Returns
At Sootora, we are dedicated to ensuring your satisfaction with our products. Our return policy lasts for 30 days, giving you the confidence to shop with us.
Before placing an order, you confirm that the address provided is correct. We will not be responsible for any delivery failures resulting from incorrect information provided when placing an order and such orders will only be eligible for refunds if the delivery charge would be excluded from the amount paid or if delivery to a new address or person would require additional payment.
To initiate a return, please contact us at delivery@sootora.com. Please note that returns will need to be sent to the address we provide you in the email.
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package.
Items sent back to us without first requesting a return will not be accepted. Once we receive your returned item, we will send you an email to confirm its arrival. Subsequently, we will assess your return for approval or rejection. If approved, your refund will be processed and credited back to your original payment method within a specified timeframe.
Please note: In order to maintain fairness and prevent misuse of our generous return policy, exchanges are limited to a single occurrence. If the replacement item encounters any issues or defects, we will issue a 100% refund upon receipt of the second faulty product. No further exchanges will be offered.
Late or Missing Refunds (if applicable)
If you have not received your refund yet, please take the following steps:
- Check your bank account for any pending refunds.
- Contact your credit card company, as there may be a processing delay before the refund is officially posted.
- Reach out to your bank, as processing times may vary. If you have completed these steps and have not received your refund, please contact us at delivery@sootora.com.
European Union 14-Day Cooling-Off Period
In addition to the above policy, if your merchandise is being shipped to a destination within the European Union, you have the right to cancel or return your order within 14 days, without any need for justification. As stated previously, your item must remain in the same condition as when you received it—unworn or unused, with all tags intact, and in its original packaging. You will also need to provide a receipt or proof of purchase for the return process.