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 process refunds within 3 business days after the returned item is received and inspected.
  • Refund appears in your account (5-10 business days, depending on your bank)


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)
  • 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,Guangdong 511300,China

*Returns must be authorized first; do not ship without RMA.

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 19372009760
Hours: Monday-Friday, 8 AM - 6 PM （GMT+8, China Standard Time）

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