Refund policy

RETURN & REFUND POLICY — SOFIA SANTINI

At Sofia Santini, all garments are produced in limited quantities and made to order. This approach allows us to guarantee exclusivity, reduce textile waste, and maintain a more conscious and sustainable production process.

For this reason, we kindly ask you to carefully review the following policy before making a purchase.

MADE-TO-ORDER PRODUCTS

Due to the nature of our production — garments made specifically for each customer — we do not accept returns, refunds, or exchanges for reasons related to size, personal preference, or change of mind.

Before placing your order:

Please carefully review our size guide
If you have any doubts regarding fit, measurements, or materials, contact us at sofiasantini.atelier@gmail.com

We will be happy to assist you.

The customer is solely responsible for selecting the correct size and product specifications.

RIGHT OF WITHDRAWAL

In accordance with applicable consumer regulations, the right of withdrawal does not apply to goods that are made to order or clearly personalized.

By placing an order, you expressly acknowledge and accept that your purchase is exempt from the right of withdrawal.

DEFECTIVE PRODUCTS OR ORDER ERRORS

Returns will only be accepted in the following cases:

The item received is defective
The item received does not correspond to the order placed
CLAIM PROCESS

To report an issue:

You must contact us within 48 hours of delivery confirmation
You must send clear photographic evidence to: sofiasantini.atelier@gmail.com

Failure to notify within this period may result in the claim being declined.

APPROVED RETURNS

If your claim is approved:

Return shipping costs will be covered by Sofia Santini
We will offer either:
A replacement garment, or
A full refund

depending on availability and customer preference.

CONDITIONS FOR RETURNS

To be eligible for a return, the item must:

Be unused
Be in perfect condition
Include original labels and packaging

We reserve the right to refuse any return that does not meet these conditions.

REFUND PROCESSING

Once the returned item has been received and inspected:

You will be notified of approval or rejection
If approved, the refund will be issued via the original payment method within 5–10 business days.

EXCHANGES

We do not offer exchanges for different sizes or models, as each garment is produced specifically for each order.

CONTACT

For any questions or assistance:

sofiasantini.atelier@gmail.com