This policy explains what happens after Sofitrek approves a refund. Return eligibility and RMA requirements are covered by the Returns and RMA Policy. Order-delay and pre-shipment cancellations are covered by the Shipping Policy.

Refund approval

A return request, cancellation request, carrier claim, support message, or payment dispute is not itself a refund approval. Sofitrek approves a refund after determining the affected order, quantity, reason, amount, and required return or evidence.

The customer will receive an account update or written notice identifying the approved refund or the next required step.

When we send the refund

After final approval, Sofitrek aims to send the refund to Stripe, its payment processor, within one business day. A refund marked as sent means the instruction has gone to the payment processor. It does not mean the buyer's bank or card issuer has already credited the account.

If the refund fails or stays pending, Sofitrek retries the same refund so that it is not sent twice.

When the credit appears

How long the credit takes to appear depends on the payment processor, card network, bank, card issuer, and payment method. A refund may appear as a separate credit, a reversal of the original charge, or a reduced settled amount.

Sofitrek cannot guarantee the date on which a bank displays the credit. Contact the bank after Sofitrek confirms submission if the credit is not visible within the bank's normal timeframe.

Original payment method

Refunds are normally returned to the original payment method. Sofitrek will not redirect a card refund to a different card, bank account, person, gift card, cryptocurrency address, or cash channel merely because the buyer requests it.

When the original method cannot accept a refund, Sofitrek and the payment provider will determine a lawful alternative. Additional identity or ownership verification may be required.

Full and partial refund calculations

A refund is based on the amount actually paid for the affected item or quantity, not a later catalog price. The calculation may account for:

• ordered and approved quantity;
• item price and price breaks;
• order-level and line-level discounts;
• coupons or promotional allocations;
• refundable sales tax collected by Sofitrek;
• shipping charges when refundable;
• prior refunds, credits, disputes, and chargebacks;
• a lawful and explained deduction accepted under the order terms or mandatory law.

Sofitrek will not refund more than the amount paid for the order or affected quantity. A partial return receives the corresponding portion of the paid amount after applicable allocations.

Original shipping charges

Original standard outbound shipping paid to Sofitrek is ordinarily refunded when the entire order is cancelled before shipment or when Sofitrek validates that the entire delivered order was wrong, materially misdescribed, or damaged in transit and a full return is required.

Original shipping is ordinarily not refunded for a convenience return when the correct product was delivered as described. An optional expedited-service premium may be non-refundable if the requested service was performed, unless the refund is required by law or the service itself failed under an applicable guarantee.

When only part of an order is returned, the original shipping allocation is refunded only when appropriate to the reason, order structure, and applicable law.

Undeliverable, refused, and unclaimed shipments

When the review under the Shipping Policy determines that delivery failed because of an incomplete or inaccurate accepted address supplied by the buyer, an unavailable recipient after the carrier's permitted attempts, refusal of a conforming shipment, or failure to claim a held package on time, the performed original outbound shipping charge is not refunded.

If the goods return safely, any merchandise refund is reviewed after receipt and inspection. The eligible merchandise amount and refundable tax may be refunded without refunding the performed original outbound shipping charge. This is not a flat forfeiture of safely recovered merchandise. The buyer may instead request reshipment when available and pay the new shipping charge before reshipment.

If the goods are abandoned, destroyed, disposed of, or otherwise not recovered because the buyer or recipient failed to accept or timely claim them, a merchandise refund may be unavailable to the extent permitted by law. No deduction applies to the extent the failure resulted from Sofitrek using an address different from the accepted order, carrier failure despite reasonable buyer cooperation, a valid covered claim, or a non-waivable right.

Return shipping

Return-shipping responsibility is established in the RMA. Sofitrek ordinarily covers the approved method for a validated Sofitrek error, material misdescription, transit damage, dead-on-arrival item, or covered defect. The buyer ordinarily pays for a convenience return.

Unapproved premium shipping, insurance, duties, brokerage, packaging services, and other external charges are not automatically reimbursable.

Taxes, duties, and external charges

Sales tax collected and remitted by Sofitrek is refunded to the extent associated with the refunded merchandise and permitted by the applicable tax rules.

Import duties, VAT, GST, customs fees, brokerage, foreign taxes, forwarding charges, carrier-account charges, bank fees, and currency-conversion costs paid directly to another party are not amounts held by Sofitrek and are not ordinarily refundable by Sofitrek. The buyer may need to seek relief from the carrier or government agency.

Pre-shipment cancellations

When Sofitrek cancels an unshipped order or line because it cannot be accepted, fulfilled, exported, or shipped within an accepted delay arrangement, the approved unshipped merchandise amount and applicable Sofitrek-collected charges will be refunded to the original payment method.

A refund does not mean a blocked transaction was legally permitted, and it does not obligate Sofitrek to attempt the transaction through a different person, destination, payment method, or shipping route.

Duplicate or incorrect charges

Contact Sofitrek promptly if the same order appears charged more than once, the amount differs from the checkout record, or an unfamiliar Sofitrek charge appears.

A pending authorization is not always a completed charge. Sofitrek will compare processor and order records and will correct a confirmed duplicate or error. Do not send full card details. The last four digits, charge date, amount, and order reference are normally sufficient.

Promotions, store credits, and split payments

A refund does not restore an expired promotion unless the promotion terms or applicable law require it. When an order used more than one payment or credit source, the refund may be allocated back to those sources in the original order of application.

Any future store-credit program must disclose expiration and transfer rules before use. Sofitrek will not silently replace a card refund with store credit unless the buyer agrees or law permits that outcome.

Chargebacks and payment disputes

Contacting Sofitrek first often allows a faster factual review, but this policy does not remove lawful chargeback rights. When a bank dispute is open, the payment provider may restrict a separate refund or control the final outcome.

Sofitrek may provide the bank with order, acceptance, delivery, communication, and refund evidence relevant to the dispute. Duplicate recovery through both a refund and chargeback is not permitted.

Refund confirmation

The customer will receive a confirmation when the refund is sent, or when something else needs attention. Keep that notice and the order reference until the credit appears.

For help, use the Contact and Help Center and include the order number. Do not provide full payment-card information.