Return & Refund Policy

At SorenessFlow, we want you to be completely satisfied with your purchase. If you're not happy for any reason, we're here to help.

Return Window

You have [30] days from the date you receive your order to initiate a return.

What Can Be Returned?

Eligible Items
  • Unused products in original condition
  • Items in original packaging
  • Products with all tags and labels attached
  • Items accompanied by original receipt or proof of purchase

Non-Returnable Items
The following items cannot be returned:
  • Opened or used products (for hygiene reasons)
  • Items marked as "Final Sale" or "Clearance"
  • Customized or personalized products
  • Items damaged due to misuse or improper care
  • Products without original packaging or tags

Return Process

Step 1: Contact Us
Email us at service@sorenessflow.com with:
  • Your order number
  • Item(s) you wish to return
  • Reason for return
  • Photos (if item is damaged or defective)

Step 2: Receive Return Authorization
We'll review your request and, if approved, send you:
  • Return authorization number
  • Return shipping label (if applicable)
  • Instructions for packaging

Step 3: Ship Your Return
  • Pack the item securely in its original packaging
  • Include all accessories and documentation
  • Attach the return label
  • Ship within [7] days of receiving authorization

Important: Do not ship returns without authorization. Unauthorized returns may not be processed.

Return Shipping

Who Pays for Return Shipping?

If the item is defective, damaged, or we sent the wrong item:
  • We provide a prepaid return label
  • No cost to you

If you changed your mind or ordered the wrong item:
  • You're responsible for return shipping costs
  • We recommend using a trackable shipping method
  • We're not responsible for items lost in return transit

Refund Process

Processing Time
Once we receive your return:
  • We inspect the item (1-3 business days)
  • If approved, we process your refund (3-5 business days)
  • Refund appears in your account (5-10 business days, depending on your bank)

Total timeline: Approximately 2-3 weeks from when you ship the return.

Refund Method
  • Refunds are issued to the original payment method
  • If you paid by credit card, refund goes to that card
  • If you paid via PayPal, refund goes to your PayPal account

Refund Amount

Full refunds include:
  • Product cost
  • Original sales tax

Partial refunds (when applicable):
  • Original shipping charges are non-refundable (unless item was defective)
  • Restocking fee of [15%] may apply for certain items
  • Return shipping cost (if you paid for it) is non-refundable

Refund Notifications
We'll email you when:
  • We receive your return
  • Your return is approved or denied
  • Your refund is processed

Exchanges

We currently do not offer direct exchanges. If you want a different item:
  1. Return the original item for a refund
  2. Place a new order for the item you want

This ensures you get the item you want as quickly as possible.

Damaged or Defective Items

If you receive a damaged or defective item:

Report Immediately
Contact us at service@sorenessflow.com within [7] days of delivery with:
  • Order number
  • Photos of the damage/defect
  • Description of the issue

Resolution Options
We'll offer one of the following:
  • Full refund (including return shipping)
  • Replacement item at no charge
  • Partial refund if you wish to keep the item

Wrong Item Received

If we sent you the wrong item:
  • Contact us immediately at service@sorenessflow.com
  • We'll send a prepaid return label
  • We'll ship the correct item or issue a full refund

Late or Missing Refunds

If you haven't received your refund within [3 weeks]:

  1. Check your bank account again - Processing times vary
  2. Contact your credit card company - It may take time for the refund to post
  3. Contact your bank - There may be processing delays
  4. Contact us - If you've done all of the above and still haven't received your refund, email us at service@sorenessflow.com.

Return Address

Ship returns to:

SorenessFlow - Returns Department
Room 401, No. 1, Lane 1, Xicheng Road, Licheng Street, Zengcheng District, Guangzhou
Guangzhou, Guangdong Province, Postcode: 511300
China

Do not send returns to our general business address

Special Circumstances

Gifts
If the item was a gift:
  • The person who purchased the gift will receive the refund
  • Or we can issue a store credit to you

Holidays and Sales
  • Returns during holiday periods may take longer to process
  • Sale items follow the same return policy unless marked "Final Sale"

Questions?

If you have any questions about our return policy, please contact:

Email: service@sorenessflow.com
Phone: +86 13088889732
Hours: Monday-Friday, 9 AM - 6 PM EST

We're committed to making returns as easy as possible. Thank you for shopping with SorenessFlow!