Return Policy

Return Policy for Sofia Montreal

Is it possible to return my order?
Yes, this is possible. If you are not satisfied with the items you have ordered, you have the option to return them within 30 days of receipt. The return must meet the following conditions:

  1. The order must still contain all appropriate parts, components, and the packaging in the same condition as when the product arrived.
  2. Normal handling of the product is evident, and breakage due to careless handling is excluded.
  3. Products for which hygiene is important must be thoroughly cleaned before initiating the return process.
  4. The product was found to be defective immediately upon receipt.
  5. Sofia Montreal is entitled to charge the customer for shipping costs.
  6. The return will be processed within 7 working days, and if the conditions are met, the return will be officially acknowledged within this period.

We reserve the right to refuse returned items if we suspect that the items have been used or damaged through no fault of our own.

How can I return my order?
If your order meets the above conditions, please follow these steps to initiate the return process:

  1. Send an email to: info@sofiamontreal.com
  2. Ensure the email contains the following details:
    • Order number
    • Reason for the return request
    • Photo of the product in case of breakage
    • First name + last name of the customer
    • Customer's address

We will contact you and provide the return address. Do not send the return to the sender. We will provide the correct address after you contact us. You, the customer, are responsible for the shipping costs of returning the product.

Order Cancellation 

The consumer has the right to withdraw from the contract if they are a natural person entering into a legal transaction for purposes not predominantly related to their commercial or professional activity.

A. CANCELLATION CONDITIONS
Right of Cancellation
You have the right to cancel this contract within 14 days from the day you or a third party designated by you, who is not the carrier, receives the last goods.

Since we operate a fully automated system, orders are processed as soon as they are placed. As a result, we cannot interrupt the shipping process until delivery is completed. Therefore, a refund is not possible until you have received the goods.

To exercise your right of withdrawal, you must inform us (Sofia Montreal) by a clear declaration (e.g., by email) of your decision to cancel the contract. The cancellation will be effective once we have received the goods. The cost of returning the goods is borne by the buyer.

Record for Shipments in Transit
Since our goods are shipped from Asia, there may be longer transit times over which we have no control. If the goods are already en route to you, cancellation is not possible. Please wait until you have received the goods and then return them to us. You can, of course, notify us in advance of your intention to cancel.

To expedite the return process, we kindly ask that you send us a shipping confirmation.

Consequences of Cancellation
If you cancel this contract, we must refund all payments received from you, excluding delivery costs (except for additional costs resulting from your choice of a delivery method other than the cheapest standard delivery offered by us). The refund will be made without undue delay, no later than fourteen days after we receive your cancellation notice and the goods. For this repayment, we will use the same means of payment used in the original transaction unless explicitly agreed otherwise; no fees will be charged for the repayment.

ALL RETURNS WILL BE SENT TO OUR CENTRAL WAREHOUSE IN ASIA AT THE CUSTOMER'S EXPENSE.