We understand that sometimes a return or exchange may be needed, and at Sophia Home, we aim to make the process as simple as possible. From eligibility and approvals to available options and store credit, you will find everything clearly explained to ensure a smooth and transparent experience.
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Return
- Returns and exchanges apply only to UAE deliveries. International deliveries are subject to the shipping company’s policies, and Sophia Home is not responsible for return shipping fees to the UAE.
- All return requests are subject to approval, and Sophia Home must assess the product before acceptance.
- If a product delivered outside the UAE is found to be defective due to manufacturing, Sophia Home will offer an exchange. The customer will be responsible for all shipping and delivery fees.
- Sophia Home accepts returns only prior to delivery within 7 days. Returns at the time of delivery are Not allowed.
- After assessment and if the management gave an approval for the return, an additional delivery charge of AED 250 will apply for pickup of UAE orders.
- Returned items can be exchanged or credited as store credit; refunds are not permitted.
Refund
- Sophia Home does not provide refunds.
- Instead, customers will be issued a voucher based on the purchase price of the returned item(s).
- The product has not been delivered.
- The request must be made within 7 days of the purchase date.
- The product does not fall under the exclusion cases stated below.
- The voucher can be used to purchase any Sophia Home products and is valid for 1 year from the date of issuance.
Replacement/Exchange
Goods may be exchanged under the following conditions:
- Items must be in perfect condition.
- The original receipt must be presented.
- For delivered orders, exchange requests must be made within 24 hours of delivery. All exchanges are subject to inspection and approval, and delivery charges may apply.
- For undelivered orders, exchange requests must be made within 7 days from the purchase date.
- Items must be packed and unassembled.
- Customized or pre-ordered items are not eligible for exchange.
- Items that have already been delivered are not eligible for a cash refund.
- If a delivered item is returned due to the customer’s change of mind, and management has approved the return, a delivery charge of AED 250 will be deducted, and the remaining amount will be issued as store credit only.
Note: Exchange or return is allowed only once per invoice.
Exclusions – Exchanges & Returns will Not Be Accepted For:
- Custom-made orders
- Pre-ordered items
- Custom fabric upholstery
- Sophia Hotel Beds
- Sophia Design Your Own Bed
- Curtains
- Wallpapers
- Cut fabrics
- Used goods or items accidentally damaged by the customer
- Bed linens, mattresses, and pillows removed from their original packaging
- Items tagged as “Best Price” or sold as “Sale items” or “Clearance”
- Furniture delivered and assembled in good condition
- Mattress
- Carpets
Handmade & Natural Variations
Most Sophia Home products are handcrafted or handmade, so slight variations may occur between different orders, including:
- Wood stain, paint shade, antique effects
- Fabric color, tone, texture, or weave
- Carving details or finishing touches
These variations are natural characteristics of handcrafted products and are not considered defects. Each piece at Sophia Home is unique and may differ slightly from showroom displays, photos, or previous orders. As such, these items are not eligible for exchange or return.
Sophia Home is not liable for damages caused by:
- Unfinished or unprotected villas (e.g., seaside properties without proper protection)
- Excessive moisture or humidity affecting walls, floors, or furniture
- Direct sunlight exposure
- Lack of air conditioning or proper cooling to adapt to UAE/GCC weather
- Closed rooms with high temperatures or poor ventilation
Any damage resulting from the above conditions are not eligible for exchange or return.
Important Information
- If a delivered item is found to be defective or damaged, Sophia Home reserves the right to assess its condition and either repair or replace the item.
- Products delivered and assembled by Sophia Home in good condition are not eligible for refund or exchange.
Customers may exchange purchased accessories within 7 days from the date of purchase, excluding special pre-orders. A pickup fee of AED 250 applies for accessory removal.