Política de reembolso

Política de devoluciones — Casa Sofia Candles & Decor

Tu satisfacción es nuestra prioridad. Si tu vela llegó dañada o con algún defecto, contáctanos dentro de los 7 días de recibir tu pedido a través de nuestro email y lo resolvemos sin complicaciones.

Por la naturaleza artesanal de nuestros productos, no aceptamos devoluciones por cambio de opinión sobre la fragancia. Te recomendamos revisar las notas de aroma en cada producto antes de comprar.

Todos nuestros pedidos salen con cuidado y amor desde Puerto Rico 🇵🇷

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RETURN AND REFUND

At CASA SOFIA, we strive to ensure that you are satisfied with your scented candles. If your product arrives damaged or broken, this policy will provide you with the information you need to request a return and receive a credit for a future purchase.

 

Deadline for Reporting Damage

If you receive a damaged or broken product, please notify us immediately of receiving the order. Timely notification is essential to processing your request efficiently.

 

Conditions for Return

We accept returns only in the following cases:

- Damaged or Broken Product: The product must be reported within the specified timeframe and meet these conditions:

  - It must be in its original packaging.

  - It must include clear photographs of the damage or breakage.

 

Return Process

To request a return for a damaged or broken product, follow these steps:

a. Contact Our Customer Service: Send an email to casa.sofia.decor@gmail.com  within 2 business days of receiving the order. Provide your order number, a description of the problem, and photos of the damage.

b. Return Instructions: Our team will give you instructions on how to return the product. You should follow these instructions to ensure that the process goes smoothly.

c. Return Shipping Cost: Shipping costs for the return of damaged or broken product are the responsibility of the customer. We recommend using a tracked shipping method to ensure that the package arrives at our warehouse.

 

Future Purchase Credit

Once we receive and verify the return of the damaged product, we will issue a credit for the amount of the product for a future purchase in our store. The credit will be sent in the form of a discount code or voucher, which you can use on your next purchase. This credit is non-transferable and must be used within 3 months of issuance.

 

Non-Returnable Products

We do not accept returns or offer credit for the following cases:

- Products that are not damaged or broken.

- Customized or custom-made products.

- Items that have been opened or used.

 

Order Cancellations

Cancellation requests must be made before the order is processed and shipped. If the order has already shipped, you'll need to follow the return process to get a credit.

 

Exceptions / non-returnable items

Unfortunately, we cannot accept returns on sale items or gift cards.

 

European Union 14 day cooling off period

Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

 

Refunds

Once we receive and verify the return of the damaged product, we will issue a credit for the amount of the product for a future purchase in our store. The credit will be sent in the form of a discount code or voucher, which you can use on your next purchase. This credit is non-transferable and must be used within 3 months of issuance.

 

Contact

For questions or additional assistance regarding our return and credit policy, please contact our customer service at casa.sofia.decor@gmail.com