Returns, Refunds, and Refund Policy

Welcome to Sorienval. We are committed to providing clear and fair return, refund, and after-sales services. If you are dissatisfied with furniture or home products you have purchased, or if you receive an item that is damaged, defective, or inconsistent with your order, you may request appropriate after-sales assistance in accordance with this policy.

1. Return Eligibility and Timeframe

We offer a voluntary 30-day return policy for eligible items. You may submit a return request within 30 calendar days from the date the item is delivered.

To qualify for a standard return, items should, to the extent reasonably possible, remain in their original condition and include the accessories, parts, instruction manuals, and other components originally supplied with them.

We recommend keeping the original packaging whenever possible, particularly for large furniture items, to help ensure safe return shipping. However, items do not necessarily need to remain unopened, and the absence of original packaging will not automatically disqualify an item from being returned. We will assess each request based on the item's actual condition, the reason for the return, and applicable law.

Please note the following:

• The 30-day period begins on the date the item is actually delivered.
• You must submit your return request within this period to qualify under our voluntary 30-day return policy.
• After submitting your request, please wait for our review decision and return instructions before shipping the item back.
• Approved returns must be completed in accordance with the instructions we provide. If special circumstances prevent you from returning an item on time, please contact us promptly.
• Requests submitted after 30 days may not qualify under our standard voluntary return policy. However, product quality issues, applicable warranty rights, and other remedies available under applicable law will be handled based on the circumstances and relevant legal requirements.

2. Return Conditions and Exceptions

We review each request based on the order information, item condition, reason for return, and other relevant circumstances.

2.1. Returns for Personal Reasons

If you wish to return an item because you have changed your mind, the size is unsuitable, the style does not meet your expectations, or for another reason unrelated to product quality, the item should remain in good condition to the extent reasonably possible and include all applicable accessories and components.

Where permitted by applicable law and where the relevant charges have been disclosed in advance, you may be responsible for reasonable return shipping costs or other applicable charges. We will not impose fixed return fees, fixed deductions, or fixed deduction percentages without a clear and appropriate basis.

Once your request has been approved, we will explain the applicable return requirements, how shipping costs will be allocated, and any relevant factors that may affect the refund amount.

2.2. Returns for Product Defects, Shipping Damage, or Incorrect Items

If you receive an item with a quality issue, shipping damage, a noticeable defect, or a product that does not match your order, please contact us as soon as possible. Include your order number, a description of the issue, and photographs or other supporting materials that may help us verify the problem.

After verification, we will provide an appropriate resolution based on the nature and extent of the issue and applicable law. Possible resolutions include:

• A Full refund.
• A Partial refund, where appropriate.
• Another reasonable resolution that complies with applicable law.

For returns confirmed to result from product quality issues, shipping damage, or incorrect items, we will not charge you return shipping costs or return handling fees.

We will address these issues based on the actual circumstances and will not reject a reasonable after-sales request solely because we do not offer direct exchanges.

2.3. Items That Do Not Meet Return Conditions

If a returned item has damage beyond what would reasonably result from inspection, is missing necessary components, or otherwise materially fails to meet the return conditions, we will determine whether a refund may be refused or reasonably adjusted based on the item's condition, the cause of the damage, responsibility for the issue, and applicable law.

If the item's condition may affect refund eligibility or the refund amount, we will explain the relevant reasons and the basis for our decision.

We will not automatically refuse a refund solely because of marks resulting from reasonable inspection, minor packaging damage, or other circumstances that should not affect return rights under applicable law.

Any refund denial or adjustment must comply with applicable law and must not unreasonably exclude rights that consumers are legally entitled to exercise.

2.4. Cases Where an Item Does Not Need to Be Returned

Depending on the nature of the product issue, the proposed resolution, and applicable law, we may determine that an item does not need to be physically returned in certain circumstances.

If your request is approved without requiring the physical return of the item, we will clearly explain the next steps and refund arrangements. Please do not assume how the matter should be handled or incur unnecessary shipping costs before receiving our instructions.

3. Return Shipping and Return Labels

For approved returns that require the physical return of an item, we will provide an electronic return label and the relevant shipping instructions. You are responsible for downloading and printing the return label and preparing and shipping the item in accordance with our instructions.

3.1. Shipping Costs for Returns for Personal Reasons

For returns requested for personal reasons, you may be responsible for reasonable return shipping costs or other applicable charges where permitted by law and where the relevant charges have been disclosed in advance.

If any such charges apply, we will explain how they will be handled during the return process. We will not impose additional charges without an appropriate basis or advance disclosure.

3.2. Shipping Costs for Defective or Incorrect Items

For returns verified to result from product quality issues, shipping damage, or incorrect items, we will cover reasonable return shipping costs and will not transfer these costs to you.

We will provide the applicable electronic return label and shipping instructions and explain how to complete the return.

3.3. Packaging and Shipping Requirements

Please package the item securely in accordance with our instructions and use the designated electronic return label and an appropriate shipping method that meets the specified requirements.

Where applicable, please confirm that the item and its accessories are ready for shipment before sending it back. Keep your shipping receipt or other proof of shipment so that the shipment can be tracked if necessary.

Specific return arrangements will be provided separately for each approved request. We do not promise any carrier name, fixed shipping timeframe, or return label generation time unless such details have been confirmed.

4. Refund Eligibility and Processing Time

We determine refund eligibility and the refund amount based on the reason for return, the item's condition, order records, and applicable law.

4.1. Refund Amount

Refunds for eligible orders will be processed according to the actual circumstances and applicable policies.

• Personal Reasons: The refund amount will be determined based on the item's condition, applicable charges that were disclosed in advance and are permitted by law, and other relevant circumstances.
• Product Quality Issues, Shipping Damage, or Incorrect Items: After verification, we will provide an appropriate full refund, partial refund, or other reasonable resolution depending on the circumstances. No return shipping costs or return handling fees will be charged for returns confirmed to result from these issues.
• Partial Refunds: If only part of an item is affected or a partial refund is an appropriate way to resolve the issue, we may offer a partial refund to the extent permitted by applicable law. A partial refund is not the default resolution for every after-sales dispute.
• Items That Do Not Meet Return Conditions: If an item has a material issue that may affect refund eligibility or the refund amount, we will make a determination based on the actual circumstances and applicable law and explain the reasons to you.

Where applicable law requires the refund of specific charges or provides other refund remedies, we will comply with those requirements.

4.2. Refund Initiation Time

For items that must be physically returned, eligible refunds will generally be initiated within 1-3 business days after we receive the returned item and complete the necessary condition verification.

For cases in which a physical return is not required, we will initiate eligible refunds at the processing stage reasonably agreed upon by both parties or within the timeframe required by applicable law. We will not unreasonably delay processing.

The 1-3 business days refer to the time we take to initiate a refund. They do not guarantee that the funds will reach your account within that period.

4.3. Refund Method

As a general rule, refunds will be issued to the original payment method used for the purchase.

If the original payment method cannot receive the refund or other circumstances require an alternative method, we will communicate with you and determine an appropriate arrangement to the extent permitted by applicable law.

4.4. Actual Refund Arrival Time

After a refund has been initiated, the time required for the funds to reach your account depends on the processing procedures of your card-issuing bank, payment service provider, or other relevant financial institution.

Therefore, the refund initiation date and the date the funds actually arrive may differ. We cannot guarantee a fixed arrival timeframe that has not been verified.

If a refund has been initiated but you have not received the funds, we recommend contacting the relevant payment service provider or card-issuing bank first. If you need further assistance verifying the refund status, you may also contact us using the contact information provided in this policy.

5. Damaged, Defective, or Incorrect Items

We understand that furniture and home products may be damaged during shipping or may arrive with defects or fulfillment errors. If you receive an item with any of these issues, please contact us as soon as possible so that we can assess the situation and provide an appropriate resolution.

Please provide the following information whenever possible:

• Your Order Number.
• The Product Name or relevant order information.
• A Detailed Description of the damage, defect, or fulfillment error.
• Photographs of the item, packaging, or relevant issue, if available.

After receiving your request, we will verify the order information and supporting materials and determine an appropriate resolution based on the circumstances.

Verified issues may be resolved through a full refund, partial refund, or another reasonable solution, depending on the nature and extent of the issue and applicable law.

For confirmed product quality issues, shipping damage, or incorrect items, we will cover reasonable return shipping costs and will not charge return handling fees.

If the issue can reasonably be resolved without requiring the item to be returned, we will clearly explain the next steps and refund arrangements. If the item must be returned, we will provide an electronic return label and specific shipping instructions.

If you believe your item is covered by applicable warranty rights, statutory quality guarantees, or other legal remedies, please contact us. We will review and handle your request based on the circumstances and applicable law. We will not automatically exclude remedies that may be legally available solely because the voluntary 30-day return period has expired.

6. How to Request a Return

To help us process your request clearly and efficiently, please follow the steps below.

6.1. Step 1: Submit Your Request

Please contact us primarily by email at:

contact@sorienval.com

Please include the following information in your email:

• Your Order Number.
• The Product Name or relevant order information.
• The Reason for the Return.
• A Description of the Item's Current Condition.
• Relevant Photographs, if the request concerns damage, defects, or an incorrect item.

If you wish to request a return under our voluntary return policy, please submit your request within 30 calendar days from the delivery date.

6.2. Step 2: Request Review

We will review your order information, the item's condition, the reason for the request, the submission date, and the applicable return conditions.

After reviewing your request, we will inform you whether it qualifies for a return, whether the item must be shipped back, and what steps you should take next.

We may contact you for additional information if further verification is necessary.

6.3. Step 3: Return the Item According to Our Instructions

If your request is approved and a physical return is required, we will provide an electronic return label and return shipping instructions.

Please download and print the label, package the item securely according to our instructions, and ship it using the designated label and an appropriate shipping method.

If we determine that the item does not need to be returned, we will clearly inform you. You will not be required to determine on your own whether shipment is necessary.

For returns verified to result from product quality issues, shipping damage, or incorrect items, we will cover reasonable return shipping costs.

6.4. Step 4: Inspection of the Returned Item

Once the returned item arrives at the designated return receiving location, we will verify its condition, the reason for return, and the relevant order information.

If the item's condition needs to be assessed to determine refund eligibility or the refund amount, we will make a decision based on the actual circumstances and applicable law.

For cases in which a physical return is not required by law or is reasonably agreed upon by both parties, subsequent processing will follow the confirmed arrangements.

6.5. Step 5: Initiate the Refund

For eligible items that must be physically returned, we generally initiate the refund within 1-3 business days after receiving the returned item and completing the necessary verification.

The refund amount and processing method will be determined according to the applicable policy, actual circumstances, and relevant law.

If a physical return is not required, we will initiate the refund at the appropriate agreed processing stage or within the timeframe required by applicable law.

6.6. Step 6: Wait for the Refund to Arrive

After the refund is initiated, the funds will be returned through the original payment method in accordance with the processing procedures of the relevant financial institution.

The actual arrival time may vary depending on the processing rules of your card-issuing bank, payment service provider, or other financial institution.

If you have questions about the refund status, please contact us by email and provide the relevant order information so that we can assist you with verification.

7. Exchange Policy

We currently do not offer direct exchanges.

Furniture products may vary in style, availability, and delivery arrangements. To help you select a replacement product that meets your needs, we handle eligible requests through a return and refund followed by a new order rather than a direct exchange.

If you wish to obtain a different item, please follow these steps:

• Contact us at contact@sorienval.com to request an eligible return and refund.
• Complete the applicable return process in accordance with our review decision and return instructions.
• Place a new order for your desired item based on its actual availability and applicable price, either while the refund is being processed or after it has been completed.

When placing a new order, product availability and applicable prices will be based on the actual conditions at that time. We do not guarantee inventory reservations, price protection, or automatic exchange services unless specifically confirmed.

If you receive a damaged item, a defective product, or an item that does not match your order, please contact us first so that we can address the issue. We will provide an appropriate after-sales resolution based on the circumstances and will not reject a reasonable refund or other applicable remedy solely because direct exchanges are unavailable.

8. Consumer Rights

The 30-day return period described in this policy is a voluntary return arrangement offered by us. It does not mean that U.S. law establishes a uniform statutory 30-day return period for all online shopping transactions.

Certain consumer rights and legal remedies may apply depending on the transaction and the applicable federal or state laws. Nothing in this policy is intended to limit or waive any consumer rights that cannot be excluded or waived under applicable law.

9. Contact Us

If you have questions about return eligibility, refund status, product quality issues, or this policy, please contact us using the information below.

Website Name: Sorienval

Website: https://sorienval.com

Email: contact@sorienval.com

Phone: +1 (904) 259-7148

Contact Address: 13667 Sheltons Pl, Sanderson, FL 32087, US

Customer Service Hours: Monday through Friday, 9:00 AM to 6:00 PM Eastern Time (ET)

To help us process your request more efficiently, please provide your order number and a brief description of the issue when contacting us.

We are committed to handling returns, refunds, and after-sales requests in a clear and fair manner and to fulfilling our obligations under applicable consumer protection laws.

If any provision of this policy conflicts with applicable law, the requirements of applicable law will prevail.