Refund policy

RETURN AND REFUND POLICY

 

Your statutory right to cancel

Under the Consumer Contracts Regulations 2013 you have the right to cancel your order within 14 days of receiving your goods, without giving a reason. To cancel, contact us at help@sorenna.net with your order number before the 14 days are up. You then have a further 14 days to return the goods to us.

Goods that have been opened

For hygiene reasons, we can only accept the return of unopened goods with any hygiene seal intact. Skincare is a sealed product that is not suitable for return once it has been opened or the seal has been broken. This does not affect your rights where goods are faulty or not as described (see below).

If your goods are faulty or not as described

Separately from the cancellation right above, the Consumer Rights Act 2015 gives you the right to a refund, repair or replacement if the goods you receive are faulty, damaged, or not as described. This applies whether or not the product has been opened, and whether or not the hygiene seal is intact. If something is wrong with your order, contact us at help@sorenna.net and we will put it right.

How to return goods

Email help@sorenna.net with your order number and we will confirm the return address and next steps. Please keep proof of postage until your return is complete.

Return postage

If you are cancelling under your 14-day right to change your mind, you are responsible for the cost of returning the goods to us. If the goods are faulty or not as described, we will cover the cost of return.

Your refund

We will refund the price you paid for the goods within 14 days of receiving them back, or within 14 days of you providing proof that you have sent them, whichever is sooner. Refunds are made to the original payment method. Where you cancel under your 14-day right, we refund the standard delivery cost you paid; we are not required to refund any extra you chose to pay for a faster delivery service.

Contact

Nicholas Papadopoulos, trading as Sorenna, 4 Gay Court, London Road West, Bath, BA1 7QU. Email: help@sorenna.net