Refund policy
Return and Refund Policy
30-Day Trial – We’ve Got You Covered
Not quite right? No problem.
Email support@shopsoren.co with your order number within 30 days of delivery and we’ll gladly send you a prepaid return label. You’re welcome to try the product — used items are still eligible. This is a real trial, not a sealed-box return.
A few items are excluded (listed below).
The return label
We’ll provide one prepaid label per order for United States addresses. Just ship it back within 14 days of receiving the label. If you prefer to use your own carrier we’re unable to reimburse the cost. Please pack the item securely (original box or something equally protective) so it arrives safely.
What to send back
Please include the product and everything that came with it — attachments, inserts, remotes, cables, chargers, adapters, and accessories. Missing parts may be deducted at replacement cost. Free gifts or promotional items should also be returned, or their value may be deducted where allowed.
If you only return part of a bundle, we’ll adjust the refund based on the items you keep.
Your refund
You’ll receive the full price paid for the returned items back to your original payment method within 5–10 business days after we receive and check the parcel. Your bank may take a little longer to show it. Shipping protection and expedited delivery upgrades aren’t refundable unless the issue was on our side.
Items we can’t accept
- Gift cards
- Personalised or made-to-order items
- Products damaged by drops, liquid, modification or attempted repair
- Products that are soiled or contaminated beyond normal trial use
- Products we didn’t supply or that were bought from an unauthorised seller
If something arrives broken, faulty or wrong
Just email us. A quick photo or video usually helps us sort it out fast — often without needing you to ship anything back. We can troubleshoot, send a replacement part, replace the item, or refund you. Please hold onto the product and packaging until we’ve resolved it.
Warranty
Where a product page mentions a warranty, it starts from the delivery date and covers failure during normal household use. It doesn’t cover accidental damage, liquid ingress, modifications, attempted repairs, commercial use, or normal cosmetic wear.
Exchanges, changes & cancellations
We don’t do automatic exchanges — simply return and reorder (promotional pricing may have ended). Need to change or cancel? Email us as soon as possible. Once fulfilment has started we may not be able to stop the order. Refusing delivery doesn’t count as a cancellation.
Undeliverable orders
If a parcel comes back to us because of a wrong address, non-collection or refusal, we’ll refund you once it arrives (minus any return-to-sender or handling fees where permitted).
Fair use
We offer one trial return per household. We may decline returns, withhold labels or decline future orders if we see repeated buy-and-return patterns, resale activity, returns of items not bought from us, or claims that appear abusive or fraudulent.
Policy updates
We may update this policy from time to time. The version that was live when you ordered applies to that order.
Your legal rights
Nothing here limits any rights you have under the law that can’t be waived. If local law conflicts with this policy, the law wins.
Need help?
Just email support@shopsoren.co with your order number — we’re happy to help.