Refund policy

At Soreli, we want you to be satisfied with your purchase. If you need to return an eligible item, please review the conditions and process below.

Return Eligibility

You may request a return within 30 business days of receiving your order.

To be eligible for a return, the item must be in its original condition and must not have been used, worn, washed, or damaged after delivery.

Returned products must also include:

  • Original tags, labels, and stickers.

  • Original packaging, box, wrapping, and protective materials.

  • All accessories, manuals, free gifts, and other components included with the original purchase.

  • All parts and components included at the time of delivery.

Products must be returned without stains, odors, smoke smell, pet hair, or other visible signs of use.

Items Not Eligible for Return

The following items are not eligible for return:

  • Products that have been used, worn, washed, or damaged after delivery.

  • Items with original tags, labels, or stickers removed.

  • Products returned without their original packaging or protective materials.

  • Items missing accessories, manuals, free gifts, or other original components.

  • Products with stains, odors, smoke smell, pet hair, or other visible signs of use.

  • Customized, personalized, or made-to-order products.

  • Clearance or final-sale items, or products marked as “Non-Returnable,” unless the item is defective, damaged, or incorrectly shipped.

  • Gift cards and digital products.

  • Products damaged because of misuse, accidents, negligence, or unauthorized repairs.

  • Items returned after the 30-business-day return period.

  • Products with missing parts or components that were included at delivery.

  • Items returned without prior return authorization, where applicable.

For damaged, defective, or incorrectly shipped products, an uncut unboxing video clearly showing the product and the issue is required. If we do not receive the required uncut unboxing video, the return or refund request may not be accepted.

Return Shipping

Customers are responsible for the cost of return shipping for eligible returns.

Please ensure your return is securely packaged to help prevent damage during transit.

Return Address

Approved returns should be sent to:

Soreli
5100 Kings Plz
Brooklyn, NY 11234
United States

Please do not send a return to this address before receiving return authorization, where applicable.

Refunds

Once we receive and inspect your returned item, we will process the refund for an approved return.

Refunds are processed within 5–10 business days after the return has been approved.

Approved refunds will be issued to the original payment method used for the purchase.

The time it takes for the refunded amount to appear in your account may also depend on your payment provider or financial institution.

Defective, Damaged, or Incorrect Items

If your order arrives defective, damaged, or incorrect, please contact us as soon as possible at support@soreli.shop.

Please provide your order information and an uncut unboxing video clearly showing the product and the issue so that we can review your request.

Contact Us

If you have questions about returns or refunds, contact us at:

Soreli
5100 Kings Plz
Brooklyn, NY 11234
United States

Email: support@soreli.shop
Phone: +1 430-431-4850
Support: 24/7 via email