Refund policy
n 30 days from the date the order is delivered.
All return requests must be reviewed and approved before a product is shipped back to Soraniva.
Do not return a product before receiving approval and return instructions from us.
2. Return Eligibility
To qualify for a return, the following conditions must be met:
- The product must have been purchased directly from Soraniva.
- The return request must be submitted within 30 days of delivery.
- The product must be returned in its original condition.
- The product must not have been installed, modified, misused, or damaged after delivery.
- The product must include its original packaging, accessories, components, manuals, and other included materials, where applicable.
- The return must be approved by Soraniva before it is shipped.
Return eligibility is reviewed after the customer submits a request. Products that do not meet the applicable return conditions may not be approved.
3. How to Request a Return
To request a return:
- Email info@soraniva.com within 30 days of delivery.
- Include your order number, the name of the product, and the reason for the return.
- Wait for Soraniva to review and approve the request.
- After approval, Soraniva will provide a prepaid downloadable return shipping label and return instructions.
- Download and print the return shipping label.
- Securely package the product and attach the printed label to the outside of the return package.
- Ship the package according to the return instructions provided by Soraniva.
Products sent back without prior approval or before return instructions are provided may not be accepted.
4. Return Shipping Costs
Approved returns qualify for free return shipping.
Soraniva provides and pays for the prepaid return shipping label for an approved return. There is no charge to the customer for an approved return label.
Customers must use the return label and shipping instructions provided by Soraniva.
5. Restocking Fees
Soraniva does not charge a restocking fee for approved returns.
6. Return Inspection
After a returned product is received, Soraniva will inspect it within 1–3 business days.
The inspection confirms whether the product meets the return eligibility requirements described in this policy.
Customers will be notified after the inspection has been completed and the return has been approved or declined.
7. Refunds
If the return is approved following inspection:
- The refund will be processed within 10 business days after inspection and approval.
- The refund will be issued to the original payment method.
- Refunds will be processed in USD.
- A confirmation email will be sent after the refund has been issued.
After Soraniva issues the refund, additional time may be required for the funds to appear in the customer’s account. Processing times may vary depending on the customer’s bank or payment provider.
8. Exchanges
Exchanges are available for eligible products, subject to product availability.
To request an exchange, email info@soraniva.com within 30 days of delivery and include:
- Your order number
- The product involved
- The reason for the exchange
- The replacement product requested, where applicable
The exchange request must be reviewed and approved before the original product is returned.
Approved exchanges include:
- A prepaid downloadable return shipping label
- Free approved return shipping
- No restocking fee
Do not ship the original product back until the exchange request has been approved and return instructions have been provided.
9. Damaged or Incorrect Products
If you receive a product that is damaged or does not match your order, contact info@soraniva.com as soon as possible.
Include:
- Your order number
- The name of the affected product
- A clear description of the issue
- Supporting photographs, where available
Please wait for Soraniva to review the request and provide instructions before returning the product.
When the return is approved, Soraniva will provide a prepaid downloadable return shipping label at no cost to the customer.
10. Order Cancellations
Orders may be cancelled before shipment.
To request a cancellation, email info@soraniva.com as soon as possible and include your order number.
Cancellation requests are subject to the shipment status of the order. Once an order has shipped, it cannot be cancelled under this section.
After shipment, the customer may request a return in accordance with the return process described in this policy.
11. Contact Us
For questions about a return, refund, exchange, or cancellation, contact Soraniva using the information below.
Store Name: Soraniva
Address: 402 Fast Ln, Cedar Falls, IA 50613, United States
Email: info@soraniva.com
Operating Hours: Monday–Friday, 9:00 AM–6:00 PM (GMT-6)
Expected Response Time: Within 48 business hours