Refund policy

At Sortive, customer satisfaction is important to us. If you are not completely satisfied with your purchase, you may be eligible for a return or refund under the conditions below.

Returns

You may request a return within 30 days of receiving your order.

To be eligible for a return:

• The item must be unused and in its original condition.
• The item must be returned in its original packaging.
• The item must not show signs of wear, damage, or misuse.
• Proof of purchase is required.

To start a return, contact our support team with your order number and reason for the return.

Non-Returnable Items

The following items cannot be returned:

• Used products
• Products damaged through misuse
• Personalized or custom-made items
• Gift cards
• Clearance or final sale items

Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or you receive the wrong item, contact us within 7 days of delivery.

Please include:

• Your order number
• A description of the issue
• Clear photos of the product and packaging

We will review the claim and, if approved, provide a replacement or full refund at no additional cost.

Refunds

Once your return is received and inspected, we will notify you of the approval or rejection of your refund.

If approved:

• Refunds will be issued to the original payment method.
• Processing times typically range from 5 to 10 business days depending on your bank or payment provider.

Shipping Costs

• Original shipping charges are non-refundable.
• Customers are responsible for return shipping costs unless the item arrived damaged, defective, or incorrect.

Order Cancellations

Orders may be canceled within 12 hours of placement.

After this period, your order may already be processed or shipped and may no longer be eligible for cancellation.

Lost Packages

If your package is marked as delivered but cannot be located, please contact the shipping carrier first.

If you still need assistance, contact our support team and we will do our best to help resolve the issue.

Chargebacks

If there is an issue with your order, please contact us before initiating a chargeback. Most issues can be resolved quickly through our customer support team.

Contact Us

For return requests or refund questions, contact