Refund policy
At Soreli, we want you to be happy with what you ordered. If something isn't right, here's exactly how we handle it.
Return window
You can request a return within 7 days of delivery.
What can be returned
- Items that arrived damaged, defective, or incorrect
- Unopened items in original, sealed packaging
What cannot be returned
For hygiene and safety reasons, we cannot accept returns on opened or used cosmetic products, including eyeliner applicators, or on opened packs of heat patches. This is standard practice for personal care and cosmetic goods.
If your item arrived damaged or faulty, this exclusion does not apply — we will replace or refund it.
How to request a return
- Email itsnotvasu@gmail.com within 7 days of delivery with your order number.
- Include photographs of the item and its packaging.
- We'll respond within 24 hours with instructions.
Refunds
Once we receive and inspect the returned item, we'll email you to confirm. Approved refunds are processed to your original payment method within 5–7 business days. Depending on your bank, it may take a further 3–5 days to appear on your statement.
Damaged or wrong item
Email us within 48 hours of delivery with photos. We'll send a replacement at no cost, or refund you in full — your choice. You won't be asked to pay return shipping.
Cancellations
Orders can be cancelled free of charge any time before dispatch. Once an order has shipped, treat it as a return.
Return shipping
If the return is due to our error — wrong item, damaged, defective — we cover return shipping. For other returns, the cost is borne by the customer.
Questions
Email: itsnotvasu@gmail.com
Phone: +91 96500 73371
Hours: Monday–Saturday, 10:00 AM – 6:00 PM IST