Returns & Refund Policy
Last Updated: July 22, 2026
At Sorall, we want you to shop with confidence. This Returns & Refund Policy explains when a return can be requested, how refunds are processed, and what to expect if you need to return an item. Please read this policy carefully before placing your order.
By placing an order with Sorall, you agree to the terms outlined in this policy.
Return Window
We accept return requests within 25 days from the date your order is delivered.
To be eligible for a return, your request must be submitted within this return period. Requests received after 25 days from the delivery date may not be accepted.
Return Eligibility
We accept returns for both:
- Defective or damaged items
- Non-defective items
To qualify for a return, the item should be returned in its original condition whenever possible, along with any original packaging and included accessories.
We reserve the right to inspect all returned items before approving a refund.
Items That Cannot Be Returned
For hygiene and product safety reasons, certain items may not be eligible for return if they have been used, washed, altered, or are not in their original condition.
A return request may also be declined if:
- The item is returned after the 25-day return window.
- The product has been intentionally damaged or misused after delivery.
- The returned item is different from the item originally purchased.
- Required parts or accessories are missing due to reasons not related to our error.
If you are unsure whether your item qualifies for a return, please contact our customer support team before sending it back.
Exchanges
At this time, Sorall does not offer product exchanges.
If you would like a different product, size, or style, you may place a new order after your return has been completed and approved, where applicable.
Return Shipping Responsibility
Return shipping costs depend on the reason for the return.
If you received a damaged, defective, or incorrect item due to an error by Sorall, we will cover the return shipping cost and provide a return shipping label where applicable.
For all other eligible returns, including change-of-mind returns, the customer is responsible for arranging and paying for the return shipment.
Return Label
If the return is approved because the item is damaged, defective, or incorrect due to our error, Sorall will provide the necessary return shipping label.
For all other approved returns, customers are responsible for obtaining and paying for their own return shipping label.
Restocking Fee
Sorall does not charge a restocking fee.
Restocking Fee: £0
How to Start a Return
To request a return, please contact our customer support team within the 25-day return period.
Please include:
- Your order number
- The reason for your return
- Photos of the item if it is damaged, defective, or incorrect
Our team will review your request and provide further return instructions if your return is approved.
Please do not return any item without first contacting us.
Damaged, Defective, or Incorrect Items
If your order arrives damaged, defective, or you receive the wrong item, please contact us as soon as possible after delivery.
To help us review your request, please provide:
- Your order number
- A description of the issue
- Clear photographs of the product and its packaging
We will review the information and work with you to resolve the issue as quickly as possible.
Refund Process
Once your returned item is received and inspected, we will notify you of the outcome of your return request.
If your refund is approved, the refund will be issued to your original payment method.
Original shipping charges are generally non-refundable unless the return is the result of an error made by Sorall or required by applicable law.
Refund Window
Approved refunds are processed within 10 business days after the returned item has been received and inspected.
The time it takes for the refunded amount to appear in your account may vary depending on your payment provider or financial institution.
Late or Delayed Refunds
If you have not received your refund after 10 business days, please first check with your bank or payment provider, as processing times may vary.
If you have completed these checks and still have not received your refund, please contact our customer support team. We will review the status of your refund and assist you where possible.
Order Cancellations
If you change your mind after placing an order, you may request a cancellation within 24 hours of your purchase.
Cancellation requests can only be accepted if the order has not entered processing or been dispatched. Once processing or shipment has begun, cancellation may no longer be possible.
Contact Information
Business Name: Sorall
Chat Support: 24/7
Business Hours: 09:00 AM – 05:00 PM (GMT+1)
Business Days: Monday to Friday (9:00 AM – 5:00 PM)
Business Email: support@sorall.store
Business Address: 1 Summerhall Pl, Edinburgh EH9 1QE, United Kingdom