Refund policy

Return and Refund Policy

Last Updated: 9 November 2025

Thank you for shopping with SoreyaGlow.
Our Return and Refund Policy aims to ensure a smooth, transparent, and fair experience for every customer.
Please review the guidelines below regarding eligibility, process, and timelines for returns, refunds, and exchanges.

Scope and Contact Information

For questions regarding returns and refunds, please contact us via:

📧 Email: info@soreyaglow.com
📞 Phone: +44 20 3807 2123
🏢 Address: 71–75 Shelton Street, Covent Garden, London, WC2H 9JQ, United Kingdom

Policy Overview

Return Period: 14 days from the delivery date
Refund Processing Time: Within 10 business days after receiving and inspecting your return
Return Shipping Costs: Covered by the customer unless the product is defective or incorrect

Order Cancellations

You may cancel your order within 2 hours of purchase by contacting our customer service team.
If your order has already been shipped, please follow the Return Instructions below.

Return Conditions

We accept returns under the following conditions:

🕒 Return Window: Within 14 days of receiving your order
📦 Item Condition: Items must be unused, in original packaging, and with all tags attached
🧾 Proof of Purchase: Required for all returns
Allergy**

In the rare instance that you have allergic reaction to the item you have purchased, kindly contact us with a detailed description of the reaction , accompanying photos and discontinue use immediately.

Allergy returns must be less than 20% used upon arrival back with us.
🚫 Exceptions: Custom-made or personalized products, and hygiene items (such as undergarments) are non-returnable unless unopened and unused

**Allergic reactions as reason for refund requires a doctor certificate as proof of symptom.

You can always contact us for any return question at info@soreyaglow.com

Return Instructions

To start a return, please follow these steps:

Contact Customer Service: Email info@soreyaglow.com with your order number, reason for return, and photos if applicable.
Receive Return Authorization: Our team will review your request and send return instructions.
Package the Item: Ensure all tags and packaging are included, and attach the return authorization form.
Ship the Package: Use a reliable tracked courier service. Return shipping costs are your responsibility unless the product is defective or incorrect.

Refund Policy

Refund Approval: Once we receive and inspect your return, we’ll notify you of the approval status within 7 business days.
Processing Time: Approved refunds are processed to your original payment method within 10 business days.
Confirmation: You’ll receive an email once your refund has been processed.

If the refund does not appear after the expected timeframe, please check with your bank or card provider.
For further assistance, contact info@soreyaglow.com

Exchange Policy

We offer exchanges for defective or incorrect item ONLY at no cost to you.

Exceptions and Special Cases

Defective or Damaged Items: If your order arrives damaged or faulty, contact us within 48 hours. We’ll arrange a free return and offer either a replacement or full refund.
Incorrect Product: If you receive the wrong item, we’ll cover all return shipping costs and promptly send the correct product.
Lost Packages: If your package does not arrive within the estimated delivery timeframe, contact us immediately so we can investigate with the carrier.

Processing Times Summary

Return Window: 14 days from delivery
Inspection Period: Within 7 business days after receiving the item
Refund Issuance: Within 10 business days after inspection

Return Shipping Address

Please send approved returns to:
📦 SoreyaGlow Returns Department
71–75 Shelton Street, Covent Garden
London, WC2H 9JQ
United Kingdom

Contact Information

If you need further assistance, please reach out anytime:

📧 Email: info@soreyaglow.com
📞 Phone: +44 20 3807 2123
🏢 Address: 71–75 Shelton Street, Covent Garden, London, WC2H 9JQ, United Kingdom