Refund policy

Cancellation Policy

We understand that you might change your mind. Therefore, orders can be cancelled as long as they haven't been shipped yet.

To request a cancellation, email us as soon as possible at support@soralune.com with your order number and the reason for cancellation.

If your order hasn't been processed or shipped yet, we'll cancel it for free and refund the full amount to your original payment method.

Once an order has been shipped, it can no longer be cancelled. In that case, you can submit a return request within 30 days after receiving your order, according to our return policy.

Return Policy

At Soralune, we want you to try your purchase without worry. That’s why we offer a 30-day money-back guarantee from the moment you receive your order.

Our guarantee applies to one product per order. If you ordered several products, you can return a maximum of one product under this guarantee. This helps prevent misuse and ensures we can serve everyone fairly. Please note that a 15% restocking fee applies to standard returns. This fee is waived if the item arrived defective, damaged, or incorrect. 

Return conditions:

• Receipt or proof of purchase: You’ll need your receipt or proof of purchase to request a return.
  Refunds and discount codes cannot be combined. A discount therefore does not apply again if you make a new purchase after a return or refund.
  

Return shipping costs:

• The customer is responsible for return shipping costs unless the product is faulty or damaged upon arrival. In such cases, we will cover the return shipping costs. Please note that our return warehouse is located in the Netherlands.
  

  Any shipping costs paid with the original order will not be refunded either.

Return process:

• To start a return, send an email to support@soralune.com and we’ll help you with the process.
• If your return is approved, we’ll send you the necessary instructions and the return address.
• To process your return, please clearly write the order number and return number on the return package.
  You are responsible for this yourself. Returns without this information cannot be processed.

Note: Returns sent to us without a prior return request unfortunately cannot be accepted. Returns sent without a Track & Trace code or proof of shipment cannot be processed if lost or if there are delivery issues.

Damage and issues

Please check your order carefully upon arrival. If the item is faulty, damaged, or if you received the wrong item, contact us right away via support@soralune.com with a photo or video of the issue. We’re happy to work with you to solve the problem or provide a replacement.

Note: We can only offer replacements or store credit to the original purchaser. If you received the product as a gift, please ask the original purchaser to contact us for help resolving the issue.