Refund policy
RETURN & REFUND POLICY
At IMPERA by SOTO, we are committed to delivering premium-quality jewelry and an exceptional customer experience.
We have a 7-day return policy, which means you have 7 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it: unworn, unused, with original tags, packaging, and proof of purchase.
To start a return, please contact us at:
Returns sent without prior authorization will not be accepted.
DAMAGES AND ISSUES
Please inspect your order immediately upon delivery and contact us within 48 hours if the item is defective, damaged, or if you received the wrong item.
To process any damage or incorrect-item claim, customers must provide:
- Clear photos of the item
- Photos of the packaging
- Proof of purchase
IMPERA by SOTO reserves the right to deny claims that do not meet these requirements.
NON-RETURNABLE ITEMS
Due to the nature of fine jewelry and hygiene/security standards, the following items are non-returnable and non-refundable:
- Custom or personalized jewelry
- Engraved items
- Custom-sized items
- Worn or used jewelry
- Items showing signs of damage, alteration, or misuse
- Sale or clearance items
- Gift cards
For hygiene and fraud-prevention reasons, returns that do not meet our inspection standards may be rejected.
EXCHANGES
We currently do not offer direct exchanges.
If your return is approved, you may place a new order separately for the desired item.
REFUNDS
Once your return is received and inspected, we will notify you regarding the approval or rejection of your refund.
If approved, refunds will be issued to your original payment method within 5–10 business days.
Please note:
- Original shipping costs are non-refundable
- Customers are responsible for return shipping costs unless the item arrived damaged or incorrect
- Financial institutions may require additional processing time before the refund appears in your account
LOST OR STOLEN PACKAGES
IMPERA by SOTO is not responsible for lost or stolen packages marked as “Delivered” by the shipping carrier.
If you experience a delivery issue, please contact the shipping provider directly.
CONTACT
For any questions regarding returns or refunds, please contact:
IMPERA by SOTO
Miami, Florida, United States