Refund policy

Sorelay Refund & Return Policy

Last updated: September 7, 2026

At Sorelay, we want you to feel confident with every purchase. If you are not completely satisfied with your order, you may request a return within 30 days of delivery, subject to the conditions below.

Returns
To be eligible for a return, products must be unused, unopened, and in their original packaging. For hygiene and safety reasons, beauty, skincare, cosmetic, and personal-care products that have been opened or used cannot be returned unless they arrived damaged or defective.

Damaged, Defective or Incorrect Items
If your order arrives damaged, defective, or you receive the wrong product, please contact us as soon as possible with your order number and photos of the item. Once verified, we will arrange a replacement or refund at no additional cost to you.

Refunds
Once we receive and inspect your approved return, we will notify you of the outcome. Approved refunds will be issued to your original payment method. Please allow several business days for your bank or payment provider to process the refund.

Original shipping charges are non-refundable unless the order was damaged, defective, incorrect, or otherwise due to an error by Sorelay.

Return Shipping
If the return is due to a damaged, defective, or incorrect product, Sorelay will cover the return shipping cost. For returns due to a change of mind or personal preference, the customer is responsible for return shipping costs.

Cancellations
Orders may be cancelled for a full refund before they have been fulfilled. Once an order has been fulfilled or shipped, it can no longer be cancelled and must instead follow our return process.

Final Sale
Products clearly marked Final Sale cannot be returned, exchanged, or cancelled, except where required by applicable law or where the product arrives damaged, defective, or incorrect.

Exchanges
We do not currently offer direct exchanges. If you would like a different product, please return the eligible item and place a new order.

Contact Us
To request a return, refund, or cancellation, contact Sorelay through our customer support email and include your order number and reason for the request.