Exchanges & Returns

Return & Refund Policy

30-Day Easy Returns

At Sorela, your satisfaction is our highest priority. We want every shopping experience with us to feel smooth and enjoyable. Still, we understand that sometimes a product may not fully meet your expectations. That’s why we offer a simple and hassle-free return process.

Return Policy Overview

Return Window: You may initiate a return within 30 days of receiving your order. Items returned outside this timeframe may not be eligible for a refund or exchange.

Condition of Returned Items: To qualify for a return, items must be unused, in their original condition, and returned in the original packaging. This includes all tags, accessories, manuals, and documentation.

Easy Returns Process: We’ve made it as effortless as possible. You can either reach out to our customer support team or start the process directly through our online returns portal.

Return Shipping Costs

Defective, Damaged, or Incorrect Items: If you received a product that was defective, damaged, or incorrect due to our error or during shipping, Sorela will cover the full cost of return shipping.

Customer Remorse (Change of Mind): If you decide to return an item because of personal choice—such as ordering the wrong product, a change of mind, or an incorrect fit—the return shipping cost is the responsibility of the customer.

  • Shipping fees paid at checkout are non-refundable.

  • Return shipping costs will be deducted from your refund.

  • An additional $10 restocking fee applies to all returns in this category.

How to Initiate a Return

Step 1 – Contact Us: Email our support team at support@sorela-skin.com with your order number and the reason for your return. Alternatively, you can initiate the return directly via our online returns portal. Our team will provide you with full instructions and a return authorization number.

Step 2 – Pack Your Item Securely: Repack the item in its original packaging, ensuring all tags, accessories, and paperwork are included. Clearly label the package with the return authorization number provided.

Step 3 – Send It Back: Drop off your package with the shipping carrier indicated in your return instructions. Keep proof of postage until your return has been fully processed.

Refund Process

Inspection of Returned Items: Once your return is received, our team will inspect it within 3–5 business days.

Issuing Refunds: If your return is approved, your refund will be issued to your original payment method. Please allow up to 7 business days for the refund to reflect, depending on your payment provider.

Exchanges

We’re happy to help with product exchanges. Simply reach out to our support team, and we’ll guide you through the process.

Non-Returnable Items

For hygiene and safety reasons, some products are non-returnable. These items are clearly marked on their product pages. Please note that used products cannot be returned.

Additional Support

For any questions or further assistance, please contact us:

Store Name: Sorela
Address: 1309 Coffeen Ave Ste 7324, Sheridan, WY 82801, United States
(not a return address – please do not send returns here)
Email: support@sorela-skin.com
Phone: +1 215 798 0267

Customer Service Hours: Monday – Friday: 9:00 AM – 8:00 PM (EST)
We aim to reply within 12 hours.

Thank you for choosing Sorela!