RETURN & REFUND POLICY
Last updated: August 3, 2026
This Return & Refund Policy explains how returns, cancellations, exchanges, damaged products and refunds are handled by Jimmy, doing business as SOFBUNNY (“SOFBUNNY,” “we,” “us” or “our”).
1. 30-Day Voluntary Return Period
In addition to any mandatory rights available under applicable law, SOFBUNNY accepts eligible return requests submitted within 30 days after the date the order is delivered.
To qualify for a change-of-mind return, the product must:
• include the original device, components, accessories and manuals;
• be returned in its original packaging where reasonably possible;
• be free from accidental damage, misuse, unauthorized repair or modification;
• include the order number or other proof of purchase; and
• meet the hygiene requirements described below.
Contact SOFBUNNY before sending any return:
Email: hello@sofbunny.com
Phone: +1 909-203-6161
Do not send a return until you receive return instructions or authorization from SOFBUNNY.
2. Authorized Return Address
Approved returns must be sent to:
SOFBUNNY Returns
Attn: Jimmy
9650 9th Street, Suite H
Rancho Cucamonga, CA 91730
United States
Returns sent without prior authorization may be delayed or refused where permitted by applicable law.
3. Hygiene-Sealed Ear-Contact Accessories
Certain ear-contact tips, disposable accessories or replacement parts may be supplied in genuine hygiene-sealed packaging.
Where permitted by applicable law, a hygiene-sealed accessory may not qualify for a change-of-mind return after the hygiene seal has been broken if the item is no longer suitable for resale for health-protection or hygiene reasons.
This restriction does not apply when an item is defective, damaged, unsafe, incorrectly supplied or otherwise protected by mandatory consumer law.
Opening the delivery parcel or inspecting the main electronic device does not automatically remove any statutory return right.
4. European Withdrawal Rights
Customers in the European Union or European Economic Area may have a statutory right to withdraw from an online purchase within 14 days after receiving the goods, without giving a reason.
The SOFBUNNY voluntary 30-day return period provides additional time and does not replace or restrict any mandatory consumer right.
Where permitted by law, the customer is responsible for the direct cost of returning a change-of-mind purchase.
If a product has been handled beyond what is reasonably necessary to establish its nature, characteristics and normal operation, SOFBUNNY may make an appropriate deduction for diminished value where permitted by law.
5. Damaged, Defective, Missing or Incorrect Items
Please inspect the order after delivery.
Contact us promptly if:
• the parcel arrived visibly damaged;
• an item or accessory is missing;
• the wrong product was supplied;
• the product does not power on or operate as described; or
• you identify a potential product-safety issue.
Please provide:
• the order number;
• the product model;
• a description of the issue;
• photographs of the product, packaging and shipping label; and
• where reasonably necessary, a short video showing the product issue.
For privacy and safety, do not send photographs or videos of your ear canal, body or medical condition through ordinary email.
After reviewing the claim, SOFBUNNY may provide troubleshooting, replacement parts, repair, replacement, price reduction or a refund, depending on the circumstances and applicable law.
SOFBUNNY will pay or reimburse reasonable return shipping costs for verified defective, damaged or incorrectly supplied items.
6. Change-of-Mind Return Shipping
Customers are responsible for return shipping costs for approved change-of-mind returns unless SOFBUNNY agrees otherwise or applicable law requires SOFBUNNY to pay.
Original outbound shipping charges are generally non-refundable for a change-of-mind return, except where required by law.
Use a tracked shipping service and retain proof of shipment. SOFBUNNY is not responsible for a return parcel before it is delivered to the authorized return address.
7. Refunds
After receiving and inspecting the returned product, SOFBUNNY will notify you whether the refund is approved.
Approved refunds are issued to the original payment method. SOFBUNNY generally initiates an approved refund within 5 business days after inspection.
Your bank, card issuer or payment provider may require additional time to post the refund.
Where mandatory law requires a different refund deadline, the legally required deadline will apply.
For a European statutory withdrawal, SOFBUNNY may withhold the refund until the returned goods are received or the customer provides acceptable evidence that the goods have been sent, where permitted by law.
8. Exchanges
Direct exchanges may not be available for every country or product.
Where an exchange is approved, SOFBUNNY may:
• send a replacement after receiving the original item;
• replace a verified defective item;
• provide a replacement accessory; or
• ask the customer to return the original order for a refund and place a new order.
Price differences and additional shipping charges may apply to voluntary product or model changes.
9. Order Cancellations
Contact SOFBUNNY as soon as possible if you need to cancel or modify an order.
We cannot guarantee cancellation after an order has entered processing or fulfillment.
If an order has already shipped, the applicable return process will apply.
10. Non-Returnable Items
Subject to mandatory consumer rights, the following are generally not eligible for change-of-mind returns:
• gift cards;
• products clearly marked as final sale before purchase;
• products returned without essential components;
• products materially damaged through misuse or improper storage;
• products modified or repaired without authorization;
• genuine hygiene-sealed ear-contact accessories after the seal has been broken, where the legal hygiene exception applies; and
• products returned outside the applicable return period.
11. No Restocking Fee
SOFBUNNY does not charge a restocking fee for approved returns.
The customer may still be responsible for change-of-mind return shipping and any legally permitted deduction for diminished value.
12. Mandatory Consumer Rights
Nothing in this policy excludes, limits or replaces any consumer right that cannot legally be waived, including rights concerning defective, unsafe, misdescribed or non-conforming products.
Contact
SOFBUNNY
Attn: Jimmy
9650 9th Street, Suite H
Rancho Cucamonga, CA 91730
United States
Email: hello@sofbunny.com
Phone: +1 909-203-6161