Last updated: 19 September 2026

We want your Soraa Decors order to reach you in good condition. This policy explains when a cancellation, return, replacement or refund may be requested.

1. Order cancellations

You may request cancellation before the order is dispatched by contacting us with your order number. A cancellation is not guaranteed after packing or dispatch has begun. If cancellation is approved after payment, the refund will be issued to the original payment method.

2. Return eligibility

Unless a product page states otherwise, you may request a return within 7 calendar days of delivery. To be eligible, the item must be unused, unwashed, unassembled and in its original condition, with all labels, accessories, manuals and original packaging. Proof of purchase is required. Do not send a product back before receiving return instructions from us.

3. Damaged, defective, missing or incorrect items

Report transit damage, a manufacturing defect, a missing component or an incorrect item within 48 hours of delivery through our Contact page. Include the order number, a description of the issue, clear photographs of the item and packaging, and an unboxing video where available. Keep all packaging during the review. Once verified, we may offer a replacement, replacement part, store credit or refund, depending on stock and the nature of the issue.

4. Items that cannot be returned

Unless damaged, defective or incorrectly supplied, returns are not accepted for:

• customised, personalised, made-to-order or specially sourced products;
• items marked final sale, clearance or non-returnable on the product page;
• used, washed, altered, installed or assembled products;
• products damaged through misuse, improper handling, incorrect cleaning or normal wear;
• gift cards; and
• items returned without their original packaging, accessories or proof of purchase.

Reasonable variations in handcrafted finishes, natural wood or stone grain, glaze, texture, colour, pattern or dimensions are not treated as defects when disclosed or inherent to the product.

5. Return process

After reviewing your request, we will provide approval and instructions if the item is eligible. Availability of reverse pickup depends on the delivery location and courier coverage. The product must be securely repacked. Items returned without authorisation may not be accepted.

6. Return shipping costs

For a verified damaged, defective or incorrect item, Soraa Decors will bear reasonable return or replacement shipping costs. For an approved preference-based return, the customer may be responsible for return shipping and any non-refundable original delivery charge. The applicable amount will be communicated before the return is confirmed.

7. Inspection and approval

Returned products are inspected after receipt. We may decline or reduce a refund if the item does not meet the eligibility conditions, is missing components or has been damaged after delivery. This does not limit any rights that cannot be excluded under applicable consumer law.

8. Refunds

Approved refunds are initiated to the original payment method, normally within 7–10 business days after inspection and approval. Your bank or payment provider may take additional time to post the amount. Original shipping charges are generally non-refundable unless the return resulted from our error or a verified damaged or defective item.

9. Exchanges and replacements

Direct exchanges depend on product availability. Where an exchange cannot be arranged, we may process a return and ask you to place a new order. A replacement will normally be sent only after the issue is verified and, where required, the original item is collected.

10. Contact us

To request a cancellation, return, replacement or refund, use our Contact page with your order number and relevant photographs or video.