By purchasing from www.sorrino.com, you agree to our Refund & Returns Policy outlined below.
At Sorrino, we want you to love your online shopping experience. However, if you receive a product that is damaged, faulty, or not as described, please review the following options and conditions.
Our return policy lasts 30 days from the date of purchase.
If 30 days have passed since your order, unfortunately, we cannot offer a refund, replacement, or exchange.
To be eligible for a return:
- The item must be in its original condition, unused, and with all labels and tags attached.
- We reserve the right to refuse any return if there is evidence the product was used, damaged by the customer, or not returned in its original condition.
Return Shipping Responsibility:
Customers are responsible for all return shipping costs. We recommend using a trackable shipping service or purchasing shipping insurance.
Sorrino does not guarantee that we will receive your returned item and is not responsible for items lost or damaged during return transit.
Restocking Fee:
All approved returns are subject to a 25% restocking fee, deducted from the refund amount.
Non-Refundable Fees:
The original shipping fee is non-refundable. Only the cost of the product (minus restocking) will be refunded.
Once your return is received and inspected, we will issue your refund to the original payment method within 5 business days.
Important:
Do not send returns to the address printed on your package. This is not our return facility and will delay processing. Please contact us first for return instructions.
We understand that sometimes you may change your mind after placing an order.
We can cancel your order within 6 hours of purchase.
To request a cancellation, please email support@sorrino.com with the subject line:
CANCEL ORDER #____
If approved, a small $5 USD processing fee will be deducted from your refund to cover label printing and payment gateway fees.
After 6 hours, we cannot cancel your order, as it may already be in processing or shipped.
We do not offer refunds or exchanges for change of mind, incorrect size, or ordering errors.
We only replace items that are defective or damaged due to shipping or manufacturing issues.
If your item arrives damaged or faulty:
- Contact us at support@sorrino.com within 3 days of your order being marked “Delivered.”
- Include clear photos or a short video of the issue so our inspection team can review it.
We will notify you of the approval or rejection of your refund or replacement after our review.
Failure to provide required evidence within the specified timeframe may result in denial of your claim.
Partial refunds may be issued in specific circumstances at our discretion.
Please ensure your shipping details are accurate before placing your order.
Sorrino is not responsible for any loss, delay, or failed delivery caused by incorrect or incomplete shipping information.
We cannot refund or replace items lost or destroyed due to:
- Misspelled or incomplete addresses
- Missing apartment or house numbers
- Local post office disposal of undeliverable parcels
In some cases, if your package is returned to sender (our 3PL warehouse), we may offer to resend the parcel once it arrives back to us.
A reshipping fee of USD $9.99 will apply.
No refunds will be issued for returned shipments — resend only.
As our products are shipped directly from our logistics and fulfillment partners in China, please note that operations may be temporarily paused during major national holidays, including Lunar New Year.
During this annual holiday period:
- Order processing and dispatch will be placed on hold.
- Shipping times may be extended beyond our standard delivery estimates.
- Tracking updates may be delayed until operations resume.
All orders placed shortly before or during this holiday period will be processed and dispatched once our shipping and logistics partners return to normal operations.
These temporary delays are due to scheduled nationwide closures beyond our control. By placing an order with Sorrino, you acknowledge and accept that holiday-related shipping delays may occur.
Refunds, cancellations, or chargebacks will not be accepted due to shipping delays caused by Lunar New Year or other officially observed public holidays affecting our fulfillment operations.
If you have any questions about your order or our policy, please contact us:
📧 support@sorrino.com
We’re happy to assist you!
