Returns & Refunds Policy
Provider Information: SC SOTEO SRL VAT ID (CUI): RO50292777 Address: Str. 12 nr. 13, Sat Turnu, Oras Pecica, Judet. Arad, Romania Email: office@soteo.ro Websites: www.soteo.eu, www.soteo.at, www.soteo.de, www.soteo.ro, www.soteo.hu
Last Updated: 29.10.2025
Right of Withdrawal
In accordance with EU consumer protection legislation, you have the right to withdraw from your purchase within 14 days without giving any reason.
The withdrawal period will expire 14 days from the day on which you (or a third party designated by you, other than the carrier) acquire physical possession of the goods.
To exercise the right of withdrawal, you must inform us of your decision by an unequivocal statement (e.g., an email) to office@soteo.ro.
How to Initiate a Return
Contact us via email at office@soteo.ro within the 14-day period, stating your order number and the item(s) you wish to return.
We will provide you with instructions and the return address.
You must send back the goods without undue delay and in any event not later than 14 days from the day on which you communicate your withdrawal from this contract to us.
Costs of Return
You (the customer) will be responsible for paying the direct shipping costs for returning the item(s). These costs are non-refundable.
Conditions for Return
To be eligible for a full refund, all returned items must be in the same condition that you received them. They must be:
Unused and undamaged.
In their original packaging.
With all original tags and seals intact.
We reserve the right to refuse a refund or make a deduction from the reimbursement for loss in value of any goods supplied, if the loss is the result of unnecessary handling by you.
Exceptions to the Right of Withdrawal
The right of withdrawal does not apply to the following:
Goods that are custom-made or clearly personalized.
Perishable goods (such as food or flowers).
Sealed goods which are not suitable for return due to health protection or hygiene reasons and were unsealed after delivery (e.F., cosmetics, undergarments).
Damaged, Faulty, or Incorrect Goods
If you have received an item that is damaged, faulty, or incorrect (i.e., not what you ordered), please contact us immediately at office@soteo.ro.
In these cases, we (SC SOTEO SRL) will cover all costs associated with the return shipping. We will arrange for a replacement or a full refund, including any original shipping charges. Please provide photos of the damage or error to expedite the process.
Refund Process
Once we receive and inspect your returned item(s), we will notify you of the approval or rejection of your refund.
If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment (the card used via Stripe) within 14 days of us receiving the returned goods.