Return Policy

Return Policy

1. Conditions of changes and / or returns

If the customer is not satisfied with the purchase, SOIA allows you to change the size of the item or return it, within a period of thirty (30) days, from the date of receipt, as long as the item returned has not been used or damaged. Thus, SOIA cannot accept changes or returns of used or damaged items (as long as it is not a defect).

It will not be possible to change a model for a different one, apart from the size. To exchange an article for another one, you must proceed to its return and to make a new purchase.

To make changes and / or returns, contact

2. Changes and / or returns in store

The items purchased through this Website are part of the item collection that will be on sale at the SOIA establishment. Therefore, SOIA offers the possibility of making, depending on the stock of the store, size changes of the same item or returns.

In this last case, a cash receipt will be provided at the store as proof of the return. The previously cited ticket may be exchanged for the purchase of other pieces.

3. Changes and / or returns with pick-up service at home

The change of the return size of the products purchased on this Website may be made through a parcel service that SOIA will provide to its customers for free.

The customer who wants to make a change of size or a return through the home pick up service will have to make their online request through the section Orders Orders in the My Account department. Once the request has been confirmed, the carrier will contact the customer to specify the day and time of the pick – up.

This service is not available in Ceuta, Melilla and the Canary Islands.

4. Changes and / or returns by mail

The change of size or the return of the products purchased may also be made by ordinary mail, to the following address

22 ground floor, Aita Lertxundi Av.
20810 ORIO
Gipuzkoa (Spain)

In this case, SOIA advises to send the return by registered postal mail or with notification.

The delivery costs of the products to be exchanged or returned by mail will be paid by the customer, and under no circumstances will SOIA accept returns to be paid on delivery.

5. Right of cease-and-desist

That is to say, this is the right to return for not agreeing with the product, not for size change. Here is the period and how to do it. Just like the others, the customer has to see the way to do it.

The client has the right to withdraw from this agreement within a period of 14 days without needing any justification. The cease-and-desist period will finish 14 days after the day the client acquires the goods.

To apply this right, it is necessary to notify us of the decision to withdraw from the agreement through an unambiguous statement (for example, a letter sent by postal mail, or by email):

Post mail
22 ground floor, Aita Lertxundi Ave.
20810 ORIO
20810 ORIO Gipuzkoa (Spain)

943 50 62 34


We remind you that you should not provide your account numbers through email, fax or social networks.

To keep to the cease-and-desist deadline, it is sufficient that the communication regarding this right be sent before the corresponding term ends.

6. Consequences of the cease-and-desist

In case of withdrawal, we will return to the customer all payments received after the purchase, including the delivery costs (with the exception of the additional costs resulting from the customer’s choice of a different delivery form to the least expensive delivery method we offer) without any incorrect delay and, in any case, no later than 14 calendar days from the date on which we are informed of the decision to withdraw from this contract. We will proceed to make such refund using the same payment method used by the customer for the initial transaction, unless the customer expressly provides otherwise. In any case, you will not fall into any expenses as a result of the refund.

We can retain the refund until we have received the goods, or until the client has presented proof of the return of, depending on which condition comes into effect first.

The client must return or deliver directly the goods without any incorrectly delay and, in any case, no later than within 14 calendar days from the date on which he communicates his decision to withdraw from the contract. The deadline will be considered fulfilled if the goods are returned before the end of that period.

To be able to proceed with the return of the goods, the client can use the services that SOIA puts at their disposal: the free return in store, the free collection at home and the return by mail, which will have an additional cost that the client must assume.

7. Refunds

Once the product (s) has been received, SOIA will verify that they are in good condition and will proceed to send the required size if a change was requested, or it will proceed to refund the amount in the same payment method used in the case of return.

The term for the refund can change between 3 and 12 working days since the return is received at the SOIA stores. Once the condition of the returned items has been verified, the customer will be informed via email.

In case of exercising the right of withdrawal of the order, the deadline for the return of the amount paid by the consumer for the products will be 14 calendar days from the withdrawal. The payment of the returned items will always be made in the same form of payment used in the purchase.

In case of SOIA has erroneously sent an article different from the one requested or that the quality of the item sent is not adequate, SOIA, once the error or defect is verified, will pay the amount of the item returned and the delivery costs. In case of an order with error or defect is returned by ordinary postal mail, SOIA will make the corresponding payment for the return transport on the condition that the client includes in the package the supporting document of the return expenses. The transportation refund will be made after the articles one. To make the payment of the orders be paid by bank transfer, the client must indicate to SOIA an IBAN code so that the corresponding amount can be paid. The IBAN code must belong to a bank entity of the country where the order is sent.