Returns and refunds
You have 10 days from delivery to raise a return with Sotira Gallery. With flatware the honest rule is: unwrap it, count it, and decide before it goes anywhere near a dishwasher.
The window
Requests must reach us within 10 days of the delivery scan on the courier record.
What we can accept back
- Unused and unwashed, with any protective film still on the pieces.
- The complete set in its moulded tray or sleeve — a 24-piece set comes back as 24 pieces.
- Original packaging, plus the invoice from the parcel or a photograph of it.
Return the set in its tray. Cutlery posted loose in a bag arrives scratched, and we cannot refund damage the return packing caused.
What we cannot take back
Anything washed, used at a table, or run through a dishwasher; sets with a piece missing; personalised or engraved items; clearance stock; and gift cards. None of this affects your rights if the goods were faulty or wrongly supplied.
Scratched, bent, short or wrong on arrival
Film the unboxing before you lift the pieces out of the tray, and count them against the invoice. If a piece is bent, the finish is hairlined, a tine has a burr, the count is short, or the wrong set arrived, email us that clip within 48 hours of delivery. On that evidence we replace or refund immediately and collect at our cost.
Finish and the way steel looks
Mirror-polished steel shows fingerprints and fine handling marks under strong light — that is the nature of a mirror finish, not a defect, and it is why matte and hammered finishes are easier to live with. Black and gold pieces are surface-coated: they are food-safe as supplied, and the coating will wear at the edges over years of use, particularly if put through a dishwasher. We say so before you buy rather than after the coating dulls.
Steel grade
Each listing states the grade we were given for that set, typically 18/10 or 18/0. A magnet sticking to a piece is not proof of poor steel — 18/0 is magnetic by composition and perfectly serviceable. If a set is plainly not the grade listed, that is a misdescription and we treat it as one.
How refunds are paid
Once the set is back and counted, approved refunds are processed within 6 business days. UPI payments return to the same handle; Cash on Delivery orders are refunded by direct bank transfer once you share the account details.
Who pays the return postage
We do where the fault is ours — damaged, defective, incorrect or short. On a change of mind you arrange the return to the address we give you and we refund the price of the goods once they arrive back complete and unused. Cutlery is heavy, so return postage is worth weighing before ordering two finishes to compare.
Exchanges
A different finish or a larger piece count can be swapped while the set is unused and in its tray. Say so in the first email and we settle any price difference either way.
Starting a return
Email sales@sotiragallery.shop with the order number and one line on the problem, plus the video for a damage or short-count claim. A person replies, usually within one working day, with the return address. Please wait for that reply before posting anything back.