Refunds & Returns Policy

Return & Refund Policy

Scope and intent
This return and refund policy applies to all purchases made through the Sorren Maison website.

Contact Information
If you have any questions about returns and refunds, please contact our customer service team at:

Email: info@sorrenmaison.co.uk
Customer Service Hours:
Monday to Friday - 8:00 a.m. to 6:00 p.m.

Return Address: 

Sorren Maison

Address: A312, 3rd Floor, Building 1, Dezhou Industrial Park, No. 16 Dongmen Middle Road
District: Chang'an Town
City:Dongguan
Province: Guang dong
China
Contact person: Liuyang  (To Ava)

Note: To start a return, you can contact us at info@sorrenmaison.co.uk. Items sent back to us without first requesting a return will not be accepted.

Return period
Customers have the right to return their purchase within 30 days of receipt without giving a reason.

Return Instructions

• Return Notification: Please contact our customer service team via info@sorrenmaison.co.uk with your order number and a detailed reason for the return.
• Return Authorization: After reviewing your return request, we will provide you with detailed instructions.

Packaging & Shipping

Pack the item carefully in its original packaging with all tags and labels still attached. Attach the return authorization form and any necessary documents or images. Download and print the return label via the link in our email.

Customers
Customers are responsible for the return shipping costs unless the item is faulty or does not match the description. In that case, Sorren Maison will cover the return shipping costs. We do not charge restocking fees.

Cancellation Policy

Customers can cancel their order within 24 hours of placing it. After 24 hours, the order will be processed and prepared for shipment, and cancellation is no longer possible. If you wish to cancel your order, please do so within this time frame by contacting our customer service team info@sorrenmaison.co.uk. After the 24 hours, cancellation is no longer possible, and you will have to wait until you have received your order to follow the return process.

Specific return and refund conditions

• Returns in case of change of mind: If you change your mind after the purchase, you can return the product within 30 days, as long as it is unused, undamaged and in its original packaging.
• Faulty items: If you receive a faulty product, please contact our customer service team immediately for instructions. Sorren Maison will cover the return shipping costs and provide a replacement product or a refund.
• Damaged items: If the product arrives damaged, please send us photos of the damage within 48 hours. We will assess the situation and cover the return costs if necessary.
• Incorrect product received: If you receive an incorrect product, please contact us. We will arrange the return costs and make sure you receive the right product.
• Product did not arrive: If your product never arrived, please contact us so we can start an investigation with the carrier. If the product is not found, we will offer a full refund or a replacement.
• Cancellation after ordering: You can cancel your order before it has been shipped. If the order has already been shipped, please follow the return procedure upon receipt of the product.

Damaged or Defective Items
Policy Upon receipt of damaged or defective items, please contact our customer service team within 48 hours. Send us photos of the defect or damage. We will inspect the item and, if approved, we will offer a replacement product or a full refund.

Non-Damaged Items
Policy If you change your mind, you can return the undamaged and unused product within 30 days. Make sure it's in its original packaging.

INCORRECT ADDRESS DETAILS
It is the customer's responsibility to ensure that the shipping information is correct and complete when placing an order. We are not liable for lost or delayed packages due to incorrectly entered address details. In the event that a delivery cannot be completed due to incorrect address details, the shipping costs incurred by us will be deducted from the amount to be refunded. In addition, an administration fee of up to 15 euros may be charged for the processing of the refund. If you, as a customer, choose to have your order reshipped after providing the correct address details, you will be responsible for the shipping costs and any administration fees that apply for resending the order.

Unclaimed or Refused Packages
If a package is not picked up at the collection point or is refused by the consumer, it will automatically be returned to us. In that case, we may charge administrative and return processing fees. These fees amount to 15 euros and will be deducted from the amount you receive when refunding your order.

Explanation:
The fees include the shipping costs for the return and administrative processing of the returned package. We recommend always picking up your package on time to avoid extra costs.

Terms

• Return period: Returns must be reported and shipped within 30 days of receiving the product.
• Processing returns: Upon receipt and inspection of the returned item, we will process the refund within 10 days. You will receive a confirmation email.
• Conditions for refund: A refund will be approved if the product is undamaged, unused, and in its original packaging. Refunds for defective or incorrectly delivered products will be approved after inspection.
• Reimbursement period: Once the return has been approved, it will take up to 10 days to process the refund to the original payment method.
• Refund Methods: Refunds will be issued to the original payment method used at the time of purchase.

Exceptions to the return policy

The following products cannot be returned:

• Personalized or custom-made items
• Hygiene products (e.g. socks, underwear, swimwear), unless they are unopened and unused

Shipping Method & Costs

• Shipping Method: Any courier + Track & Trace
• Return destination: China. Your order must be returned to our partner in China.
• Estimated return cost: €15 - €25

Contact Information

Brand name: Sorren Maison

Contact address: Praça da Cidade do Salvador 312, Matosinhos, Oporto 4450-096, Portugal

Email: info@sorrenmaison.co.uk

Customer Service Opening Hours:Monday to Friday - 8:00 a.m. to 4:00 p.m.

Phone Support: +351 920 825 535