Refund policy

Exchange, Store Credit & Refund Policy

Last Updated: June 2026

At Sorena.in, we want you to shop with confidence. To provide a flexible and customer-friendly shopping experience while maintaining fair business practices, we offer Exchanges, Store Credit, and Refunds under the conditions outlined below.

1. Return Window

Customers may request a return, exchange, or eligible refund within 30 calendar days of receiving their order.

Requests submitted after the return period may not be eligible for processing.

2. Product Eligibility

To qualify for an exchange, store credit, or refund, products must:

Be unused, unworn, and unwashed.
Be returned in their original condition.
Include all original tags, packaging, accessories, manuals, and warranty cards (if applicable).
Be accompanied by proof of purchase.

Products showing signs of use, damage, alteration, or missing components may not qualify.

3. Size Exchange Policy

For eligible apparel, footwear, and fashion products, customers may request a one-time size exchange within 30 calendar days of delivery, subject to stock availability.

Conditions:

Product must be unused and retain original tags and packaging.
Exchange requests must be submitted through our customer support team.
Exchanges are subject to availability of the requested size, color, or variant.

If the requested replacement is unavailable, customers may opt for Store Credit or an eligible refund where applicable.

4. Store Credit Policy

For eligible customer-preference returns, Sorena.in may offer Store Credit instead of a monetary refund.

Examples include:

Change of mind.
Incorrect size selected by the customer.
Product no longer required.
Preference-based returns.

Store Credit:

Will be issued in the form of a unique coupon or account credit.
Can be used on future purchases at Sorena.in.
Will remain valid for 12 months from the date of issuance.
Cannot be exchanged for cash or transferred to another customer.

Store Credit may be issued for the product value excluding any shipping or handling charges.

5. Refund Eligibility

Monetary refunds will generally be approved for:

Damaged products.
Defective products.
Incorrect products delivered.
Products materially different from their description.
Orders cancelled before dispatch.

Refund requests may require photographs, videos, or additional verification.

6. Non-Refundable Situations

Refunds may not be available for:

Change of mind after delivery.
Incorrect size selected by the customer.
Products returned without original packaging.
Products showing signs of use or damage after delivery.
Clearance sale or final-sale items.
Gift cards and digital products.
Customized or personalized products.

In such cases, Store Credit or Exchange options may be offered at Sorena.in's discretion.

7. Refund Processing

Once the returned product has been received and successfully inspected:

Customers will receive confirmation of approval or rejection.
Approved refunds will be processed to the original payment method.

For Cash on Delivery (COD) orders, refunds may be issued through:

UPI Transfer
Bank Transfer
Other approved payment methods

after customer verification.

8. Refund Timelines

Inspection and approval: 2–5 business days after receipt of return.
Refund initiation: 3–7 business days after approval.
Bank processing: Additional 5–10 business days depending on the payment provider.