At SORELLALAB, we value transparency and fairness. In order to protect both our customers and our business, please carefully review the following terms and conditions relating to returns and refunds.

1.  Return Requests

2. Return Conditions

Returned items must meet the following requirements:

• Items must be unused, unworn and unwashed.
• The original packaging must be intact and suitable for resale.
• Items must not show signs of damage, alteration or excessive wear.

Sale items and promotional products are non-refundable and non-exchangeable, unless a product defect is confirmed.

3. Items Not Received

If your tracking status shows 'delivered' but you did not receive the package:

• You must provide valid proof of non-receipt.
• Claims must be submitted within 24 hours of delivery confirmation.
• Once verified, we will arrange a replacement shipment or issue a refund.

Requests submitted after this timeframe may not be accepted.

4. Refused Deliveries

If a customer refuses delivery:

• Refunds will only be processed after the returned package has been received by the seller.
• Original shipping fees will not be refunded.
• Any additional return shipping costs may be deducted from the refund.

5. Unauthorised Returns

Returns sent back without prior approval from SORELLALAB may be refused.

In such cases:

• The seller reserves the right to reject the package.
• All resulting costs, including shipping and handling, will be borne by the customer.

6. Fraud Prevention & Abuse Policy

To prevent fraud and abuse, SORELLALAB reserves the right to refuse returns or refunds under the following circumstances:

• Excessive wear, improper use or intentional damage
• Repeated or abnormal return behaviour
• Suspected fraudulent activity or policy violations

Decisions made under this policy are final.

7. Refund Processing

• Refunds are issued to the original payment method.
• Processing begins after the returned item passes inspection.
• Refunds are processed within 3–5 business days once the returned item has been received and inspected.
• Original shipping fees are non-refundable, unless the return is due to a seller error.

8. Contact Us

If you have questions regarding returns, refunds, or delivery issues, please contact us promptly:

Email: [email protected]

Our support team aims to respond within 1–2 business days.

Thank you for shopping with SORELLALAB.