Return & Refund Policy

At Setrophy, we value your satisfaction and want to make the return process as clear and smooth as possible.

Please review our Return & Refund Policy below before making a purchase from setrophy.com.

1. I changed my mind. Can I cancel my order and get my money back?

Orders can only be cancelled within the first 24 hours after being placed.

After this 24-hour period, we are unable to cancel orders because they may already be registered within our warehouse or fulfilment system, and we may not be able to pull the shipment back.

However, if you no longer wish to receive your order, you may refuse the package upon delivery or return the product to our warehouse by covering the return shipping cost.

Once we receive the returned order and confirm that it meets our return conditions, we will process your refund.

For any questions regarding cancellations or returns, please contact us at:

info@setrophy.com

Our customer support team is available Monday to Friday, 09:00–17:00.

2. Can I return an item for a full refund?

Yes. Customers can return eligible products within 30 days after delivery.

To be eligible for a refund, the product must be:

In the same condition that you received it
Unused, unworn and unwashed
In its original packaging
With all tags and accessories included, where applicable
Free from damage, stains, marks, or signs of use

If the return is initiated after the 30-day period, we may not be able to process a refund.

The product must be returned to our warehouse. Depending on warehouse availability and your location, we will provide the correct return address after you contact us.

Possible return warehouse locations may include:

Istanbul / Turkey
Budapest / Hungary
USA

Customers are responsible for the return shipping fee unless the item received is damaged, defective, or incorrect.

Once the product arrives at our warehouse and passes inspection, we will provide a refund for the eligible product cost.

To initiate a return, please contact us at:

info@setrophy.com

Please include the following details in your email:

Your order number
The item or items you want to return
The reason for the return
Photos, if the item is damaged, defective, or incorrect

3. Items not eligible for return

The following items are not eligible for return:

Items that are not in their original condition
Items that have been used, washed, worn, damaged, or altered
Items with missing parts, packaging, tags, or accessories
Items returned more than 30 days after delivery
Items damaged due to reasons not caused by Setrophy

For hygiene and safety reasons, used products may be refused and returned to the customer.

4. What is returnable?

Products are returnable if they are in their original condition, unused, and include all original packaging, tags, and accessories.

If possible, please include your original order packing slip inside the return package.

5. Refund process

Once we receive your return request by email, we will review it and send you return instructions if your request is eligible.

After the returned item is received and inspected by our warehouse team, we will initiate the refund process.

Refunds usually take 3–10 business days after the returned item has been received and approved.

Your refund will be sent back to your original payment method. Please note that your bank or payment provider may take additional time to process and post the refund.

Original shipping fees are non-refundable unless you received a damaged, defective, or incorrect item.

Taxes, duties, customs charges, and shipping fees may be deducted from the refund amount where applicable.

6. Can I get store credit instead of a refund?

Yes. If you choose store credit instead of a refund to your original payment method, we may issue store credit for the eligible amount of your returned order.

Store credit will be sent as an electronic gift card or store credit code by email once your return has been accepted by our warehouse.

7. Late or missing refunds

If you have not received your refund yet, please follow these steps:

Check your bank account again
Contact your credit card company, as it may take some time before your refund is officially posted
Contact your bank, as processing times may vary

If you have completed these steps and still have not received your refund, please contact us at:

info@setrophy.com

8. Can I exchange an item for another product, color, or size?

Yes. Setrophy may accept exchanges within 30 days of delivery, depending on product availability.

To initiate an exchange, please contact us at:

info@setrophy.com

Please include the following details:

Your order number
The item you want to return
The item, color, or size you would like to receive instead

Once we receive your email, we will send you exchange instructions.

We offer free exchanges if the item you received is different from what you ordered or if the item is defective.

If you simply want to change the product, color, or size, you will be responsible for the return shipping cost to our warehouse. You may also be responsible for the shipping fee of the replacement item.

If there is a price difference between the original item and the new item:

If the new item is cheaper, we may issue store credit for the difference
If the new item is more expensive, you will need to pay the difference before the exchange is completed

Unfortunately, we cannot offer exchanges for items that are sold out or out of stock.

Please note that each item can only be exchanged once.

9. What should I do if my item is defective?

If you receive a damaged or defective item, please contact us within 48 hours of delivery so we can review the issue and help resolve it.

Please email us at:

info@setrophy.com

Include the following details:

Your order number
Your full name
A clear description of the issue
Clear photos or videos showing the defect or damage

Our quality control team will inspect the case. If the issue is approved, we may offer a free replacement, refund, or another suitable solution.

Any damaged goods or product issues must be reported as soon as possible after delivery.

10. Important note about incorrect addresses

Setrophy is not responsible for orders that are delayed, lost, or undeliverable due to an incorrect or incomplete shipping address entered at checkout.

Please make sure your shipping address is 100% correct before placing your order.

We also cannot refund orders if the customer ordered the wrong item by mistake, unless the item is returned according to our return policy.

11. Force majeure

Setrophy will not be liable for any failure or delay in fulfilling our obligations due to circumstances beyond our reasonable control.

This includes, but is not limited to:

Natural disasters
Earthquakes, fires, or floods
Wars, civil disturbances, or terrorism
Strikes or labour disputes
Epidemics, pandemics, or health crises
Power failures or technical failures
Transportation delays
Government actions
Customs delays
Any other event beyond our reasonable control

12. Product image disclaimer

We make every effort to photograph and describe our products as accurately as possible.

However, due to differences in screen settings, lighting, photography, and display resolution, we cannot guarantee that product photos will perfectly represent the exact colour, texture, or appearance of the item.

Please contact us before purchasing if you have questions about the colour, material, size, or details of a product.

13. Lost parcels

If your parcel is lost in transit, we will do our best to help resolve the issue.

In most cases, we may offer a replacement to ensure your order reaches you.

If you do not wish to receive a replacement, we may need to wait for the courier investigation period before issuing a refund. This process can take up to 14 days or more, depending on the courier.

If a parcel is marked as delivered by the courier, but you have not received it, please contact us so we can assist with the investigation.