at checkout. If you need to correct your address, contact us immediately and we'll do our best to update it before dispatch.
- Our customer support team is available Monday–Friday and will respond as quickly as possible.
Contact: info@sofoter.com
Thank you for choosing SOFOTER. We're committed to making sure you're happy with your purchase.