Refund policy

Last Updated: August 7, 2026

At Soreva, we want you to feel confident and satisfied with every purchase. If your order does not meet your expectations, we are happy to assist with eligible returns and refunds in accordance with the terms below.

By placing an order with Soreva, you acknowledge and agree to the terms of this Return & Refund Policy.

1. Return Eligibility

We accept returns within 30 days of delivery.

To be eligible for a return, the item must:

  • Be unused, unworn, and in its original condition.

  • Be returned with all original tags, packaging, and accessories.

  • Be free from stains, odors, damage, washing, alterations, or signs of wear.

  • Include the original order information or proof of purchase.

For footwear, the shoes must be tried on indoors and returned in their original shoe box and packaging. The shoe box should not be used as the shipping box.

Certain products may not be eligible for return due to hygiene, safety, or other applicable restrictions. Any product-specific return restrictions will be stated on the product page or communicated before purchase.

2. Items That Cannot Be Returned

The following items may not be eligible for return:

  • Used, worn, washed, or damaged products.

  • Products missing original tags or packaging.

  • Products altered or modified after delivery.

  • Items damaged due to improper use, care, or handling.

  • Final-sale or clearance items, where clearly identified as non-returnable.

  • Gift cards.

  • Products specifically identified as non-returnable on the product page.

If an item is returned in a condition that does not meet our return requirements, we may refuse the return or issue a partial refund where appropriate.

3. Damaged, Defective, or Incorrect Items

Please inspect your order as soon as you receive it.

If you receive an item that is damaged, defective, incorrect, or materially different from what you ordered, contact us as soon as possible.

Please provide:

  • Your order number.

  • A description of the issue.

  • Clear photographs or videos showing the product and the issue.

  • Photographs of the packaging when relevant.

After reviewing the information, we will determine the appropriate resolution, which may include a replacement, exchange, store credit, or refund.

If the issue was caused by an error on our part, we will provide instructions regarding the return process.

4. How to Request a Return

To request a return, please contact our customer support team with your order number and the reason for the return.

Do not send an item back before receiving return instructions from us.

Once your return request is approved, we will provide the applicable return instructions and, where required, the return address.

Customers are responsible for ensuring that returned products are securely packaged and protected during transit.

5. Return Shipping Costs

Unless the item received was incorrect, defective, damaged, or otherwise determined to be our responsibility, return shipping costs are generally the responsibility of the customer.

Original shipping charges are generally non-refundable unless the return is required because of an error on our part or applicable law requires otherwise.

We recommend using a trackable shipping service when returning an item, as we cannot guarantee receipt of a return that is lost in transit.

6. Refunds

Once we receive and inspect your returned item, we will notify you whether your return has been approved.

If approved, the refund will be issued to the original payment method used for the purchase.

Please allow your payment provider additional processing time for the refund to appear in your account. The time required may vary depending on your bank, card issuer, or payment provider.

If a return does not meet our eligibility requirements, we may decline the refund.

7. Partial Refunds

In certain circumstances, a partial refund may be considered when:

  • The product has minor damage that occurred after delivery.

  • Original packaging or accessories are missing.

  • The item has signs of handling or use that reduce its resale value.

  • Only part of an order is returned.

  • Other circumstances affect the condition or value of the returned product.

Any applicable partial refund will be determined after inspection.

8. Exchanges

If you need a different size, color, or eligible product, please contact us before returning your order.

Exchange availability depends on product availability at the time your request is processed.

If the requested replacement is unavailable, we may offer a refund or another available resolution.

9. Order Cancellations

If you need to cancel an order, contact us as soon as possible after placing it.

We will make reasonable efforts to accommodate cancellation requests before an order has been processed or shipped. However, once an order has entered processing or has been shipped, cancellation may no longer be possible.

In such cases, you may need to receive the order and request a return in accordance with this policy.

10. Refused or Undeliverable Packages

If an order is returned to us because the customer refused delivery, provided an incorrect or incomplete shipping address, or failed to collect the package, any refund may be reduced by applicable shipping, return-to-sender, or other costs incurred by Soreva.

If the package is returned to us and the customer wants it shipped again, additional shipping charges may apply.

11. Refund Delays

If you have been notified that your refund has been processed but you have not received it, please first check your bank account or payment provider.

You may also contact your card issuer or payment provider, as processing times can vary.

If you still have not received your refund after the applicable processing period, please contact us so we can assist you.

12. Fraudulent or Abusive Returns

Soreva reserves the right to refuse returns, refunds, or exchanges where we reasonably believe that a customer is abusing the return policy, including repeated returns, fraudulent claims, altered products, or other misuse of the return process.

Nothing in this policy limits any rights you may have under applicable consumer protection laws.

13. Changes to This Policy

We may update or modify this Return & Refund Policy from time to time to reflect changes to our business practices, products, services, or applicable requirements.

The updated version will be posted on this page with a revised "Last Updated" date.

14. Contact Us

If you have questions about a return, refund, exchange, or your order, please contact Soreva through our customer support channels.

Soreva
Email: support@soreva.store
Business Address: 202 Travis St Apt 5, Savannah, Georgia 31406, United States
Customer Support Hours: Monday – Friday | 9:00 AM – 5:00 PM (Eastern Standard Time Zone)

We are committed to handling return and refund requests fairly, clearly, and professionally while helping you have a smooth shopping experience with Soreva.