Refund Policy

All products on sotosegoviaimports.com are currently available on a pre-order basis. Because we collect payment only after confirming your order and before shipment, you may cancel and receive a full 100% refund at any time prior to your order being shipped, no questions asked, no restocking fees, no hassle. To cancel a pre-order, simply reply to your order confirmation email or contact us at sales@sotosegoviaimports.com with your name and order details. We will process your cancellation and issue a full refund within 3–5 business days.

Once your order has shipped, we will refund 100% of the product cost minus the actual shipping and handling charges incurred. Shipping and handling fees are non-refundable after the order has left our fulfillment partner's facility. If your order arrives damaged, incorrect, or incomplete, we will cover the full cost including shipping. Please contact us within 7 days of delivery with photos of the issue and we will make it right immediately.

Email us at sales@sotosegoviaimports.com with: • Your full name • Your order confirmation number or the email address used at checkout • The reason for your refund request (for post-shipment returns only) We will respond within 1 business day and process approved refunds within 3–5 business days to the original payment method.

If your order arrives damaged in transit or contains the wrong items, we will send a replacement or issue a full refund including shipping, your choice. We ask only that you send us a photo of the damage or incorrect item so we can report it to our carrier and prevent it from happening again. We do not require you to return damaged goods.

If you placed a gift order and the recipient is not satisfied, the refund request must be submitted by the original purchaser. Refund eligibility follows the same pre-shipment and post-shipment rules above. We are not able to issue refunds directly to gift recipients.

Shipping and handling fees are non-refundable once your order has shipped. Custom corporate gifting programs with printed branding or personalization (e.g., custom labels or branded packaging) are non-refundable once production has begun. We will always communicate clearly before any production starts.

Questions about our refund policy? We are a small, family-operated importing company and we stand behind every order. Reach us at: sales@sotosegoviaimports.com We will always do right by our customers.