Returns & Refunds Policy

SORFIA – Return and Refund Policy

At SORFIA, we want you to be completely satisfied with your purchase. Below you will find our clear conditions for returns and refunds, fully compliant with UK consumer rights.

RETURN WINDOW Customers in the United Kingdom and Europe have the right to cancel their purchase and return the product within 14 days from the delivery date, without providing any reason.

SPECIFIC RETURN CONDITIONS

  • Customer Change of Mind: If you change your mind, the product can be returned within 14 days from delivery, provided it is completely unused, undamaged, and in its original packaging with all labels and tags attached.

  • Defective or Incorrect Products: If you receive an incorrect, defective, or damaged product, please contact us immediately. SORFIA will cover the return shipping costs and provide either a swift replacement or a full refund.

  • Damaged during Transit: If your package arrives damaged, please send us photos of the damage within 48 hours of receipt to support@sorfia.com so we can expedite your solution.

  • Product Never Arrived: If your delivery timeframe has passed and the tracking shows no progress, contact us so we can open an investigation with the carrier. If the parcel is confirmed lost, we will issue a full refund or send a replacement.

RETURN COSTS & FEES

  • For Defective/Incorrect Products: £0 (Free of charge for the customer).

  • For Change of Mind or Incorrect Size Ordered: The actual return shipping cost is the responsibility of the customer.

  • Restocking Fees: £0 (We do not charge any restocking fees).

HOW TO INITIATE A RETURN

  1. Contact Us: Email our support team at support@sorfia.com with your order number and the reason for your return.

  2. Return Authorisation: Once approved, we will send you detailed return instructions and the correct return address.

  3. Shipping: Pack the item securely in its original packaging and ship it using a tracked service.

TIMELINES & REFUNDS

  • Inspection: Once your return is received at our facility, it will be inspected within 3 business days.

  • Refund Processing: Approved refunds will be processed within 7 business days and automatically issued to your original method of payment.

EXCEPTIONS TO THE RETURN POLICY The following items cannot be returned due to health and hygiene regulations:

  • Personalised or custom-made items.

  • Opened or used hygiene products (such as socks or insoles).

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