Política de reembolso

At Sorelle, your satisfaction isn’t just a promise — it’s a commitment. As a global brand trusted by thousands of customers worldwide, we take pride in providing a generous, transparent, and customer-centric refund and return policy. Whether you’ve changed your mind, received a defective item, or simply aren’t fully satisfied, we’re here to make it right — no questions asked.

30-Day Satisfaction Guarantee

We offer a 30-day money-back guarantee on all purchases. If you're not completely satisfied with your order for any reason, you may request a refund or return within 30 days from the date of delivery.

Eligibility for Refunds and Returns

  • Requests must be submitted within 30 days of delivery (not purchase date).
  • Items must be in their original condition: unused, undamaged, unwashed, and in original packaging with all accessories and inserts included.
  • Partial refunds may be granted in cases where an item is not in original condition or is returned beyond the 30-day window, subject to review.

How to Request a Refund or Return

  1. Email our Customer Experience Team at hey@trysorelle.com with your order number, full name, and reason for the return or refund.
  2. Include photographic evidence if the item is defective, damaged, or incorrect.
  3. Our team will respond within 24 hours during business days to confirm eligibility and provide return instructions or next steps.

Refund Processing Time

  • Once your return is received and inspected, we’ll notify you via email regarding the status of your refund.
  • If approved, refunds are issued to the original payment method within 5–10 business days.
  • Processing time may vary depending on your bank or card issuer.

Return Shipping Responsibility

  • Unless the item is faulty, defective, or shipped incorrectly, return shipping costs are the customer’s responsibility.
  • We recommend using a trackable shipping service and purchasing shipping insurance, as we cannot guarantee receipt of returned items.

Defective, Damaged or Incorrect Items

If you receive an item that is damaged, defective, or different from what you ordered, we will replace it at no cost or offer a full refund. We may request photos or videos to confirm the issue for quality assurance purposes.

Exchanges

We happily accept exchange requests for different sizes, colors, or product replacements if the item is in stock. Exchanges are processed with priority handling once the original item is received and verified.

Non-Refundable or Ineligible Items

  • Items returned without original packaging or in visibly used/damaged condition (e.g., stains, wear, missing parts) may be deemed ineligible for a full refund.
  • Gift cards, digital downloads, and clearance items marked “Final Sale” are non-refundable unless defective.

Flexible Case-by-Case Support

We understand that every customer’s situation is unique. If you feel your case deserves an exception to our general policy, reach out to us. Our customer care team is empowered to make discretionary decisions that prioritize customer satisfaction. We’re not here to hide behind terms — we’re here to serve you.

Disputed Charges & Chargebacks

We strongly encourage customers to contact us directly before filing a chargeback or dispute with their payment provider. In nearly every case, we are able to resolve issues quickly and fairly. Filing a chargeback before contacting us may delay the resolution process and disqualify eligibility for refunds or store credit.

Policy Enforcement & Fraud Prevention

To protect our customers and our business, Sorelle reserves the right to refuse returns or refunds in cases of suspected fraud, abuse of the return policy, or repeated high-value returns without valid reason. Each case is reviewed individually.

Policy Updates

This Refund & Return Policy may be updated periodically to reflect operational changes or compliance with legal requirements. Please review the policy before initiating a return request. The latest version is always accessible on our website.

Contact & Customer Support

For questions, refund requests, or any form of post-purchase support, our team is here to help:

Your satisfaction is our success. Thank you for being part of the Sorelle community.