Refund policy
Sornelva aims to provide a clear and fair returns and refunds process. This policy applies to purchases made through https://sornelva.com. Please review the following information before requesting a return.
Return Window
You may contact us to request a return within 30 calendar days from the date your order is marked as delivered. Please submit your request within this period and wait for instructions from our customer support team.
Return Eligibility
In general, returned products should be unused and undamaged, with their original packaging, accessories, and related materials retained wherever possible.
For fragile products such as decanters and wine glasses, please keep the products and packaging in suitable condition so they can be assessed if necessary. Return eligibility will be evaluated based on the circumstances and applicable law.
If a product arrives damaged or defective, the wrong item was delivered, or the product otherwise does not match your order, please contact us promptly. Include your order number, a description of the issue, and relevant photos so we can review the matter.
How to Request a Return
Please follow these steps to request a return:
- Email us at [email protected].
- Provide your order number, the name of the product you wish to return, and the reason for the return.
- If the product is damaged, defective, or incorrect, include relevant photos.
- Wait for confirmation and return instructions before shipping the product back.
Please do not send products back before receiving return instructions, as this may affect the handling of your request.
Return Shipping Costs
Return shipping costs depend on the reason for the return, the condition of the product, and applicable law.
For returns due to personal reasons, such as a change of mind or no longer needing the product, the customer may be responsible for return shipping costs.
If a product is verified to be damaged, defective, incorrect, or affected by another issue for which we are responsible, we will cover the applicable return or handling costs based on the circumstances and applicable law.
Refund Processing
After the returned product and relevant circumstances have been reviewed, we will inform you of the outcome of your refund request. Approved refunds are generally issued to the original payment method. The time required for the funds to appear may vary depending on your payment provider, bank, or card issuer.
For returns involving only some items from an order, the refund amount will be determined based on the items approved for return and the applicable circumstances. Nothing in this policy affects consumer rights that cannot lawfully be excluded or restricted.
Returns That May Not Qualify
A return request may be declined if a product has been used, damaged, or returned without relevant accessories or packaging, unless the circumstances or applicable law require otherwise. Each request will be assessed according to the product's condition and applicable legal requirements.
Contact Us
To request a return, ask about a refund, or report a product issue, please contact us:
Email: [email protected]
Support Hours: Monday–Friday, 9:00 AM–6:00 PM (UTC+8)
Website: https://sornelva.com