Returns & Refunds Policy

Sorella is committed to delivering the right products in the right condition. If something goes wrong, this policy makes exchanges, returns and refunds quick and simple.

1. When you can return or exchange

• The product has a manufacturing defect.
• The product delivered does not match your order.
• The product is past its expiry date when you receive it.
• The product does not match the description published on the website.

2. Conditions

• Notify Sorella within 48 hours of receiving the order.
• Provide your order number and photos or a video clearly showing the product’s condition.
• Keep the product so Sorella can inspect and verify it.

3. When returns do not apply

• You changed your mind or no longer need the product.
• The product does not suit your personal preference.
• The product was damaged by use or storage contrary to the instructions, unless the fault lies with Sorella or the manufacturer.

4. Process

1. Send your request to cskh.sorellaspa@gmail.com, WhatsApp +84 961 163 579 or the hotline +84 902 752 725, with your order number and photos or video.
2. Sorella checks and verifies the request and tells you the outcome.
3. For valid requests, Sorella explains how to return the item or arranges a pick-up. Please do not send anything back before receiving our instructions.
4. Sorella exchanges the product or refunds you as described in section 5.

5. Exchange or refund

Once your request is verified and approved, Sorella will either:

• Exchange it for an equivalent new product, subject to stock and your agreement; or
• Refund you to the original payment method if you prefer or if an exchange is not possible. For cash payments, Sorella refunds by bank transfer to the account you provide.

Refunds are processed within an estimated 3–5 business days of approval. The time it takes to reach your account depends on your bank or payment provider.

6. Return costs

For returns that Sorella confirms as valid, Sorella pays all return shipping costs.

7. Consumer rights

Sorella handles all requests in line with this published policy and complies with all mandatory consumer rights under applicable Vietnamese law. Nothing in this policy limits those rights.