Thank you for shopping at Sefolá. We want you to be happy with your order, while also protecting our brand from misuse. Please read this policy carefully before making a purchase.
1. General Information
This Returns & Refunds Policy applies to all purchases made on https://sefola.com .
Sefolá is based in Madrid, Spain. If you have any questions, contact us at contact@sefola.com .
2. Return Period (14 Days)
- You may request a return within 14 days from the date you receive your order.
- For customers in the European Union, this includes your statutory right of withdrawal for online purchases.
- After 14 days from delivery, we cannot generally offer a refund or exchange, except in specific cases such as confirmed manufacturing defects.
3. Conditions for Returns
To be eligible for a return, all items must strictly meet these conditions:
- Unworn and unwashed
- Undamaged and unaltered (no tears, pulls, pilling, or alterations)
- Free from stains, makeup, deodorant marks, pet hair, and smells (including perfume, smoke, sweat, etc.)
- With all original tags, labels, and packaging attached and intact
We carefully inspect every returned item.
If an item is returned in a condition that does not comply with this policy, we reserve the right to refuse the return. In such cases, the item may be sent back to you, and no refund will be issued.
4. Non-Returnable Items
To protect hygiene and due to the nature of certain products, the following items cannot be returned or refunded, unless they are defective:
- Underwear and intimate apparel
- Swimwear
- Custom, personalized, or made-to-order items
- Items clearly marked as “Final Sale” or “Non-Returnable” on the product page at the time of purchase
Please check the product description carefully before ordering.
5. Return Process
To request a return:
- Email us at contact@sefola.com within 14 days from the date of delivery.
- Include:
- Your full name
- Order number
- Item(s) you wish to return
- Reason for the return (optional, but helps us improve)
- We will reply with instructions on how and where to send your return.
Important:
- Returns sent back without prior authorization may be refused.
- We recommend using a trackable shipping service and keeping proof of postage; we are not responsible for returns lost in transit.
6. Return Shipping Costs
Unless otherwise required by law:
- If you are returning an item because you changed your mind, ordered the wrong size, or no longer want it, you are responsible for the cost of return shipping.
- If we have sent you a defective item or the wrong item/size compared to your order confirmation, we will cover reasonable return shipping costs or provide a prepaid label (where possible).
Original shipping costs are generally non-refundable, except where required by applicable consumer law (for example, in some EU right-of-withdrawal situations).
7. Inspection and Value Reduction
Once we receive your returned item(s), we will:
- Inspect them to verify they meet the conditions in Section 3.
- If the item is in original, resellable condition, we will approve the refund.
- If the item shows signs of use, damage, or diminished value beyond what is necessary to try the item (for size/fit), we may:
- Refuse the return, or
- Deduct a reasonable amount from your refund to cover the loss in value, as permitted by law.
We may ask for photos during the return request process to assess the condition in advance.
8. Refunds
If your return is approved:
- We will process your refund within 7–14 business days after receiving and inspecting the returned items.
- Refunds are issued to the original payment method used for the purchase.
- Depending on your bank or payment provider, it may take additional time for the refund to appear in your account.
We do not issue refunds to different payment methods or in cash.
9. Exchanges
At this stage, Sefolá generally does not process direct exchanges:
- If you want a different size or color, please:
- Request a return following this policy, and
- Place a new order for the desired item.
In some cases and subject to stock availability, we may offer an exchange as a courtesy, but this is not guaranteed.
10. Defective or Wrong Items
We carefully check our products, but if you receive a defective or incorrect item, please:
- Contact us at contact@sefola.com within 72 hours of delivery.
- Include:
- Order number
- Description of the issue
- Clear photos showing the defect or the wrong item received
If we confirm the defect or mistake:
- We will offer a replacement, store credit, or refund, and
- We will cover reasonable return shipping costs or provide a prepaid label (where possible).
Important:
- Minor differences in color or appearance due to screen settings, lighting, or photography are not considered defects.
- Damage caused by improper use, washing, drying, or care that does not follow the care label is not considered a manufacturing defect.
11. Right of Withdrawal for EU Consumers
If you are an EU consumer and you purchased from us online, you may have a legal 14-day right of withdrawal from the date you receive the goods, without giving any reason.
- To exercise this right, you must clearly inform us of your decision to withdraw within 14 days (e.g., by email at contact@sefola.com ).
- You then have a further period (as required by law) to return the goods.
- You are responsible for the direct cost of returning the goods, unless the product is defective or not as described.
We may reduce the refund amount to reflect any loss of value of the goods resulting from handling beyond what is necessary to establish the nature, characteristics, and functioning of the goods.
12. Contact for any questions about returns, refunds, or this policy, please contact us at:
Sefolá
Madrid, Spain
Email: contact@sefola.com
Website: https://sefola.com