Refund policy
RETURNS & REFUNDS POLICY
RIGHT OF WITHDRAWAL – B2C CUSTOMERS
Consumers have the right to withdraw from the contract without giving any reason within 14 days of receiving the order.
To exercise the right of withdrawal, the customer must inform Soina of their decision within 14 days and return the products within the applicable period.
For returns due to the exercise of the right of withdrawal, when the product is not defective, non-conforming or incorrect, the return shipping costs are borne by the customer.
Soina may provide a return label at a cost of €10, which will be deducted from the refund amount.
The customer is responsible for any decrease in the value of the goods resulting from handling beyond what is necessary to establish the nature, characteristics and functioning of the products.
The refund will include the standard delivery costs paid by the customer, where applicable. Additional costs resulting from the customer's choice of a more expensive delivery method will not be refunded.
The refund will be made using the same payment method used for the original transaction, unless otherwise agreed with the customer.
Soina may withhold the refund until the returned products have been received or until the customer provides proof that the products have been shipped back, whichever occurs first.
DEFECTIVE, NON-CONFORMING OR INCORRECT PRODUCTS
If a product is defective, does not conform to the order or is delivered incorrectly, please contact Soina at postmaster@soina.it as soon as possible.
In these cases, the return shipping costs are borne by Soina.
SALE ITEMS
Products purchased during promotional periods are not automatically excluded from the right of withdrawal. The same withdrawal rules apply unless otherwise expressly stated and permitted by law.
EXCHANGES
Soina does not offer direct product exchanges. If you wish to receive a different product, you may return the original product in accordance with the applicable return conditions and place a new order.
B2B CUSTOMERS
Returns, cancellations and refunds for B2B customers are governed by the commercial terms agreed between Soina and the professional customer.
For any questions regarding returns or refunds, please contact:
Page title: Returns & Refunds Policy