We want you to love your Soralady haul. If something isn't right, this policy explains when and how you can return items, and how refunds and exchanges work. By placing an Order you agree to this policy. This policy does not limit any non-excludable rights you may have under applicable consumer-protection law.
You may request a return within 14 days of the date your Order is delivered. Requests made after this window may be declined. To begin, contact us first (see "How to start a return" below) — do not send items back before receiving authorization.
To be eligible for a return, items must be unused, unopened, and in their original, undamaged packaging with all seals, wraps, boxes, and tags intact, and in resalable condition. We may refuse a return or reduce a refund for items that are opened, used, damaged by the customer, missing parts, or not in resalable condition. Proof of purchase (order number) is required.
For health, hygiene, and safety reasons, and by their nature, the following are final sale and non-returnable once opened or unsealed, unless faulty:
Email hello@soralady.com with your order number, the item(s) you wish to return, and the reason. We'll reply within 1–2 business days with authorization and return instructions. Returns sent without prior authorization, or to an address other than the one we provide, may not be processed or refunded.
Unless an item is faulty, incorrect, or damaged on arrival, return shipping is the customer's responsibility and original shipping charges are non-refundable. We recommend a tracked, insured service and keeping your proof of postage; we are not responsible for returns lost or damaged in transit before they reach us. Any customs duties or taxes on returns are the customer's responsibility.
Once we receive and inspect your return, we'll email to confirm approval or rejection. Approved refunds are issued to your original payment method within 5–10 business days of approval; your bank or card issuer may take additional time to post the funds, over which we have no control. Refunds cover the price of eligible returned items only — original shipping, return shipping, and any duties/taxes are non-refundable unless the return is due to our error. Where a discount was applied, the refund reflects the actual amount paid. We reserve the right to decline a refund or apply a reasonable deduction for items returned outside the conditions above.
The fastest way to exchange is to return the eligible item for a refund and place a new Order for the item you want. If you'd prefer a direct exchange, mention it when you contact us and we'll assist, subject to stock availability; price differences may apply.
If you need to cancel or change an Order, contact us as soon as possible. Once an Order has entered processing or shipped, we may be unable to cancel or amend it; in that case, standard return conditions apply after delivery.
If your Order arrives damaged, defective, or incorrect, contact us within 7 days of delivery with your order number and clear photos of the item and packaging. Where the fault is confirmed, we'll arrange a replacement or a full refund (including any shipping you paid) at no cost to you. Please keep the item and packaging until the matter is resolved.
If tracking shows delivered but you haven't received your Order, or a parcel appears lost in transit, contact us within a reasonable time and we'll open an investigation with the carrier. Resolution may depend on the carrier's findings.
International customers follow the same process. Please mark returns clearly as "returned goods" to avoid additional duties; any import charges incurred on returns are the customer's responsibility.
Questions about a return? Email hello@soralady.com and we're happy to help.
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