Returns and Complaints

Returns

1. The Buyer has the right to withdraw from the contract stating no reason by filing the relevant declaration in writing. This right is effective for 14 days. This deadline is strict and counts from the date when the Product was received by the Buyer. In order to withdraw from the contract the Buyer needs to send a relevant declaration to SOFERIA before the deadline. The right to withdraw from the contract without giving a reason does not apply to fabric purchased by the meter.

2. For business customers (when purchase was made with a VAT number), SOFERIA issues a correction invoice. The returns are accepted only after the Buyer signs it and sends it back to SOFERIA.

3. The returned Product will be accepted provided it is returned complete and with no signs of use nor damage.

4. The returned Product needs to be sent to address provided by SOFERIA.

5. The returned Product must be accompanied by a written statement of withdrawal from the contract and the account number to which the Store has to return the payment.

6. Upon receipt of the returned Product together with a statement of withdrawal from the contract, the Store will check it thoroughly. If the Product meets the requirements specified in Section 3 above, the Buyer will be reimbursed within 5 working days the same way the payment was made, or to the bank account specified by the Buyer in the withdrawal statement. The decision on the reimbursement method is on SOFERIA side.

7. When returning the order the Buyer is responsible for any customs or taxes linked with importing the item back in the EU. This should be marked by the Buyer with the shipping company. Any requests from shipping companies to cover taxes, customs, etc are automatically rejected by SOFERIA.

Complaints

1. SOFERIA products have a 2 year warranty.

2. In case the Product received by the Buyer does not match the Order, the Buyer should send a message to contact@soferia.com including photos, stating the differences versus the Order and expectations on how the complaint should be handled by the Seller.

3. The Buyer loses the right of complaint if he does not inform SOFERIA about this fact within 2 months since the date it was noticed.

4. The letter of complaint should be sent to SOFERIA before this deadline.

5. Complaints will be handled immediately, not later than 14 days since their receipt by the Store.

6. Should the data given in the letter of complaint be insufficient to process the complaint, Soferia will contact the Buyer to complete the missing information. The time to process the complaint will be calculated starting from the date of reception of the missing information from the Buyer.

7. Once the complaint is accepted, SOFERIA will pick up the Products on its cost and Products will be corrected or exchanged to new, full value ones.

8. In the event that a repair or full value replacement is impossible, SOFERIA will reimburse the Buyer for the equivalent price or, having the consent of the Buyer, will offer a different Product available at the Store instead.

9. Replacement Products are shipped to the Buyer at the expense of SOFERIA.

10. Complaints obtained by SOFERIA after 2 years since the Order delivery, will not be accepted.

11. If the Buyer wants to return the Products instead of having them repaired/replaced then the returns procedure applies described in §7 of Terms & Conditions (Termination of the contract).

12. If the product will turn out to be as described in the offer and according to order then the complaint will not be considered. On customers request the item will be sent back at Buyers cost of 10 GBP.