Returns & Refunds Policy

We offer a 30-day return policy, which means you have 30 days from the date you receive your item to request a return.

To request a return, please contact us at help.soreva@gmail.com, providing your order number.

All returns must be authorised in advance by our customer service team and completed in accordance with the instructions provided.

30-Day Return Guarantee

To qualify for our 30-day return guarantee beyond the statutory withdrawal period, the product must be returned in a condition suitable for resale, with all original accessories and packaging.

The original packaging must be complete and in good condition. It must not be torn, severely damaged, taped directly or rendered unusable.

Return shipping costs are the responsibility of the customer and may vary depending on the country of origin and the applicable shipping rates.

Where Soreva provides a prepaid return label, the corresponding shipping cost will be deducted from the refund.

Items returned without prior authorisation will not be accepted under this 30-day return guarantee.

This commercial guarantee does not affect your statutory consumer rights.

14-Day Statutory Right of Withdrawal

Where a statutory right of withdrawal applies under the relevant legislation, consumers have 14 days from the date they receive their goods to withdraw from their purchase without giving any reason.

To exercise this right, you must inform us of your decision to withdraw before the applicable deadline by contacting help.soreva@gmail.com.

You then have a further 14 days from the date you notify us of your decision to return the product.

You may handle and inspect the product to the extent necessary to establish its nature, characteristics and proper functioning.

You may be held responsible for any reduction in the product's value resulting from handling beyond what is necessary for these checks.

Direct return shipping costs are the responsibility of the customer.

Where Soreva provides a prepaid return label at the customer's request, the corresponding shipping cost remains the customer's responsibility.

Faulty, Damaged or Incorrect Items

Please inspect your order upon delivery and contact us promptly if your item is faulty, damaged or different from the product you ordered.

We may request supporting evidence to assess the issue, including photographs or a short video.

If a fault, damage or fulfilment error is confirmed, Soreva will cover any necessary return shipping costs and provide an appropriate solution in accordance with applicable statutory consumer rights.

Refunds

Once we have received and inspected your returned item, we will notify you of the outcome of your return request.

Under our 30-day return guarantee, refunds are processed in accordance with the conditions of this guarantee.

Where applicable, the cost of a prepaid return label provided by Soreva will be deducted from your refund.

Where you exercise a statutory right of withdrawal, we will refund all amounts due in accordance with applicable legislation, including the original standard delivery charges where legally required.

Any additional delivery costs resulting from your choice of a delivery method more expensive than our standard delivery option will not be refunded.

Refunds will be processed within the time limits required by applicable law.

Soreva may withhold the refund until the returned goods have been received or until you provide evidence that the goods have been sent back, whichever occurs first.

Refunds will be issued using the same payment method used for the original purchase, unless expressly agreed otherwise.

Please note that the time it takes for the refund to appear in your account may vary depending on your bank or payment provider.

For any questions regarding returns or refunds, please contact us at help.soreva@gmail.com.