Refund Policy
At Sorelusshop, we want you to be completely satisfied with your purchase of comfortable boots, shoes, and more. This Refund Policy outlines the terms and conditions for requesting a refund, including eligibility criteria, processing procedures, and timelines. By placing an order with us, you agree to comply with the terms stated below.
1. Refund Eligibility
To be eligible for a refund, your return must meet the following conditions:
• Timeframe: The request for a refund must be submitted within 30 days of the delivery date of your order. We will not process refund requests received after this period.
• Product Condition: Returned items must be in unused, unworn, and undamaged condition, with all original tags, packaging, and accessories intact. Items showing signs of wear, damage, or alteration will not be eligible for a refund.
• Proof of Purchase: You must provide a valid proof of purchase (e.g., order confirmation email, order number) when requesting a refund. We cannot process refunds without verifying your order details.
• Exceptions: Custom or personalized items are non-refundable unless they are defective or damaged upon delivery. Clearance or final sale items are also non-refundable, unless they do not match the product description or are defective.
2. How to Request a Refund
To initiate a refund, please follow these steps:
1. Contact Customer Service: Send an email to our customer service team at [email protected] with the subject line "Refund Request. Include your order number, the name of the item(s) you wish to return, the reason for the refund, and clear photos (if the item is defective or damaged).
2. Receive Return Authorization (RA): Our team will review your request within 24-48 business hours (excluding weekends and public holidays). If approved, we will send you a Return Authorization (RA) number and detailed return instructions, including the return address.
3. Return the Item(s): Pack the eligible item(s) securely in the original packaging (or a suitable alternative) and attach the RA number to the package. Ship the item(s) back to us using a trackable shipping method. Please note that return shipping costs are the responsibility of the customer, unless the refund is due to a defective product, incorrect item, or an error on our part.
4. We Receive and Inspect Your Return: Once we receive your returned package (typically 3-7 business days after shipment, depending on your location), our team will inspect the item(s) to ensure they meet the refund eligibility criteria.
3. Refund Processing & Timelines
After we confirm that your return meets our eligibility requirements, we will process your refund within 5-7 business days. The refund will be issued to your original payment method (e.g., credit card, PayPal) used at the time of purchase.
Please note that the time it takes for the refund to reflect in your account may vary depending on your financial institution or payment processor. Typically, refunds take 3-10 business days to appear in your account, but this may take longer in some cases. We do not control the processing time of your financial institution and cannot be held responsible for delays in refund posting.
4. Partial Refunds
In certain cases, we may issue a partial refund instead of a full refund. This includes scenarios where:
• The returned item(s) have minor damage or missing non-essential accessories (e.g., extra shoelaces) that do not affect the functionality of the product.
• The item(s) are returned after the 30-day window but within 45 days of delivery, and we determine a partial refund is appropriate (at our discretion).
We will notify you via email if a partial refund is being issued, along with an explanation of the adjustment.
5. Defective or Damaged Products
If you receive a defective or damaged product, please contact us within 7 business days of the delivery date. Provide your order number, photos of the defect/damage, and a detailed description of the issue. We will arrange for a full refund, replacement, or repair (at our discretion) at no cost to you. We may require you to return the defective/damaged item, and we will cover the return shipping costs.
6. Incorrect or Missing Items
If you receive an incorrect item (different from what you ordered) or if an item is missing from your package, please contact us within 7 business days of delivery. Provide your order number, photos of the received items (and packaging), and we will resolve the issue promptly. We will either ship the correct item to you at no cost or issue a full refund for the incorrect/missing item.
7. Refund Cancellations
Once a refund request is approved and the RA number is issued, you cannot cancel the refund request unless you notify us in writing before we receive the returned item. If we receive the returned item after you request to cancel the refund, we will ship the item back to you, and you will be responsible for the return shipping costs.
8. Policy Updates
Sorelusshop reserves the right to update or modify this Refund Policy at any time. Any changes will be posted on this page, and the "Last Updated" date at the bottom will be revised. We encourage you to review this policy periodically before making a purchase or requesting a refund.
9. Contact Us
If you have any questions, concerns, or need further clarification about our Refund Policy, please contact our customer service team at [email protected]. We are here to assist you and ensure a smooth refund process.
Sorelusshop reserves the right to interpret and enforce this Refund Policy in accordance with applicable laws.
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