Politique de remboursement

Returns & Refunds Policy

At Sofiaga, every order is prepared with care and, in many cases, made specifically for a single business. Because of this, the way returns are handled depends on whether a product has been personalised.

For products that have not been personalised, you have the right to withdraw from your purchase within 14 days of receiving your order, in accordance with applicable European consumer protection legislation. To be eligible for a return, products must be unused, unworn, in their original condition, and returned with all original packaging, labels and accessories. Unless the return is the result of our error or a defective product, the cost of returning the goods is the responsibility of the customer.

Products that have been embroidered, printed or otherwise personalised with your logo, artwork, text or any other business-specific element are produced exclusively for your order. As these products are made to your specifications, they are exempt from the statutory right of withdrawal under Article 16(c) of Directive 2011/83/EU on Consumer Rights. For this reason, personalised products cannot be returned or exchanged simply because you have changed your mind, selected the wrong size, no longer require the products, or made an error when placing your order.

We understand that ordering personalised workwear requires trust. If a personalised product arrives damaged, contains a manufacturing defect, has been personalised differently from the artwork you approved, or if an error has occurred during production that is our responsibility, we will work with you to resolve the issue promptly. Depending on the circumstances, this may include repairing the product, replacing it, or issuing an appropriate refund.

If you believe there is a problem with your order, please contact us within seven days of receiving your delivery by emailing info@sofiaga.com. Please include your order number, a description of the issue, and clear photographs showing the affected product. This allows us to assess the matter quickly and provide the most appropriate solution.

Where a refund is approved, it will always be issued using the same payment method used for the original purchase. Refunds are normally processed within 14 days after the returned product has been received and inspected, or, where applicable, after satisfactory evidence has been provided that the goods have been returned. The time required for the funds to appear in your account may vary depending on your payment provider.

Please do not return any products without contacting us first. Our Customer Support team will provide the appropriate return instructions to ensure your return is processed efficiently.

At Sofiaga, our goal is not simply to supply uniforms but to help businesses present themselves with confidence. If something isn’t right, we won’t hide behind policy. We’ll work with you to find a fair, practical solution as quickly as possible, while respecting both your statutory rights and the nature of products created specifically for your business.