Returns policy

We have a 30-day return policy, which means you have 30 days from the date we sent your order to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, and in its original packaging. You’ll also need the receipt or proof of purchase. You must take reasonable care of the goods and immediately return them to us in the normal way. We will not consider that you have taken reasonable care of the goods if they have been used in a way, or to an extent, beyond what would be reasonable when examining the goods in a shop before purchase.

How to return an item

To start a return, you can contact us at hello@sorbet-wellness.com. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at hello@sorbet-wellness.com.

Damages and issues

Please inspect your order upon receipt and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Where a product is faulty, damaged or miss-described we will refund the original delivery charge and the cost of posting the goods back to us via your local postal office using first class recorded delivery only.

Sale of Goods Act 1979: If any product we supply fails due to a manufacturing defect, we will provide you with an appropriate remedy e.g. repair, replacement, or refund. Please email us at hello@sorbet-wellness.com

Returning your product

The goods are your responsibility until they reach us. You will be liable to pay the cost of returning unwanted goods back to us. For your protection we recommend you use a postal service that insures you for the value of the goods you are returning.

Our returns address is: 73 Sundew Road, Emerson’s Green, Bristol BS167NP

Exceptions / non-returnable items

Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Where promotional discounts are applied to orders, the discount will be applied to each item in the basket. In the event of a return, you will not be refunded the discounted proportion.

We will not refund the original shipping charges if a product is not faulty, damaged, or not as described, whether you prefer to cancel the order if the order has been returned to our facilities due to an incorrect delivery address being provided at the point of ordering, or if the order returns due to the maximum number of delivery attempts being reached/the items are held at an access point and reached the maximum time to be held.

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.

Once your return has been accepted, we aim to refund the payment method within 5 working days.