Refunds & Shipping
At Sorovu, customer satisfaction is our top priority.
We understand that sometimes a product may not meet your expectations.
Our return and refund policy is designed to be fair, clear, and easy to understand.
Shipping & Delivery
-
Order Processing Time: All orders are processed within 24 hours (excluding weekends and holidays) after receiving your order confirmation email.
-
Delivery Time:
• United Kingdom: Estimated delivery within 4–7 business days
• Other Regions: Estimated delivery within up to 12 business days depending on your location -
You will receive a notification with tracking details once your order has been shipped.
Return Window
You may request a return within 14 days after the receipt of your order.
Returns requested beyond 14 days cannot be accepted due to our policy.
Eligibility for Returns
To qualify for a return:
-
The item must be unused, undamaged, and in its original packaging.
-
All original accessories, tags, boxes, and manuals must be included.
-
Proof of purchase (order confirmation, packing slip, or invoice) is required.
-
Return must be authorized by contacting our Customer Support before shipping.
Note: Unauthorized returns without prior approval will be refused.
Non-Returnable Items
We do not accept returns for the following:
-
Final sale items.
-
Products showing signs of use, alteration, or damage not caused by transit.
-
Gift cards, promotional vouchers, and customized products.
Return Shipping Costs
-
If the return is due to personal reasons (e.g., change of mind, wrong item ordered), you are responsible for return shipping costs and insurance.
-
If the return is due to our error (e.g., faulty, wrong item), Sorovu will cover the return shipping fees.
Return Restocking Fee
-
For non-defective personal reason returns, a 15% restocking fee will be deducted from the refund to cover handling and inspection costs.
-
Shipping fees paid during the original order are non-refundable.
How to Initiate a Return
-
Contact info@sorovu.com within 14 days of receiving your order, providing your order number and reason for the return.
-
Wait for Return Authorization and further instructions.
-
Prepare your item securely:
-
Place the item in its original packaging.
-
Include a copy of your order confirmation inside the package.
-
Use a sturdy cardboard box with sufficient protective materials (e.g., bubble wrap).
-
Important:
Do not send any returns to the address listed on the original package label without confirmation from Sorovu Customer Service.
Packaging and Return Shipping
-
All items must be packaged safely to avoid damage during return shipping.
-
We recommend using a trackable and insured shipping method.
-
Sorovu is not responsible for returned items lost or damaged during transit without tracking proof.
Refund Processing
-
Once your return is received and inspected, you will be notified via email.
-
If approved, refunds will be processed within 48 hours to your original payment method.
-
U.S. credit card refunds typically take 2-3 business days to post; international refunds may take 5-10 business days depending on your bank.
Free Gifts Policy
You are welcome to keep any promotional gifts received with your purchase — they do not need to be returned.
Lost Return Packages
-
Always retain your return tracking number and proof of shipping.
-
If your return is lost during transit and you cannot provide proof of delivery to Sorovu, unfortunately, a refund cannot be issued.
-
If you have tracking proof showing successful delivery to Sorovu, we can process your refund even if the item is lost internally.
Partial Refunds
Partial refunds may apply in the following cases:
-
Items returned not in original condition, missing parts or damaged due to improper packaging.
-
Late returns received after the authorized return window without prior arrangement.
Canceled Orders
-
Orders canceled after shipment are subject to all original shipping costs, return shipping costs, and a 20% restocking fee.
-
If you wish to cancel your order, please contact us immediately before dispatch confirmation to avoid these fees.
Contact Us
For all return and refund inquiries, please contact our Customer Support team:
✉️ Email:info@sorovu.com