Refund policy

At Sørentry, we understand that sometimes a product doesn't meet expectations – whether it's the size, color, or fit. That's why we have a simple and transparent return and refund process.

30 days to decide

You have time to think it over – exactly 30 days from receiving your order to request a return.

  • We accept returns of both full-price products and defective items.

  • The product must be returned in the same condition as you received it: unused, unworn, and in its original, complete packaging.

### Damaged or Broken Items Upon Arrival

Please inspect your package immediately upon delivery. 

If your item arrives damaged or broken during transit, please notify our support team at support@sorentry.com within **7 calendar days** of the delivery date (as recorded by carrier tracking).

**To process a transit damage claim, please include:**
1. Your order number
2. Clear photos or video of the damaged item
3. Clear photos of the outer shipping box and shipping label

**Please Note:** 
Notification within 7 days allows us to file a damage claim with our shipping carrier and immediately issue a replacement or refund for the damaged item. Claims for transit damage reported after 7 days will be evaluated under our standard 30-day return policy, where the item must be returned in unused condition or verified for defect coverage.

 


How to get started

Please contact us at support@sorentry.com with your order number. We will guide you through the next steps, one by one.

  • Return costs are paid by the customer.

  • Make sure to send your package with a tracking number – this way, we avoid anything getting lost along the way.

Further information on delivery and shipping can be found in our Shipping Policy.

Exchange

If you would like a different size or color, please feel free to contact us via email. We are happy to help you find the best solution.

Delivery terms for exchanges are stated in our Shipping Policy.

Refund

Once we have received your return and verified that the conditions are met, we will refund the amount to the original payment method within 7 business days. Please note that your bank or payment provider may, in some cases, take additional time to complete the transfer.

Information on payment processing can be found in our Payment Policy.

If something is wrong

If your order arrives damaged, defective, or does not match what was ordered, please contact us at support@sorentry.com with your order number and relevant pictures. We will handle the matter as quickly as possible.

Complaint handling is carried out in accordance with our Terms of Service.

When something is wrong

If your order has arrived damaged, defective, or does not match what was ordered, please contact us at support@sorentry.com with your order number and pictures. We will resolve the matter as quickly as possible.

Our Information

Website name: Sørentry

Address: Spinderweg 6, 6713 HS Ede, Netherlands
Email: support@sorentry.com
Contact form: Click here
Phone: +31 6 36409876

Customer service opening hours:
Monday – Friday: 9.00 – 18.00
Saturday and Sunday: 10.00 – 16.00

Response time: Up to 24 hours