Refund Policy

Sofía Vela

Order Confirmation and Policy Acceptance

By placing an order on the Sofía Vela website, you confirm that you have read, understood, and accepted this Returns & Refunds Policy.

By completing a purchase, you agree to:

Have reviewed and accepted our return terms and timelines
Agree to follow the return procedure outlined below
Acknowledge that, in case of a payment dispute or chargeback, this policy and all related order records may be used as supporting documentation

Returns

If you are not entirely satisfied with your purchase, you may request a return for eligible items within 30 days of delivery, provided the conditions below are met.

How to Request a Return

To initiate a return, please follow these steps:
1. Email us at info@sofiavela.com within 30 days from the delivery date

2. Include the following information in your message:
Order number
Reason for return
Photographs of the item (mandatory if damaged or defective)
Your full name and shipping address

3. Wait to receive return authorization and instructions before sending anything

Please do not send items without authorization. Unauthorized returns may be rejected.

We strongly recommend using a tracked shipping service and retaining proof of postage until your return is complete.

Defective or Damaged Items

If your order arrives damaged or with a manufacturing defect, please contact us within 2 days of delivery at info@sofiavela.com

Please include:
1. Your order number
2. A brief explanation of the issue
3. Clear photos or a short video showing the problem

Once the issue is verified:
We may offer a replacement, depending on availability and the nature of the defect
In some cases, returning the item may not be necessary

Replacement items are typically processed within 7-14 business days.

Lost, Refused, or Unclaimed Orders

If your package appears to be lost in transit:
1. Contact us with your order number and tracking information
2. We will help you file an investigation with the courier and arrange a replacement or refund if loss is confirmed
If a package is refused, unclaimed, or returned due to an incorrect address provided at checkout, a €20 EUR fee will be deducted from your refund to cover administrative and shipping costs.

Cancellations & Right of Withdrawal

In accordance with consumer protection guidelines, you may withdraw from your purchase within 30 days of receiving your order.

Please note the following:
Orders cannot be canceled once they have been shipped.
If your order is already in transit, you may initiate a return after delivery.

To request a cancellation before shipment, please email info@sofiavela.com as soon as possible.

Return shipping costs are the responsibility of the customer.

Chargebacks and Disputes

If any issues arise with your order, we encourage you to contact us first so we can resolve them quickly and fairly.

In the event of a chargeback or payment dispute, we may submit relevant documentation to the payment provider, including:
1. Order confirmation
2. Shipping and tracking details
3. Email correspondence and submitted images
Filing a chargeback without contacting us first can delay resolution and affect your right to make future purchases.

Important Information

1. All approved returns must be shipped to our central fulfillment warehouse in Asia
2. Return shipping costs are not covered
3. We are not responsible for customs delays or clearance issues
4. Hygiene-sensitive items returned in used or unsanitary conditions will not be accepted
5. Returns are not free; shipping and handling fees apply

Contact Us

If you have any questions about this Returns & Refunds Policy, please contact our customer support team:

Email: info@sofiavela.com

We are always happy to help.