Return Policy
Return Policy
Last updated: June 11, 2025
At Soralya, we do everything possible to provide you with a satisfying shopping experience. However, if you are not completely satisfied with your purchase, please find our return policy below:
1. Right of Withdrawal
In accordance with applicable law, you have a period of 14 calendar days from the receipt of your order to exercise your right of withdrawal, without having to provide any reason or pay any penalties.
2. Conditions for Accepting a Return
-
The product must be unused, unopened, undamaged, and in its original packaging.
-
Returned items that are incomplete, damaged, or soiled will not be accepted.
-
Return shipping costs are the responsibility of the customer, unless the product is defective or does not comply with the original order.
3. Return Procedure
-
Send an email to contact@soralya.com indicating your order number, the reason for the return, and, if possible, a photo of the product if it is damaged or non-compliant.
-
After approval by our customer service team, we will provide you with the return address and instructions to follow.
-
Return the product in its original packaging, including your order number and full contact details.
4. Refund
Once the return has been received and inspected, we will issue a refund to the original method of payment within 14 days. Initial shipping costs are not refunded, unless the product is defective or non-compliant.
5. Exchanges
We do not offer automatic exchanges. If you wish to receive a different product, simply return the item following the procedure above and place a new order.
6. Non-Returnable Products
For hygiene reasons, certain opened or used products (for example, cosmetics) cannot be returned or exchanged. This will be clearly stated on the relevant product page.