Returns Policy
Your satisfaction is at the heart of everything we do at Sora. We want you to love what you order, but if something isn't quite right, we're here to help.
1. Unopened Products (within 14 days)
Changed your mind? No worries. If your item is unused, unopened, and in its original packaging, you can:
- Exchange it for a different product at no additional cost.
- Return it for a full refund -- simply send it back to us and we'll process your refund once we receive and inspect the item.
Items must be returned in their original, sealed condition. We cannot accept returns of products that have been opened, used, or are missing their original packaging.
2. Opened or Used Products (within 14 days)
If you've opened or used a product and it's not working out for you, please get in touch with our care team. Depending on the circumstances, we may be able to offer:
- An exchange for a more suitable product from our range.
- Store credit toward a future purchase.
Each case is assessed individually. Please contact us with your order number and a brief description of the issue, and we'll do our best to find a fair solution.
3. Damaged or Defective Products
Received something damaged or faulty? We're sorry about that. Please reach out to us within 14 days of delivery with a photo or short video showing the issue, and we'll arrange a replacement or full refund right away. You won't need to cover return shipping for defective items.
4. How to Start a Return
To initiate a return or exchange, please contact our customer support team at support@soravibes.com with the following details:
- Your order number
- The product(s) you'd like to return or exchange
- The reason for your return
We'll provide you with return instructions and a shipping address. Please do not send items back without first contacting us.
5. Return Shipping
Unless the item is defective or we made an error with your order, return shipping costs are the responsibility of the customer. We recommend using a tracked shipping service, as we cannot be held responsible for items lost in transit.
6. Refund Processing
Once we receive your returned item and confirm it meets our return conditions, we'll process your refund within 5-7 business days. Refunds will be issued to your original payment method. Please note that your bank or payment provider may take additional time to reflect the refund in your account.
7. Non-Returnable Items
The following items cannot be returned or exchanged:
- Gift cards
- Items marked as "Final Sale" or "Non-Returnable" on the product page
- Items returned after the 14-day return window
8. Late or Missing Refunds
If you haven't received your refund after the expected processing time, please first check with your bank or credit card provider as it may take some time for the refund to appear. If you've done this and still haven't received your refund, please contact us at support@soravibes.com and we'll look into it for you.
Contact Us
If you have any questions about our returns policy, please don't hesitate to reach out:
Sora Vibes Ltd. 12 Bloomfield House, Riverside District, London, UK Email: support@soravibes.com
