Refund policy

Returns and refunds

  • Sign with reservation: when the parcel is delivered, check that it is intact and sign with reservation even if the outer packaging looks undamaged. This is the step that lets us open an insurance claim if one is needed.
  • Right of return: you can return a piece within 14 days of receiving it, without giving a reason. The right of withdrawal does not apply to purchases made with a VAT number.
  • How to start a return: write to info@ceramichesofia.it. We will reply with authorisation and instructions. Items sent without authorisation are not accepted.
  • Where to send the return: Sofia La Maiolica Calatina snc, Via Balchino 16bis, 95041 Caltagirone (CT), Italy.
  • Condition: the piece must come back intact, complete and in its original packaging.
  • Return shipping costs: paid by the customer, who remains responsible for the piece until it reaches our workshop.

Refund

As soon as we receive the return we inspect it and tell you whether it has been accepted. If it has, the refund is issued within 10 working days to the same payment method you used. The refund covers the price of the piece, not the shipping costs.

Once we have issued it, your bank or card issuer may take a few days to make it visible. If you see nothing 15 working days after approval, write to us at info@ceramichesofia.it.

When a return cannot be accepted

The right of withdrawal lapses if the piece comes back damaged, incomplete or without its original packaging. In that case the piece is returned to the sender at their expense.

Pieces made to measure or personalised at the customer's request cannot be returned, because they are made for one person only, and neither can gift cards. Every other piece in the catalogue is covered by the right of return, even though it is made to order.

If it arrives damaged or wrong

Check your order as soon as it arrives. If you find a fault, transport damage or an item different from the one you ordered, write to us straight away at info@ceramichesofia.it with photos attached: we will open the claim and sort it out. This applies regardless of the right of withdrawal.

Exchanges

The quickest way to get a different piece is to return the one you received and order the new one separately.