Return & Refund Policy

1. 30-Day Return Window

We accept eligible return requests submitted within 30 calendar days of the recorded delivery date.

If an order arrives in multiple shipments, the 30-day period for each product begins on the date that particular product is recorded as delivered.

Requests submitted after the return window may be declined unless the product is defective, the order was incorrect, or applicable law requires another remedy.

2. Return Eligibility

To qualify for a standard return, a product must meet all applicable conditions below:

• The return request is submitted within 30 calendar days of delivery;
• The product is unused and has not been slept on;
• The product has not been washed, dried, altered, or treated;
• The product is clean and in its original condition;
• All original labels, tags, inserts, accessories, and included components are present;
• The original product packaging is included where reasonably required;
• The product shows no damage caused after delivery;
• Proof of purchase or a valid Sormag Store order number is provided; and
• The return has been authorized before shipment.

Opening the outer shipping carton to inspect an order does not automatically make a product ineligible. However, using the product, removing a product-level hygiene seal, washing the item, or exposing it to conditions that prevent resale may affect eligibility.

3. Bedding Hygiene Requirements

Pillows, duvets, and certain protective covers come into close contact with the body. For customer health and product integrity, returned bedding must be free from signs of use or contamination.

A standard return may be declined if the product has:

• Been slept on or used beyond a reasonable visual inspection;
• Been washed, dried, ironed, bleached, or treated with cleaning products;
• Visible stains, marks, discoloration, or cosmetic residue;
• Body odors, perfume, smoke, detergent, or other noticeable odors;
• Pet hair, human hair, lint accumulation, or other debris;
• Moisture, mold, bodily fluids, or signs of unsanitary handling;
• A removed or broken hygiene seal where the product was sold with one; or
• Damage caused by misuse, unsuitable storage, or care contrary to the product instructions.

These hygiene restrictions do not eliminate remedies for products that arrived damaged, defective, incorrect, or materially different from their description.

4. Items Not Eligible for Return

The following products are generally not eligible for a change-of-mind return:

• Used, slept-on, washed, altered, stained, or damaged bedding;
• Products with a removed hygiene seal when the listing states that opening the seal makes the item non-returnable;
• Products clearly marked “Final Sale,” “Clearance,” or “Non-Returnable” before purchase;
• Gift cards or store credit;
• Customized, personalized, or made-to-order products;
• Products missing essential components, labels, or packaging;
• Products damaged through misuse or failure to follow care instructions;
• Items not purchased directly from sormagstore.com; and
• Items without sufficient proof of purchase.

If a normally non-returnable product arrives defective, damaged, or incorrect, contact us so we can review the issue separately.

5. How to Request a Return

Before shipping any product back, contact our support team for return authorization:

Email: support@sormagstore.com

Use the subject line “Return Request – Order #[your order number]” and include:

• Your full name;
• Your Sormag Store order number;
• The product or products you want to return;
• The reason for the return;
• Whether the product has been opened or removed from its packaging;
• Photographs if the product is damaged, defective, incorrect, or has a visible issue; and
• Your preferred resolution where multiple options are available.

Our support team will review the request and provide the next steps. Submitting a request does not automatically guarantee approval if the product does not meet the eligibility conditions.

6. Return Authorization and Return Address

Approved returns will receive return instructions and the correct return destination. The authorized return address may differ from our public business mailing address because products may be handled by a designated fulfillment or return facility.

Do not send a return to the business contact address unless our support team specifically instructs you to do so.

Returns shipped without authorization may be delayed, refused, or returned to the sender if we cannot identify the order or the appropriate return location.

Authorization may include a return reference number, packaging instructions, a shipping label where applicable, and a deadline for sending the package. Please follow all instructions included in the authorization.

7. Return Shipping Costs

Change-of-Mind Returns

Customers are responsible for return shipping costs when returning an eligible product because of personal preference, an incorrect size selection, a color preference, or another reason not caused by Sormag Store.

Damaged, Defective, or Incorrect Products

If we verify that a product arrived damaged, defective, or different from the item ordered, Sormag Store will provide an appropriate return method or another resolution without charging the customer return shipping costs.

Trackable Return Shipping

When arranging your own return shipment, use a trackable service and keep the shipping receipt and tracking number until the return is completed. We cannot confirm receipt of an untracked return that does not arrive at the authorized facility.

Packages sent cash on delivery or with postage due may be refused.

Original outbound shipping charges are generally non-refundable unless the return resulted from our error, the entire order was defective, or a refund of those charges is required by law.

8. Return Delivery and Inspection

A carrier tracking status showing that a return was delivered does not mean the refund has already been approved. Returned products must first be received, identified, and inspected.

During inspection, we may verify:

• The returned product matches the authorized return;
• The product is within the return window;
• All included components are present;
• The product has not been used, washed, or altered;
• The hygiene and condition requirements have been met; and
• The reported defect or shipping issue is consistent with the available information.

Inspections are generally completed within 3–5 business days after the return is recorded as received. Additional time may be required if the package is missing identifying information or the return needs further review.

We will notify you by email when the return is approved, declined, or requires additional information.

9. Refund Amount and Processing Timeline

Approved refunds are issued to the original payment method. We cannot ordinarily issue a refund to a different card, bank account, or person.

The refundable amount is based on the amount actually paid for the eligible returned product after discounts or promotional adjustments. Applicable sales tax will be handled according to legal and transaction requirements.

Approved refunds are generally submitted to the payment provider within 5–10 business days after approval. After we submit the refund, your bank, credit card provider, or payment service may require additional time to display the funds.

If only part of a discounted bundle or promotion is returned, the refund may be adjusted to reflect the products retained and the original promotion terms.

If a refund to the original payment method is not technically possible, we will contact you regarding an available alternative permitted by law.

10. Missing or Delayed Refunds

If you received a refund confirmation but the funds have not appeared after the expected processing period:

1. Review the original payment account again;
2. Check for a pending credit or reversed authorization;
3. Contact your credit card company or payment provider;
4. Contact your bank and ask about pending refund processing; and
5. Contact Sormag Store if the payment provider cannot locate the refund.

When contacting us, include your order number and return tracking information so we can review the refund record.

11. Exchange Policy

Direct exchanges are primarily available when a product arrives damaged, defective, or incorrect and a suitable replacement is available.

If you want a different size, color, design, or product for personal preference reasons, we recommend:

1. Requesting a return for the original eligible product; and
2. Placing a separate new order for the preferred product.

A new order ensures that current inventory is reserved promptly. Prices, promotions, and availability may change, and we cannot guarantee that a replacement product will remain available while a return is in transit.

Replacement shipments for verified damaged, defective, or incorrect orders will not incur an additional standard shipping fee.

12. Damaged, Defective, or Incorrect Orders

Please inspect your order shortly after delivery. If a product is damaged, defective, missing components, or different from what you ordered, contact us within 48 hours whenever reasonably possible.

A report submitted after 48 hours does not eliminate any remedy that cannot legally be restricted, but prompt notice helps us review packaging and carrier information more effectively.

Please include:

• Your order number;
• A clear description of the issue;
• Photographs of the full product;
• Close-up photographs of the defect or damage;
• Photographs of the shipping box and internal packaging; and
• A photograph of the shipping label when relevant.

Keep the product and all packaging until we confirm that they are no longer required for review.

After verification, available resolutions may include:

• A replacement product, subject to availability;
• Replacement of a missing component;
• A refund to the original payment method;
• A partial refund when appropriate and accepted by the customer; or
• Store credit if the customer agrees to that resolution.

Do not return a damaged or incorrect product until our support team provides instructions.

13. Order Cancellation and Modification

Orders may begin processing shortly after checkout. Contact us as soon as possible if you need to cancel an order or change a shipping address, product, size, or quantity.

Cancellation and modification requests are not guaranteed after an order has entered processing, been packed, or been transferred to a carrier.

If an order has already shipped, it cannot be canceled in transit and must be handled through the applicable return process after delivery.

If Sormag Store cancels an order after payment has been collected, we will refund the applicable amount to the original payment method.

If we cannot ship within the timeframe promised, we will provide the delay, cancellation, and refund options required by applicable law.

14. Missing or Delayed Deliveries

Shipping transit estimates and tracking procedures are explained in our Shipping Policy.

If an order is still within its estimated delivery window, please continue monitoring the carrier tracking information. Carrier scans may be delayed or may not appear in real time.

If an order has passed the estimated delivery period or tracking has stopped updating for several business days, contact us so we can review the shipment and, where appropriate, open a carrier investigation.

If a shipment is confirmed lost, we will work with you to provide an appropriate replacement or refund, subject to product availability, the investigation findings, and applicable law.

15. Refused and Undeliverable Packages

Packages returned because of an incorrect address, missing unit number, refused delivery, repeated failed delivery attempts, or another customer-provided address issue are reviewed after they reach the applicable return facility.

Available options may include reshipment to a verified address or a refund of the eligible merchandise amount. A new shipping fee may apply to reshipment when the delivery failure resulted from incorrect information supplied during checkout.

Original shipping charges and carrier return costs may be deducted where permitted by law and where the delivery problem was not caused by Sormag Store or the carrier.

Refusing a package does not automatically create an approved return. Contact us before refusing delivery whenever possible.

16. Return Abuse and Fraud Prevention

We may limit or decline a return where there is reasonable evidence of return fraud, product substitution, altered documentation, repeated misuse of the return process, or return of an item different from the product originally shipped.

We may request additional information when necessary to verify an order or investigate suspected fraud. This section will not be used to deny a legitimate return or a mandatory consumer remedy.

17. Consumer Rights

This policy provides contractual return rights in addition to any non-waivable rights available under applicable consumer protection law.

Nothing in this policy excludes remedies that cannot legally be limited, including eligible claims involving products that are defective, materially misdescribed, or not supplied as agreed.

If a provision of this policy conflicts with a mandatory legal requirement, the mandatory requirement will control.

18. Our Customer Commitment

Our goal is to make return requirements understandable before a customer places an order. We aim to communicate eligibility, hygiene conditions, shipping responsibilities, inspection procedures, and refund timelines clearly and consistently.

If you are uncertain whether a pillow, duvet, protective cover, or other bedroom product is eligible for return, contact us before shipping it. Our support team will review the order details and explain the available next steps.

19. Business Contact Information