Refund policy

Return & Refund Policy

Last Updated: August 21, 2026

At Sorvellor, customer satisfaction is important to us. We want you to feel confident when shopping with us. If you are not completely satisfied with your purchase, eligible products may be returned within 30 days of delivery, subject to the terms below.

1. 30-Day Return Period

You may request a return within 30 days from the date your order is delivered.

To be eligible for a return, the product should generally be:

Unused and in its original condition
Clean and free from damage caused by the customer
Returned with original packaging where reasonably possible
Accompanied by the order number or other proof of purchase

Products that have been used, damaged, altered, or returned without the required information may not qualify for a refund.

2. How to Request a Return

Before sending any product back, please contact our customer service team at:

Email: support@sorvellor.shop
Phone: (604) 603-9558

Please include your order number, the product you wish to return, and the reason for the return.

Our team will review your request and provide return instructions when the return is approved.

Please do not send products to the store address unless specifically instructed by our customer service team.

3. Refunds

Once an approved return is received and inspected, we will process the applicable refund.

Approved refunds are generally issued to the original payment method used for the purchase.

Depending on your payment provider or financial institution, it may take additional business days for the refunded amount to appear in your account.

4. Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or different from what you ordered, please contact us as soon as possible.

To help us resolve the issue efficiently, please provide:

Your order number
A description of the issue
Clear photographs of the product and packaging when applicable

After reviewing the information, we may offer an appropriate solution, which may include a replacement, refund, or other resolution.

5. Return Shipping

For eligible returns that are due to a product issue, incorrect item, or other circumstance approved by Sorvellor, we will provide appropriate return instructions.

For returns based solely on a change of mind or personal preference, return shipping arrangements may be subject to our approval and specific return instructions.

6. Exchanges

If you would like to exchange an item, please contact us first. Depending on product availability, we may offer an exchange or recommend returning the original item and placing a new order.

7. Non-Returnable Situations

A return may be declined when:

The 30-day return period has expired
The product has been substantially used or damaged after delivery
The product has been modified or altered
The item is returned without prior authorization when authorization is required
The condition of the product does not allow it to be resold, where applicable

8. Order Cancellation

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 enters processing or shipment.

Once an order has been processed or shipped, cancellation may no longer be possible and the standard return procedure may apply.