Returns, refunds and withdrawal

Cancellation, statutory withdrawal and remedies for damaged or defective products.

Effective date: 2026-08-31 · Version 2026-08-31

Before production

Request cancellation immediately at info@os-sota.ru. If production has not started, we will cancel and refund the order. Statutory rights may provide additional cancellation rights.

EU and UK withdrawal

Where mandatory law applies, a consumer generally has 14 days after receiving the goods to notify us of withdrawal, followed by the applicable period to send them back. Printing an ASTORIS catalogue design after purchase does not by itself make the product personalised. An exception is used only for goods genuinely made to the customer's individual specifications where the law permits it.

How to withdraw

Email info@os-sota.ru with: “Withdrawal”, customer name, order number, items and receipt date. You may use the model withdrawal form. We will provide the authorised return address; do not send goods to a production facility or registered address without instructions.

Return costs and condition

For a change-of-mind return, the customer pays direct return postage where the law permits and this was disclosed before purchase. The customer may inspect the product as in a shop but can be responsible for diminished value caused by handling beyond that. We pay reasonable return costs for an accepted defect or seller error.

Refund timing

Refunds use the original payment method. We process them within the mandatory period and may wait for the returned goods or evidence of dispatch where permitted. Basic outbound delivery is refunded where mandatory; premium delivery upgrades may be excluded to the extent allowed by law.

Defects, damage and wrong items

Send the order number, description and clear photographs. Do not destroy or return the item until instructed. Depending on applicable law and the circumstances, the remedy may be replacement, repair, price reduction or refund. Mandatory legal guarantees remain unaffected.