Refund policy



To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at info@sorali.dk.


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 info@sorali.dk.


Return & Refund Policy — Sorali Cosmetics (Official Denmark Partner)

We are the exclusive and officially authorized partner of Sorali Cosmetics in Denmark. No other party is permitted to sell Sorali products within Denmark. Any unauthorized selling activity may result in legal action.

 Right of Withdrawal — 14 Days (EU/DK Law)

Under EU and Danish consumer law, customers purchasing online have the right to withdraw from the purchase within 14 days of delivery, without giving any reason.
However, this right does not apply in the situation described below.

 Hygiene & Seal Exception (No Return If Opened)

Because we sell cosmetic products intended for personal care and hair treatment, these items fall under the health and hygiene exemption under EU law.

According to EU law, the right of withdrawal expires when:

  • the product is sealed for hygiene or health reasons.

  • the seal has been broken or the product has been opened/used after delivery.

Therefore:

  • Unopened and sealed products may be returned within 14 days.

  • Opened, unsealed, or used products are not eligible for return or refund under any circumstance.

 Damaged or Defective Items

If your order arrives damaged, defective, or not as described, you must contact us within 14 calendar days of delivery.

Once the issue is verified, you may choose:

  • a full refund to the original payment method.

  • a free replacement unit at no additional cost.

We may request photos or documentation of the damage to process the claim.

 How to Start a Return or Claim

Please contact us within 14 days with:

  • your order number or proof of purchase

  • photos if the item arrived damaged or defective

  • confirmation that the product is still sealed (for standard returns)

 Legal Notice on Exclusivity

We are the sole authorized distributor and agent of Sorali Cosmetics in Denmark under a formal partnership agreement with Sorali Cosmetics (Brazil). Any unauthorized sale or distribution of Sorali Cosmetics products in Denmark violates this agreement and may lead to legal action without further notice.

By placing an order with us, you confirm that you have read and agree to this Return & Refund Policy.

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 within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at info@sorali.dk.