Return & Refund Policy

Last updated: May 2026

At Sorvenra, all products are made-to-order. Each item is custom produced specifically for you after your order is confirmed.
Because of this personalized production process, we do not accept returns for change of mind, incorrect size/color selection, or other customer errors.

Order Cancellations & Changes

You may request to cancel or modify your order within a short time after purchase:

• Requests made within 12 hours (business days) have the highest chance of approval if production has not yet started.
• Requests after 12 hours or on weekends/holidays will be reviewed case-by-case and may not be possible once production begins.

Once production has started, cancellations or changes are generally not possible.

Items Not Eligible for Return or Refund

• Change of mind
• Incorrect size, color, design, or variant chosen by the customer
• Incorrect shipping address provided at checkout
• Minor variations in color, print placement, or texture (normal for custom-made items)

Damaged, Defective, or Wrong Item

If you receive a damaged, defective, or significantly different item from what you ordered, please contact us within 30 days of delivery.

Please provide the following:

• Your order number
• Clear photos of the item and the issue
• A brief description of the problem

After review, we will offer a suitable solution: replacement, partial refund, or full refund. In most cases, you will not need to return the item unless we specifically request it.

Lost or Delayed Packages

If your tracking shows “Delivered” but you have not received the package, please check with neighbors, mailbox, or building management first.
If the package cannot be located, contact us for assistance.

For orders that have not arrived within 45 days from shipment date, we will investigate and may issue a replacement or refund for eligible cases.

Refund Process

Approved refunds will be issued to the original payment method.
Processing time depends on your payment provider, but most refunds are completed within 5–10 business days.

Original shipping fees are non-refundable except in cases where the error was made by Sorvenra.

Contact Us

For any order issues, refunds, or questions, please reach out to our support team:

Email: [email protected]
Support Hours: Monday – Friday, 9:00 AM – 5:00 PM (PST)

We aim to reply within 24–48 business hours.