Refund policy

At SOFIA BERTRAND® we want your experience with our products to be completely satisfying. If you need to make a return, please review the following conditions.

1. Return period

You have 30 calendar days from receipt of your order to request a return. To be accepted, the item must be:

• Unopened, unused and with its safety seal intact
• In the same condition in which it was received, with its labels and in its original packaging
• Accompanied by the receipt or proof of purchase

2. How to start a return

Email us at hello@sofiabertrand.com stating:

• Order number
• Items you wish to return
• Reason for the return

Once your request is accepted, we will send you a return label with instructions. Returns that have not been authorised in advance will not be accepted.

Returns address: SOFIA BERTRAND®, Calle Velázquez nº 10, 1st floor, 28001 Madrid, Spain.

3. Damaged, defective or incorrect products

Please check your order on receipt. If a product arrives damaged, is defective or does not match your order, let us know within 5 calendar days of delivery at hello@sofiabertrand.com or on +34 679 78 47 35 and we will offer you a solution. In these cases, your warranty rights do not depend on the product being sealed.

4. Non-returnable items

For health protection and hygiene reasons, we cannot accept returns of:

• Cosmetic or personal care products that have been opened, unsealed, used or tampered with
• Personalised or made-to-order products
• Gift cards

Sets, coffrets and packs must be returned complete and sealed. If your order included a promotional gift, it must be returned together with the items.

5. Right of withdrawal (European Union)

If your order was shipped within the European Union, you have the right to withdraw from the purchase within 14 calendar days of receipt, without giving any reason. In accordance with consumer protection legislation, this right does not apply to cosmetic products that have been unsealed after delivery. Our 30-day period extends this right and applies under the same conditions.

6. Exchanges

To obtain a different product, return the original item and, once the return is accepted, place a new order.

7. Refunds

Once your return has been received and inspected, we will notify you of its approval. The refund will be made to the original payment method within 7 to 10 business days, and in any case within 14 calendar days of receiving the return. Your bank may need a few more days to reflect the amount. The amount of returned items that comply with this policy will be refunded.

8. Packaging

Pack the items in their original packaging or an equivalent one that protects them during transport, and include a copy of the invoice or delivery note. We recommend a tracked shipping service.

9. Place of purchase

This policy applies to products purchased at www.sofiabertrand.com. Purchases made from authorised distributors or retailers must be handled by the corresponding retailer.

10. Orders already placed

An order cannot be modified once placed. If you wish to cancel it, write to us as soon as possible; if it has already shipped, you may return it in accordance with this policy.

11. Abusive use

SOFIA BERTRAND® reserves the right to refuse returns where abusive use or use contrary to this policy is detected. Returns that do not meet these conditions will be sent back to the sender.