Returns & Refunds Policy
Last updated: October 2026
At SORALS, we want you to have a positive experience with your purchase.
Because many SORALS products are handcrafted, individually produced, made in limited quantities or may have natural variations, returns and refunds may be subject to product-specific conditions.
1. Eligibility for Returns
Return eligibility depends on the product and the reason for the return.
Where a product is eligible for return, it should generally be:
- Unused
- In its original condition
- Returned with its original packaging and accompanying materials, where applicable
- Not damaged or altered after delivery
Certain products may not be eligible for return because of their nature, customization, hygiene considerations, limited availability or other specific conditions.
The applicable return conditions may be communicated on the product page or at the time of purchase.
2. Handmade and Natural Variations
Many SORALS products are handmade.
Minor variations in colour, texture, pattern, dimensions or finish may occur as a natural result of handmade production and the materials used.
Such variations may not be considered defects and may not, by themselves, qualify an order for return or refund.
3. Damaged or Incorrect Products
If you receive a product that appears to have been damaged during delivery or you receive an incorrect product, please contact us as soon as reasonably possible after delivery.
We may request photographs, videos, packaging information, order details or other information necessary to assess the issue.
If the issue is verified, SORALS may, as appropriate:
- Arrange a replacement
- Offer a refund
- Provide another appropriate resolution
The available resolution may depend on product availability and the circumstances of the case.
4. Return Request
To request a return, please contact:
Please include:
- Order number
- Product name
- Reason for the return
- Relevant photographs or other supporting information, where applicable
We will review the request and provide further instructions where a return is approved.
Please do not send a product back without receiving return instructions from SORALS.
5. Refunds
Where a refund is approved, the refund will generally be processed through the applicable payment method or payment provider, subject to the procedures of that provider.
The time taken for the refund to appear in your account may vary depending on the payment provider and financial institution.
Shipping charges and other fees may be non-refundable where permitted by applicable law and the circumstances of the order.
6. International Returns
International returns may involve additional shipping, customs or other costs.
The treatment of such costs will depend on the reason for the return and the circumstances of the order.
Customers may be responsible for return shipping or other costs where a return is requested for reasons other than an error or defect attributable to SORALS, subject to applicable law.
7. Non-Returnable or Special Products
Certain products may be marked as non-returnable, final sale, customized, made-to-order or otherwise subject to special return conditions.
The applicable product-specific terms will take precedence where clearly stated.