Refund policy
Last updated: July 2026
Welcome to Sorteva. Our priority is to provide you with a simple, secure, and satisfying shopping experience. If, for any reason, you are not completely satisfied with your purchase, we're here to help.
This Return & Refund Policy outlines the terms and conditions that apply to purchases made through sorteva.com.
1. Our Commitment
At Sorteva, we are committed to providing high-quality products and outstanding customer service. If a product does not meet your expectations or arrives with a defect, we will review your request promptly and work with you to find the most appropriate solution.
2. Return Period
You may request a return within 30 calendar days from the date your order is delivered.
Unfortunately, after this period, we are unable to offer a refund or exchange unless otherwise required by applicable law.
3. Return Eligibility
To qualify for a return, the item must:
- Be unused or only minimally used.
- Be in its original condition.
- Be clean and free from damage.
- Be returned in its original packaging whenever possible.
- Include all accessories, manuals, and any items originally supplied with the order.
- We reserve the right to refuse any return that does not meet these requirements.
4. Non-Returnable Items
For hygiene, safety, or customisation reasons, certain products cannot be returned, including:
- Personalised or custom-made items.
- Gift cards.
- Opened or used hygiene products.
- Underwear, swimwear, or similar items where the hygiene seal has been removed.
- Products showing significant signs of use.
- Items damaged due to misuse or improper handling.
5. How to Request a Return
Before returning any item, please contact our Customer Support team at:
Email: contact@sorteva.com
Please include:
- Your order number.
- Your full name.
- A description of the issue.
- Photos of the product if it is damaged or defective.
Our team typically responds within 24–48 business hours with return instructions.
Returns sent without prior authorisation cannot be processed.
6. Return Address
Our return address will be provided by our Customer Support team once your return request has been approved.
Please do not send your order back to the address shown on your parcel without first receiving return authorisation.
7. Damaged, Defective, or Incorrect Items
Please inspect your order as soon as it arrives.
If you receive:
- A defective item.
- A product damaged during shipping.
- The wrong item.
- An incomplete order.
Please contact us within 48 hours of delivery.
We may request photographs of both the product and its packaging to help us resolve your claim more quickly.
Where appropriate, Sorteva will take the necessary steps to resolve the issue as quickly as possible.
8. Exchanges
We offer exchanges whenever possible.
If you would like to exchange an item for a different size, colour, or model, please contact our Customer Support team.
All exchanges are subject to product availability.
If the requested item is unavailable, a refund may be offered instead.
9. Refunds
Once your returned item has been received and inspected, we will notify you whether your refund has been approved.
If approved:
-
Your refund will be issued using the original payment method.
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No additional processing fees will be charged by Sorteva.
Depending on your bank or payment provider, refunds may take 5 business days to appear in your account after they have been processed.
10. Return Shipping Costs
Return shipping costs are generally the customer's responsibility.
However, Sorteva will cover the return shipping costs if:
- You received the wrong item.
- The product is defective.
- The product arrived damaged.
- The error was caused by Sorteva.
11. Lost Parcels
If your tracking information shows your parcel as delivered but you have not received it, please contact us as soon as possible.
We will investigate the issue with the shipping carrier and work to find a suitable resolution.
12. Refused or Unclaimed Parcels
If an order is refused by the recipient or remains unclaimed and is returned to us, any costs incurred may be deducted from the refund amount.
13. Order Cancellations
Orders may only be cancelled if they have not yet been processed or dispatched.
Once an order has been handed over to the shipping carrier, it can no longer be cancelled. You may, however, request a return after receiving your order.
14. Right to Refuse
Sorteva reserves the right to refuse a refund in cases involving:
- Abuse of this Return & Refund Policy.
- Suspected fraud.
- Incomplete returns.
- Products intentionally damaged.
- Failure to comply with the conditions outlined in this policy.
15. Force Majeure
Delays caused by circumstances beyond our reasonable control—including severe weather, natural disasters, strikes, armed conflicts, pandemics, or other force majeure events—do not automatically entitle customers to compensation.
16. Customer Support
If you have any questions regarding your order or this Return & Refund Policy, please contact us:
Sorteva
34 Snow Hill
Wolverhampton
West Midlands
WV2 4AG
United Kingdom
Email: contact@sorteva.com
Our Customer Support team aims to respond to all enquiries within 24–48 business hours.
17. Changes to This Policy
We reserve the right to update or modify this Return & Refund Policy at any time to reflect changes in our business operations, legal requirements, or services.
The version published on sorteva.com is the current and governing version and supersedes all previous versions.
By placing an order on our website, you acknowledge that you have read, understood, and agreed to this Return & Refund Policy.