Refund and Returns Policy for Soramavel

Effective Date: November 27, 2024

At Soramavel, customer satisfaction is our top priority. We want you to love your purchase, but we understand that sometimes things don’t work out. This Refund and Returns Policy outlines how we handle returns and refunds, providing you with clear guidelines to ensure a hassle-free process.

By purchasing from Soramavel, you agree to the terms and conditions of this policy.

1. Return Eligibility

You can return products purchased from Soramavel within 30 days of receiving your order for a full refund or exchange, provided the following conditions are met:

  • The item is in new, unused condition and in its original packaging.
  • The item has not been damaged or altered in any way.
  • You provide proof of purchase, such as the order confirmation email or receipt.

Please note that certain items may be excluded from returns for hygiene or safety reasons, including opened toys or items that are not in their original condition.

2. How to Initiate a Return

To return an item, please follow these steps:

  1. Contact Us: Reach out to our customer service team at [email protected] or call us at (229) 734-8689 to request a return authorization. Provide your order number and the reason for the return.

  2. Return Authorization: We will send you a return authorization along with detailed instructions on how to return the product.

  3. Return Shipping: The return shipping cost is the responsibility of the customer, unless the return is due to a product defect or shipping error on our part.

  4. Prepare the Package: Carefully package the item in its original box or packaging. Make sure all accessories and documentation are included. Label the package with the return address provided by our customer service team.

3. Refund Process

Once we receive your returned item, we will inspect it to ensure it meets our return criteria. If your return is approved, we will process your refund within 7-10 business days.

Refunds will be issued to the original payment method used during purchase. Please note that shipping costs are non-refundable unless the return is due to an error on our part.

4. Exchanges

If you would like to exchange an item for a different size, color, or product, please follow the return process outlined above and specify your exchange request in your communication with customer service. We will process your exchange once the returned item is received.

5. Damaged or Defective Items

If your item arrives damaged or defective, please contact us immediately at [email protected] or call (229) 734-8689. We will arrange for a replacement or issue a full refund for the damaged product at no additional cost to you.

We ask that you provide clear photos of the damaged item and packaging to assist with the process.

6. Non-Returnable Items

The following items are non-returnable and non-refundable:

  • Opened or used toys that no longer have their original packaging.
  • Custom or personalized products.
  • Gift cards or promotional items.

7. Late Returns

Returns received after 30 days from the delivery date may be refused or subject to a partial refund, depending on the condition of the product.

8. How to Contact Us

If you have any questions or need assistance with your return or refund, please contact us:

We are here to assist you and ensure your shopping experience with Soramavel is as smooth as possible