politique de remboursement

Refund Conditions

We want every customer to be fully satisfied with their purchase. That is why we offer a refund guarantee under certain conditions.

This refund policy applies exclusively to purchases made directly on our official website soreliaoff.com. Orders placed via TikTok Shop, Amazon, or through authorized resellers are not eligible for this policy and must be handled through the respective platform or reseller.

1. “Satisfied or Refunded” Guarantee (2-Month Treatments and More)

If, after completing a full treatment of 2 months or more, you do not notice any visible results, we will fully refund your order.

The refund request must be made after the full use of the products, depending on the duration of the selected treatment — that is, after 2 or 3 months of use, and not before.

We may request proof of regular use in order to validate your request.

The guarantee applies only to the first treatment of at least 60 days. If no results are observed at the end of this period, a refund may be requested. However, any new order for an additional 60-day treatment will not be eligible for a refund, as the renewal is considered confirmation of satisfaction and observed improvement.

2. Refund in Case of Product Incompatibility (2-Month Treatments and More Only)

If you experience an allergic reaction or if the product does not suit you after testing it for a few days:

• You must contact us within 14 days following receipt of your order.

• Only unopened and unused products may be returned and refunded.

The refund applies only to treatments of 2 months and more, as for a 1-month treatment, all products will necessarily have been opened.

1-month treatment:
If you return one unopened box of pads, you will be refunded €24.90.
If you return one unopened serum bottle, you will be refunded €20.

2-month treatment:
If you return one or more unopened boxes of pads, you will be refunded €17.45 per box.
If you return one unopened serum bottle, you will be refunded €20.

3. Products Not Eligible for Refund

1-month treatments are not refundable, as all products are used from the beginning of the routine.

Opened or used products are not eligible for a refund (except under the “Satisfied or Refunded” guarantee for 2-month treatments and more).

4. Refund Procedure

For any request, contact our customer service with your order number and a detailed explanation.

If a return is required, return shipping costs will be deducted from the refund.

The refund will be issued after receipt and verification of the returned products.

If you have any questions, our customer service is available to assist you.

Customs Duties and International Taxes

For orders delivered outside the European Union, customs duties, import taxes, or other additional costs may be applied by local authorities. These costs are the responsibility of the customer and cannot under any circumstances be refunded or compensated by Sorélia.

Refund Policy: 14-Day Guarantee

In accordance with the provisions of Article L.121-21 of the Consumer Code, you benefit from a withdrawal period of 14 days from receipt of your products (the date indicated on your shipment tracking) to exercise your right of withdrawal, without having to justify your decision or pay any penalties.

Returns must be made in their original condition and complete, including packaging, pouch, accessories, gifts, and labels, in order to allow resale of the product(s) as new. In this context, your responsibility is engaged.

The product must not have been used, opened, or damaged, otherwise the refund may be refused.

Any damage suffered by the product in this context may result in the loss of the right of withdrawal, as well as a penalty of up to 20% of the price of the returned products, corresponding to restoration costs.

Return shipping costs are the responsibility of the customer, and products must be returned using the shipping company we previously used.

In France, this means Colissimo.

All returns must include a tracking number, which must be provided to our customer service in case of a return or exchange request.

After receiving the return label, you have 6 days to drop off the package at a post office. After this period, the label is no longer valid and the return will therefore be impossible.

To prevent abuse of product returns, we have defined distinct cases with corresponding return fees:

If you no longer want the product, if it is incompatible, or if you changed your mind, you will be responsible for return shipping costs. In case of product damage requiring restoration, a penalty of up to 20% of the price of the returned products will be applied. In addition, a processing fee of 25% of the total order (excluding shipping costs) will be deducted from the refund. These fees correspond to the various costs incurred for your order, including reception, cleaning, repackaging, and storage. These fees may be waived if you choose to receive store credit or a voucher on our Sorélia website.

In case you wish to exchange the product for a different one, the first return is free. For a second exchange, a fee of €7.50 per product will be charged.

In case of a defective product, we will not ask you to return the product. We commit to resending your order via express shipping. If you do not wish to receive a replacement product, we will ask you to return the package to our reception center at your expense.

For all returns, please send an email to hello.soreliaofficiel@gmail.com. We will send you the return form and process your request. Please note that return shipping costs are the responsibility of the customer.

Allergic Reactions and Liability

We place great importance on formulating our products with high-quality ingredients suitable for a wide range of skin types. However, it is important to note that each skin type is unique and may react differently to certain ingredients, even natural ones.

We always recommend carefully reading the ingredient list before using a product, especially if you have sensitive skin or a history of allergic reactions. If you have any doubts, do not hesitate to consult a dermatologist before use.

Sorélia declines all responsibility in case of allergic reactions or irritation resulting from the use of our products.

We also encourage our customers to perform a patch test before using our products for the first time. To do so:

• Apply a small amount of product to a discreet area of your skin, such as the inside of your wrist.

• Wait 24 to 48 hours to observe any reaction.

Your satisfaction and safety are our priorities. If you have any questions or specific concerns regarding our products, our customer service team is available to assist you.