Refund policy

30-day returns

You may request a return within 30 days after your order is delivered. The return period begins on the delivery date shown by the carrier.

How to request a return

Email support@sophur.com before sending anything back. Include your order number, the item you want to return, the reason, and photos if the item arrived damaged, defective, incomplete, or different from what you ordered. We will review the request and provide the next steps.

Return conditions

Please keep the cat carrier and included accessories in their original condition and packaging. An item that has been used, washed, altered, damaged through misuse, or returned without included parts may not qualify for a refund. Contact us before returning an item if you are unsure.

Return shipping

sophur covers the return shipping cost for every approved return, including a change-of-mind return. Do not send a parcel to an address that has not been provided by our support team. We will provide the return instructions after approval.

Wrong, damaged, or defective items

Contact us as soon as possible and within 30 days of delivery. Include clear photos of the item, packaging, and shipping label. We will arrange a replacement, refund, or another appropriate solution, and sophur will cover the return shipping.

Inspection and refunds

After receiving the return, we will inspect it and email you the outcome. Approved refunds are issued to the original payment method. Your bank or payment provider may need additional time to post the refund. We do not charge a restocking fee.

Exchanges and cancellations

Exchanges or replacements depend on availability. If you need to cancel an order, email us immediately with your order number. We will try to cancel before dispatch; after dispatch, the return process applies.

Contact

Questions about returns or refunds: support@sophur.com.