Refund policy
# Return and Refund Policy
At **Soreliaco Boutique**, we strive to offer high-quality products and the best shopping experience for our customers. If you are not completely satisfied with your purchase, we are here to help.
---
## 1. Return Window
Our return policy is valid for **30 days from the date of delivery**. If more than 30 days have passed since your package was delivered, unfortunately, we cannot offer you a refund or exchange.
---
## 2. Return Conditions
To be eligible for a return, your item must meet the following criteria:
* The product must be **unused**, in the same condition that you received it, and in its **original unopened packaging**.
* Due to hygiene and health standards (especially for personal care or cosmetic products), we cannot accept returns for items that have been opened, unsealed, or tested.
* Proof of purchase or an order number is required.
> **Important:** Please **do not send your purchase back to the sender's address listed on the original package**. Because we operate with international fulfillment centers, we must provide you with the correct return address based on your location. Please contact us first.
---
## 3. Damaged, Defective, or Incorrect Items
If you receive an item that was damaged during transit, defective, or incorrect:
1. Contact us immediately at **support-reply@soreliaco.com** within **5 days of delivery**.
2. Include your order number, a brief description of the issue, and **clear photos or videos** showing the defect or damage to the package.
3. Upon verifying the issue, we will send you a replacement at no extra cost or issue a full refund, depending on your preference.
---
## 4. How to Initiate a Return
To start a return, please follow these steps:
1. Send an email to **support-reply@soreliaco.com** with your order number and the reason for the return.
2. Our customer support team will reply with instructions and the exact address of our designated return center.
3. Securely pack the item and ship it using a trackable shipping service.
---
## 5. Return Shipping Costs
* **Returns for change of mind:** The customer is responsible for paying all return shipping costs. Original shipping fees are non-refundable.
* **Defective items or order errors:** Soreliaco Boutique will cover all costs associated with returning or reshipping the product.
* We recommend using a trackable shipping service or purchasing shipping insurance, as we cannot guarantee that we will receive your returned item through third-party couriers.
---
## 6. Refunds
Once your return is received and inspected at our warehouse:
* We will send you an email to notify you that we have received your returned item and whether your refund has been approved or rejected.
* If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment within **5 to 10 business days**.
### Late or Missing Refunds:
If you haven’t received a refund yet:
1. Recheck your bank account or credit card statement.
2. Contact your credit card company or bank; it may take some processing time before your refund is officially posted.
3. If you’ve done all of this and still have not received your refund, please contact us at **support-reply@soreliaco.com**.
---
## 7. Order Cancellations
We process orders quickly to ensure fast shipping times. If you wish to cancel an order:
* Cancellation requests must be made within **12 hours of purchase**.
* If your order has already been processed or dispatched by our fulfillment team, we cannot cancel it, and you will need to follow our standard return process once you receive the product.
---
## 8. Contact Us
If you have any questions regarding our return policy or wish to request a refund, please contact us through our official channels:
* 📩 **Email:** support-reply@soreliaco.com
* 📞 **Phone Support:** +61 0406 641 50