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.
60-Day Guarantee
On top of your legal right to change your mind within 14 days, described above, we also offer a 60-day guarantee. This is something we choose to offer, not something the law requires, and it works differently from the 14-day right. The two exist alongside each other, and using one does not affect the other.
Which orders it applies to
The 60-day guarantee applies to the 2-tube and 3-tube options only. It does not apply to the 1-tube option, including if you place two separate 1-tube orders. This guarantee applies to orders delivered to UK mainland addresses, in line with our Shipping Policy.
How long the guarantee lasts
The 60-day guarantee is tied to your first qualifying order (a 2-tube or 3-tube order) and runs for 60 days from the day that order arrives. It does not reset, extend, or apply again if you place a further qualifying order afterwards.
What the guarantee covers
Use the product daily for the full 60 days, as directed. If, having done that, you do not feel it is the right product for your skin, you can claim a refund under this guarantee.
What we need to process a claim
To make a claim, you will need to provide all three of the following:
- A photo of the area you are applying the product to, taken on the first day you use it.
- A photo of the same area, taken in similar lighting, after 60 days of applying it daily.
- The empty tubes from your order, returned to us.
These three things confirm a claim is genuine. We ask for the photos to establish that you have used the product over the full 60 days, not to assess or compare any result, and we cannot process a claim without all three.
How to claim
Email help@sorenna.net within 14 days of the end of your 60 days, with your order number and both photos attached. We will reply with instructions for returning the empty tubes. Once we have received the tubes and confirmed all three parts of your claim, we will refund what you paid for the order to your original payment method, within 14 days of confirming your claim. Return postage for the empty tubes is at your own cost.
How this fits with the 14-day right above
The hygiene-seal condition described above applies to your 14-day right to change your mind, and only to that right. It does not apply here. This 60-day guarantee is a separate scheme that we are choosing to offer in addition to your legal rights, and by design it requires you to have used the product and returned the empty tubes as part of your claim. Making a claim under this guarantee does not use up your 14-day right, and not using this guarantee does not affect your 14-day right either. If a tube arrives faulty, damaged, or not as described, that is covered separately under the Consumer Rights Act 2015, whether or not the tube has been opened, and nothing in this section changes that.
This guarantee does not affect your other statutory rights.
Contact
Nicholas Papadopoulos, trading as Sorenna, 4 Gay Court, London Road West, Bath, BA1 7QU. Email: help@sorenna.net