Refund policy
RETURN AND REFUND POLICY
Right of Withdrawal
In accordance with Articles 52 and following of Legislative Decree 206/2005 (“Consumer Code”), Customers residing within the European Union who purchase for personal purposes have the right to withdraw from the purchase contract, without providing any reason, within 14 days from the date of delivery.
The right of withdrawal applies exclusively to purchases made by consumers acting outside their professional, commercial or business activity.
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How to Request a Return
To exercise the right of withdrawal, the Customer must send an explicit request by email to:
within 14 days from the date of receiving the order.
The withdrawal period is considered respected if the communication is sent before the expiration of the 14-day period.
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Withdrawal Period
For orders containing a single item, the withdrawal period begins from the day the Customer or a third party designated by the Customer acquires physical possession of the product.
For orders consisting of multiple items delivered separately, the withdrawal period begins from the delivery date of the final item.
For products delivered in multiple parcels or parts, the period begins from receipt of the final parcel or component.
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Return Conditions
Returned items must be sent back without undue delay and, in any case, within 14 days from the communication of the withdrawal request.
Products must be returned in their original condition: unused, unworn, unwashed and complete with original packaging, labels, accessories and any protective elements included with the order.
Returns showing signs of wear, use, alterations, stains, damage or missing components may not be accepted.
Customers are kindly advised to package returned items carefully and retain proof of shipment until the return process has been completed.
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Refunds
Once the returned item has been received and inspected, the refund will be processed using the same payment method used for the original purchase, unless otherwise agreed.
Refunds may be withheld until the returned product has been received or until proof of shipment has been provided.
Original shipping costs are non-refundable.
Return shipping costs remain the responsibility of the Customer unless otherwise specified.
A fixed €10 fee will be deducted from the refund amount to cover administrative and return handling costs.
For returns shipped from countries outside the European Union, any customs duties, import taxes, brokerage fees or additional charges generated during the return process remain entirely the responsibility of the Customer.
Should a return generate customs charges or import fees payable upon arrival in Italy, SOFIA reserves the right to deduct such amounts from the refund due.
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Non-Returnable Items
The right of withdrawal does not apply to:
• customized or made-to-order products created according to the Customer’s specifications;
• sealed products that are not suitable for return for hygiene or health protection reasons once opened.
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Damaged or Incorrect Orders
If the received product appears damaged, defective or different from the order placed, Customers are kindly requested to contact us within 48 hours of delivery at:
including photographs of both the product and packaging so that we may evaluate the situation and assist accordingly.
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Contact
For any questions regarding returns, refunds or exchanges, Customers may contact Customer Care at: