Refund Policy

Last updated: October 16, 2026

We want you to be happy with everything you order from Sorreti. If something is not right, this policy explains how returns, replacements and refunds work, one step at a time. If your question is not answered here, our support team is glad to help.

Your 30 day return window

You have 30 days from the day your order is delivered to start a return. After those 30 days we are no longer able to accept a return, so please get in touch with us within that time.

Conditions for a return

To be accepted, a returned item needs to be:

Unused and in the same condition you received it in
In its original packaging, with all tags still attached
Backed by proof of purchase, such as your order number

How to start a return

Email support@sorreti.com within 30 days of delivery. Include your order number, the item you would like to return, and a few words on why.
We review your request. Once it is approved, we email you step-by-step instructions and the address to send your return to.
Pack the item carefully in its original packaging and send it to the address we gave you.
When your return reaches us, we inspect it and email you to let you know if your refund is approved.

Please do not send anything back before your return has been approved. Parcels sent without approval cannot be accepted.

Damaged, faulty or wrong items

Please check your order as soon as it arrives. If an item is damaged, faulty or not what you ordered, contact us within 48 hours of delivery and include photos that show the problem. Once we have reviewed the details, we will arrange a free replacement or a refund. If anything needs to come back to us, we pay for the return shipping.

Items that cannot be returned

For hygiene and safety reasons, the following items cannot be returned:

Personal care and grooming products once opened or used (for example hair trimmers, nail clippers, skin care, makeup, hair color, dental covers)
Items worn against the skin (for example earplugs, compression socks, cycling shorts, sweat towels), unless still sealed and unused
Pest control products once opened

If one of these items arrives damaged, faulty or wrong, please contact us within 48 hours of delivery as described in the section above. If you are not sure whether an item can be returned, just ask us before you order.

Exchanges

To exchange an item, return the original using the steps above, then place a new order for the item you would like instead.

Changing or canceling an order

You can change or cancel your order within 1 hour of placing it. Email support@sorreti.com with your order number, or call us at +1 (209) 503-8199 during customer service hours (Monday to Sunday, 8:00 AM to 5:00 PM MT).

If the 1 hour window has passed, or your order has already shipped, please wait for it to arrive and then follow the return process in this policy.

Lost or undelivered parcels

Every parcel we send is insured in transit. If your order has not arrived within the expected delivery time, or tracking shows it as delivered but you cannot find it, contact us with your order number. We will open a case with the carrier, and if the parcel cannot be found we will give you a full refund or send you a replacement. You can read more in our Shipping Policy.

Return shipping costs

Damaged, faulty or incorrect items: we pay for the return shipping.
Change of mind: if you ordered the wrong item, it does not fit, or you simply no longer want it, you pay the return shipping.

No restocking fees

We do not charge restocking fees on any return.

When you will get your refund

Once your return reaches us, we inspect it and email you to let you know if your refund is approved. Approved refunds go back to your original payment method, usually within 10 business days of approval. Your bank or card issuer may take a little longer to show it on your statement.

If 15 business days have passed since we approved your refund and you still cannot see it, email support@sorreti.com and we will look into it for you.

Your legal rights

This policy is in addition to your statutory consumer rights. Nothing in it limits any rights you have under applicable law.

Questions

We are here Monday to Sunday, 8:00 AM to 5:00 PM MT, and we usually reply within 12 hours. Email support@sorreti.com or call +1 (209) 503-8199. You can also visit our contact page or read our FAQ.