Return and Refund Policy

This policy describes the conditions under which you can return a product purchased on sorelise.com and obtain a refund.

1. Right of withdrawal

In accordance with current regulations, you have a period of 14 calendar days from the receipt of your order to exercise your right of withdrawal, without having to give reasons for your decision.

If the deadline expires on a Saturday, Sunday or public holiday, it is extended until the next working day.

2. Return conditions

To be accepted, the returned product must imperatively:

  • Be returned in its original condition, unused, unworn, unwashed and undamaged;
  • Be accompanied by its complete original packaging, as well as all labels, accessories, instructions and elements provided;
  • Be shipped within 14 days following the notification of withdrawal.

Any product returned incomplete, damaged, soiled or damaged by the customer will not be eligible for a refund.

3. Products not eligible for return

In accordance with the law, certain products cannot be subject to a right of withdrawal, including:

  • Products unsealed after delivery that cannot be returned for reasons of hygiene or health protection (open cosmetics, started care products);
  • Personalized products or products made according to your specifications;
  • Products likely to deteriorate or expire quickly.

4. Return procedure

To make a return, follow the steps below:

  1. Contact us at contact@sorelise.com within 14 days of receipt, specifying your order number and the reason for the return.
  2. Receive the return address: our customer service will provide you with the address of the warehouse closest to you to ship your package.
  3. Return the product in its original packaging, within 14 days of confirming the address, with recommended postal tracking.
  4. Send us the tracking number and proof of shipment by email.

Important: no return will be accepted without prior agreement from our customer service. Packages returned without prior contact cannot be processed.

5. Return shipping costs

Return shipping costs are the responsibility of the customer. We recommend that you ship your package with a tracking service and insurance, as we cannot be held responsible for packages lost, stolen or damaged during return transit.

6. Refund

After receipt and verification of the conformity of the returned product, we will proceed with the refund within a maximum of 14 days.

The refund will be made via the same payment method used during the purchase, unless you expressly agree to another method.

The refund includes:

  • The price of the returned product(s);
  • Initial standard delivery costs, in the event of a full return of the order.

Return shipping costs are not reimbursed. If you chose a more expensive delivery method than the standard delivery offered, only the cost of standard delivery will be reimbursed.

7. Defective or non-compliant product

If you receive a product that is defective, damaged during transport or not in conformity with your order, contact us at contact@sorelise.com within 48 hours of receipt, attaching:

  • Your order number;
  • Clear photographs of the product and its packaging;
  • A precise description of the problem observed.

After examination, we will proceed, as appropriate, with a replacement, a credit note or a full refund, without additional costs for you.

8. Legal guarantees

Regardless of the right of withdrawal, you benefit from the applicable legal guarantees, including:

  • The legal guarantee of conformity which covers defects existing at the time of delivery of the product;
  • The guarantee against hidden defects which covers defects making the product unfit for its intended use or significantly reducing its use.

To assert these guarantees, contact our customer service at contact@sorelise.com.

9. Order cancellation

You can request to cancel your order before it is shipped by contacting us quickly at contact@sorelise.com. Once the order has been shipped, it can no longer be cancelled and the return procedure described above applies.

10. Contact

For any questions regarding a return or refund, contact us at contact@sorelise.com. Our customer service will respond within a maximum of 2 working days.