Refund & Return Policy

In accordance with EU Directive 2011/83/EU on Consumer Rights, you have a statutory right to withdraw from this sales contract within 14 calendar days from the day you, or a designated third party (excluding the carrier), physically take possession of the goods, without providing any reason. To meet the withdrawal deadline, you must send your cancellation notice to office@soteo.eu or submit a helpdesk ticket before the 14-day period expires.

Following your withdrawal notice, you must return the unused items in their original, unopened packaging, and in resaleable condition without undue delay, and no later than 14 days from the day of your notice. The direct cost of returning the goods shall be borne by the customer, except in cases of product defects or seller errors. Returns must be sent to our designated dispatch warehouse as specified in the return instructions, NOT to Soteo's registered office address in Pecica.

Upon receipt of the returned items or proof of dispatch, we will refund all payments received from you, including standard outgoing shipping charges (excluding additional costs from selecting a premium delivery method). The refund will be processed within 14 calendar days using the same payment method used for the original transaction, and you will not incur any fees for this refund.

You are only liable for any diminished value of the goods resulting from handling them beyond what is necessary to establish their nature, characteristics, and functioning. If returned items show signs of use, wear, or damage that render them unsellable, Soteo reserves the right to deduct a corresponding amount from the refund.

Please note that the right of withdrawal does not apply to: the supply of goods made to consumer specifications or clearly personalized (such as fabrics, ribbons, or cords cut to custom lengths requested by the customer); and the supply of sealed goods which are not suitable for return due to health protection or hygiene reasons and were unsealed after delivery.