Refund policy

Return & Refund Policy

Effective Date: January 1, 2026

This policy is published, publicly accessible, and applies to all purchases made through the Sorrelo Wellness website.

By completing a purchase, the customer confirms they have reviewed and agreed to this Return & Refund Policy at checkout.

Final Sale Policy (Opened Products)

Due to health, safety, and quality-control standards, all opened, used, altered, or tampered products are final sale and not eligible for return, refund, or exchange.

This condition is non-negotiable and strictly enforced.

Unopened Product Returns

We accept returns only for unopened, unused, and factory-sealed products in original, resalable condition.

Return requirements:

  • We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

    To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

    To start a return, you can contact us at sorrelowellness@gmail.com. Please note that returns will need to be sent to the following address: [INSERT RETURN ADDRESS]

    If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

    You can always contact us for any return question at sorrelowellness@gmail.com.


    Damages and issues
    Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.


    Exceptions / non-returnable items
    Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

    Unfortunately, we cannot accept returns on sale items or gift cards.


    Exchanges
    The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.


    European Union 14 day cooling off period
    Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.


    Refunds
    We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
    If more than 15 business days have passed since we’ve approved your return, please contact us at sorrelowellness@gmail.com.

    Return request must be submitted within 14 calendar days of confirmed delivery

  • Products must be unopened, unused, and in original packaging

  • Customers are  fully responsible for all return shipping costs

  • Original shipping fees are non-refundable

  • Return authorization is required prior to shipment

Returns that do not meet these conditions will be refused and returned to the sender at the customer’s expense.

Return Authorization (Required)

All returns must be approved in writing before being sent back.

Unauthorized returns will not be processed, refunded, or reshipped.

Refund Processing

Approved refunds are issued only after the returned product is received and inspected.

  • Refunds apply to product cost only

  • Refunds are issued to the original payment method

  • Processing timelines are determined by the payment provider

Damaged or Incorrect Orders

Claims for damaged or incorrect items must be submitted within 7 calendar days of delivery.

Required documentation:

  • Order number

  • Clear photographic evidence of the item and packaging

Failure to submit required documentation within the claim window results in claim denial.

Approved claims will be resolved at the merchant’s discretion with a replacement or refund.

Subscription Orders (Recurring Shipments)

By purchasing a subscription product, you agree to the following:

  • All subscription orders are final once processed

  • Subscription shipments cannot be returned or refunded once fulfillment has begun

  • Unopened returns do not apply to subscription orders

  • Customers are responsible for managing, pausing, or canceling subscriptions before the next billing date

  • Failed cancellations or late modification requests are not eligible for refunds

Subscription terms are clearly displayed prior to checkout and are acknowledged at purchase.

Order Cancellations

Orders may be canceled within 24 hours of purchase and before fulfillment begins.

Once fulfillment or shipment has started, cancellations are no longer permitted.

Shipping Responsibility & Delivery Confirmation

Orders marked as delivered by the carrier are considered fulfilled.

  • Sorrelo Wellness is not responsible for lost, stolen, or misdelivered packages

  • Carrier tracking confirmation constitutes proof of delivery

  • Address errors entered by the customer void eligibility for refunds or replacements

Chargebacks & Payment Disputes

By completing a purchase, the customer agrees to contact Sorrelo Wellness prior to initiating a chargeback or payment dispute.

In the event of a dispute, we reserve the right to submit:

  • This published policy

  • Proof of customer acceptance at checkout

  • Carrier delivery confirmation

  • Order and communication records

Abuse of the chargeback process may result in order refusal or account restriction.

Customer Responsibility

Customers are responsible for:

  • Reviewing product descriptions, ingredients, and usage information

  • Determining product suitability

  • Managing subscription settings proactively

Policy Enforcement

This policy is enforced uniformly and applies to all purchases without exception.

Contact Information

For return authorization or policy questions:

Email: sorrelowellness@gmail.com
Business Name: Sorrelo Wellness