Refund policy
RETURNS & EXCHANGES
We want you to be satisfied with your SORANO purchase. If you wish to return or exchange an item, please review the conditions below carefully.
Return and exchange conditions may vary depending on whether the order was placed by a customer within or outside the European Union, in accordance with applicable consumer protection laws.
For all return or exchange requests, please contact us at info@soranoleather.com.
Please include your order number and the item(s) you wish to return or exchange.
We do not accept or process return requests through Instagram, social media direct messages, or other unofficial communication channels.
RETURN PERIOD
Return requests must be submitted within 14 days from the date of delivery.
After requesting a return, customers must follow the return instructions provided by our customer service team and send the goods back within the applicable return period.
Returns sent without prior authorization or to an address other than the return address provided by SORANO may not be accepted or may experience significant processing delays.
RETURN CONDITIONS
To be eligible for a return or exchange, items must be returned in their original condition.
Items must be unworn and unwashed, have all original tags attached, be free from stains, odors, damage or alterations, include any original accessories or packaging supplied with the product, and be suitable for resale.
Customers may examine and try on an item as reasonably necessary to determine its nature, characteristics and fit.
For customers exercising statutory withdrawal rights within the European Union, SORANO reserves the right to account for any diminished value resulting from handling beyond what is necessary to establish the nature, characteristics and functioning of the goods, as permitted by applicable law.
EUROPEAN UNION CUSTOMERS
Customers residing in the European Union who purchase online have the right to withdraw from their purchase within 14 days of receiving the goods, without having to provide a reason, subject to the exceptions provided by applicable law.
To exercise your right of withdrawal, you must notify SORANO within the applicable 14-day period by contacting info@soranoleather.com.
EU SALE, DISCOUNTED & PROMOTIONAL ITEMS
For customers in the European Union, purchasing an item during a sale, with a discount code, during Black Friday, as part of a bundle, or through another promotional offer does not remove any mandatory statutory right of withdrawal available under applicable EU consumer law.
Where a statutory right of withdrawal applies, eligible promotional or discounted items may therefore be returned in accordance with this policy and applicable law.
EU RETURN SHIPPING COSTS
The cost of returning an item to SORANO is the responsibility of the customer, unless otherwise required by applicable law or the item received is confirmed to be faulty, damaged or incorrect.
Customers may use a courier of their choice unless SORANO provides specific return instructions.
We strongly recommend using a tracked shipping service. Customers should retain their return shipping receipt and tracking information until the return has been completed.
SORANO is not responsible for return parcels lost during transportation when the return carrier was selected by the customer.
EU REFUNDS
Once an eligible withdrawal has been exercised, SORANO will refund the payments received as required by applicable law.
Where required by EU consumer law, the refund will include the cost of our standard delivery option originally applicable to the order.
If the customer selected an express, premium or other delivery method more expensive than our standard delivery option, the additional shipping cost will not be refunded.
SORANO may withhold the refund until we have received the returned goods or the customer has provided evidence that the goods have been sent back, whichever occurs first, where permitted by applicable law.
Refunds will normally be issued to the original payment method.
CUSTOMERS OUTSIDE THE EUROPEAN UNION
For customers located outside the European Union, SORANO accepts eligible returns requested within 14 days of delivery, subject to this Return & Exchange Policy and any mandatory consumer rights applicable in the customer's jurisdiction.
Items must comply with the return conditions described above.
The customer is responsible for the full cost of returning the item to SORANO.
Original shipping charges are non-refundable for Non-EU returns, except where required by applicable law or where the return results from a faulty, damaged or incorrect item for which SORANO is responsible.
NON-EU SALE, DISCOUNTED & PROMOTIONAL ITEMS
For customers located outside the European Union, items purchased on sale, with a discount code, during Black Friday, as part of a promotional bundle, or through any other special promotional offer are FINAL SALE and are not eligible for a refund, except where otherwise required by applicable law.
Eligible promotional items may only be returned for a size exchange of the same product, subject to availability.
The customer is responsible for the return shipping cost and the shipping cost of the replacement item.
Any applicable customs duties, import taxes, brokerage fees or other cross-border charges may also be the customer's responsibility.
If the requested replacement size is unavailable, please contact our customer service team to discuss the available options. The unavailability of another size does not automatically make a Final Sale item eligible for a cash refund, except where required by applicable law.
EXCHANGES
We accept eligible exchange requests submitted within 14 days of delivery.
Items returned for exchange must meet all return conditions described in this policy.
Unless the exchange is necessary because SORANO sent a faulty, damaged or incorrect item, the customer is responsible for the cost of returning the original item, the shipping cost of the replacement item, and any applicable customs duties, import taxes or other charges associated with the return or replacement shipment.
Once the returned item has been received and inspected, our customer service team will confirm the availability of the requested replacement and any applicable reshipping costs.
The replacement item will be dispatched after the applicable shipping payment has been completed.
SIZE EXCHANGES FOR FINAL SALE ITEMS
For Non-EU customers, items classified as Final Sale under this policy may only be exchanged for another size of the same product, subject to availability.
Final Sale items cannot be exchanged for a different product and cannot be returned for a cash refund, except where required by applicable law.
CUSTOMS & INTERNATIONAL RETURNS
Customers are responsible for correctly declaring return shipments and following the return instructions provided by SORANO.
Where a return or exchange generates customs duties, import taxes, brokerage charges, handling fees or other cross-border costs, these costs may be charged to the customer to the extent permitted by applicable law.
Customers should clearly identify the shipment as returned merchandise where appropriate and follow any customs instructions provided by our customer service team.
SORANO is not responsible for additional costs resulting from incorrect customs declarations made by the customer.
FAULTY, DAMAGED OR INCORRECT ITEMS
If you receive an item that is faulty, damaged or different from what you ordered, please contact info@soranoleather.com.
Please provide your order number, a description of the issue, and clear photographs or videos showing the problem.
Please contact us before returning the product.
Our customer service team will review the claim and provide the appropriate solution.
Where SORANO is responsible for a faulty, damaged or incorrect product, the matter will be handled in accordance with applicable consumer protection laws, and customers will not be required to bear return costs where prohibited by applicable law.
HOW TO REQUEST A RETURN OR EXCHANGE
To request a return or exchange, contact info@soranoleather.com.
Please include your order number and specify which item(s) you wish to return or exchange.
Our customer service team will provide you with the applicable return instructions and return address.
Do not send a return to the address shown on the original parcel unless our customer service team specifically instructs you to do so.
Our logistics and return locations may differ from the original shipping location.
RETURN SHIPPING
Unless otherwise stated in this policy or required by applicable law, return shipping is at the customer's expense.
The cost will depend on the customer's location, courier and shipping service selected.
We strongly recommend using a tracked shipping method.
SORANO is not responsible for returns lost or damaged while being transported by a carrier selected directly by the customer, except where otherwise required by applicable law.
EXCHANGE SHIPPING
For voluntary exchanges, customers are responsible for the cost of shipping the item back to our designated return location and for the cost of shipping the replacement item.
After receiving and inspecting the returned item, we will confirm the applicable reshipping cost.
Once payment has been completed, the replacement item will be dispatched.
REFUND PROCESSING TIME
Once your return arrives at our designated return facility, it will be inspected and processed.
We aim to process eligible returns within 10 business days of receipt.
Once your refund has been issued, you will receive a confirmation email.
Depending on your bank, credit card provider or payment service, it may take additional business days for the refunded amount to appear in your account.
For EU statutory withdrawals, refunds will in all cases be handled within the time limits required by applicable consumer law.
ORIGINAL SHIPPING COSTS
For EU customers exercising a statutory right of withdrawal, the standard original delivery cost will be refunded where required by applicable law. Additional amounts paid for express, premium or upgraded delivery are not refundable beyond the cost of our standard delivery option.
For Non-EU customers, original shipping costs are non-refundable unless otherwise required by applicable law or the return is due to an error for which SORANO is responsible.
RETURNS REQUESTED AFTER 14 DAYS
Return or exchange requests submitted outside the applicable 14-day return period may be refused.
If you are unable to complete your return within the required period, please contact our customer service team as soon as possible.
Any exception offered by SORANO outside the applicable statutory return period is discretionary and does not create an obligation to accept future late returns.
Mandatory consumer rights are not affected.
EXCHANGE AVAILABILITY
All exchanges are subject to product availability.
If the requested size is no longer available, please contact our customer service team. We will inform you of the available options.
For items eligible for a statutory refund, your applicable statutory rights remain unaffected.
For Non-EU Final Sale promotional items, the fact that a replacement size is unavailable does not automatically create a right to a cash refund, except where required by applicable law.
ORDER NUMBER
Your order number can be found in the order confirmation email you received after completing your purchase.
If you cannot locate your confirmation email or order number, please contact info@soranoleather.com.
UNAUTHORIZED RETURNS
Please contact SORANO before sending any return.
Returns sent to an incorrect address, to the address printed on the original parcel, or without following the return instructions provided by our customer service team may experience delays and may generate additional shipping, handling or customs costs.
Any such costs may be the customer's responsibility to the extent permitted by applicable law.
ABUSE OF THE RETURN POLICY
SORANO reserves the right to investigate suspected fraudulent or abusive return activity, including repeated returns of worn, used, altered or damaged merchandise.
Nothing in this section limits or excludes any mandatory consumer rights.
CONTACT INFORMATION
For all return, exchange, refund or damaged-item inquiries, please contact:
SORANO
Email: info@soranoleather.com
1309 Coffeen Avenue, STE 1200
Sheridan, Wyoming 82801
United States
This Return & Exchange Policy does not limit any mandatory consumer rights that cannot legally be excluded or restricted.
