Refund Policy

1. Introduction

At Sofia Romano, your satisfaction is our top priority. If you are not completely happy with your purchase, we are here to help. Please read our refund policy carefully to understand your rights and how to proceed with a return or refund.

2. Eligibility for Refunds

To be eligible for a refund, the following conditions must be met:

  • Return Period: You have 14 days from the date you receive your item to request a refund.
  • Condition of the Item: The item must be unworn, unused, and in the same condition that you received it. All original tags must be attached, and the item must be in its original packaging.
  • Proof of Purchase: A receipt or proof of purchase is required to complete your refund.

3. Refund Process

Follow these steps to initiate a refund:

  1. Contact Us: Reach out to our customer service within 14 days of receiving your item:

    • Email: contact@sofia-romano.com
    • Live Chat: Available on our website during business hours

  2. Receive Instructions: Our team will provide you with detailed instructions on how to return your package, including the correct return address.

  3. Return the Item: Send the item back to us following the provided instructions. Ensure that you include your receipt or proof of purchase.

4. Refund Methods and Timeframes

  • Approval Notification: Once we receive and inspect your returned item, we will notify you via email about the approval or rejection of your refund.
  • Refund Method: If approved, your refund will be processed automatically to your original payment method.
  • Processing Time: Refunds are processed within 5 business days after approval. Please note that it may take additional time for your bank or credit card company to process and post the refund to your account.

5. Return Shipping Costs

  • Customer Responsibility: Unless the product is defective or damaged upon arrival, you are responsible for the return shipping costs.
  • Quality Issues: If your item is defective, damaged, or incorrect, we will cover the return shipping costs. Please contact us immediately in such cases.
  • International Returns: As an international seller with warehouses in Hong Kong and Mainland China, return shipping may involve higher costs and longer transit times. Additionally, any customs duties or taxes incurred during the return process are the responsibility of the customer.

6. Exceptions and Non-Refundable Items

The following items are non-refundable:

  • Sale or Clearance Items
  • Free Gifts or Promotional Items
  • Gift Cards
  • Personalized or Custom-Made Items
  • Intimate or Sanitary Goods for health and hygiene reasons

7. Damages and Issues

We strive for excellence, but if there is an issue with your order:

  • Defective or Damaged Items: Inspect your order upon receipt. If the item is defective or damaged, contact us immediately at sofiaromano@gmail.com so we can resolve the issue promptly.
  • Incorrect Items: If you receive the wrong item, notify us right away to arrange for the correct product to be sent to you.

In cases of defects, damages, or incorrect items, we will cover the return shipping costs.

8. Additional Information

  • Return Address: Do not send your return to the address listed on the original package. We will provide the correct return address once you contact our customer service.
  • Unauthorized Sellers: Sofia Romano does not authorize any third-party sellers for business purposes. Purchases made through unauthorized sellers are not covered by our refund policy.
  • Privacy Assurance: All personal information provided during the refund process is handled confidentially and used solely for processing your refund request.

9. Contact Us

If you have any questions or need further assistance regarding our refund policy, please contact us:

  • Email: contact@sofia-romano.com
  • Live Chat: Available on our website during business hours

10. Changes to This Refund Policy

Sofia Romano reserves the right to modify this refund policy at any time. Any changes will be posted on this page, and it is your responsibility to review the policy regularly to stay informed about any updates.

Thank you for choosing Sofia Romano. We appreciate your trust and support!