Return Policy

1 Cancellation and Exchange

1.1 Once an order has been placed through our website, you can cancel or modify it by sending us an email (info@san-sofia-studios.com).

1.2 Once an order has been packaged, it can no longer be canceled or modified; instead, the order must be returned to us in accordance with paragraph 10 below. Since our goods are shipped from Asia, there may be longer transit times over which we have no control. If the goods are already on their way to you, cancellation is not possible. Please wait until you have received the goods and send them back to us. Of course, you may notify us of your cancellation in advance. To ensure the fastest possible return, we ask you to send us proof of shipment.
An early refund is possible at the earliest 16 weeks after receipt of the order if the goods have not been received.

1.3 Since we operate with a fully automated system, orders are activated immediately after submission. Therefore, it is unfortunately not possible to interrupt the shipping process until delivery, meaning that a refund before receipt of the goods is only possible within 15 minutes after placing the order.

2 Returns and Refunds

2.1 Our Return Policy is part of these Terms under which you may visit and use our Website.

2.2 If you are not completely satisfied with your order, you may send us an email specifying which product you wish to return and then return the product to us. The withdrawal period is 30 days from the day you, or a third party designated by you who is not the carrier, have received the last product.

2.3 Returns and return shipping costs are the responsibility of the customer.

2.4 The customer is only entitled to a refund once the product has been received by us. We will inspect the returned product upon arrival.

2.5 You must ensure that the Product is sent to us in the same condition as you received it and that it is properly packaged. The Product must be unused, with intact labels, and in its original packaging. If a product is returned to us in an unsuitable condition, we reserve the right not to accept the return. If a product is returned to us in damaged condition, we also reserve the right not to accept the return.

2.6 Our processing time for returns depends on your order. You will receive your refund within 30 days after receipt and approval of the return.

2.7 If we are satisfied with the condition of the returned Product, we will send you an email approving your return. Once we have notified you that your return has been approved, the amount will soon be refunded to the payment method used for the order. No storage fees apply to the product.

2.8 The cancellation is completed once we have received the physical goods.

2.9 Since our goods are shipped from Asia, there may be longer transit times over which we have no control. If the goods are already on their way to you, cancellation is not possible. Please wait until you have received the goods and then send them back to us. Of course, you may notify us of your cancellation in advance. To ensure the fastest possible return, we ask you to send us proof of shipment. An early refund is possible at the earliest 16 weeks after receipt of the order if the goods have not been received.

3. Steps for Cancellation

If you wish to cancel or return an order, please follow the steps below carefully. Returns that do not comply with these steps cannot be processed.

Step 1 – Request a Return Form
Send an email to our support team at info@san-sofia-studios.com to request the official return form.
The form must be fully completed, signed, and returned to us by email (scanned copy). Without this document, we cannot accept your return.

Step 2 – Prepare the Product for Return

  • Ensure that the product is in its original packaging, unused, with all tags and labels still attached.

  • The product must be packed securely to prevent damage in transit.

  • Returns that arrive in a damaged or used condition will not be eligible for a refund.

Step 3 – Ship the Product Back

  • You are responsible for arranging and paying for the return shipment.

  • Returns must be sent with a trackable shipping method (including tracking number). Shipments without tracking cannot be accepted or refunded.

  • You must send us the tracking information by email immediately after dispatch, so we can match the return to your order.

Step 4 – Confirmation & Processing

  • Once we have received and inspected the returned product, we will send you a confirmation email.

  • Only after this confirmation will your refund be processed. Refunds are issued within 30 days of approval and will be credited back to the original payment method.

Please note: Returns sent without prior notification, without a signed return form, or without a valid tracking number will not be processed.