Refund Policy

Refund Policy

At Sorelvina, we want every dog toy you purchase to bring more fun, activity, and happy moments to you and your dog. We understand that every dog has different play habits, sizes, and preferences. If your order does not fully meet your expectations, we are committed to making the return process as simple and convenient as possible.

1. Our 30-Day Return Period

From the date you receive your order, you have 30 days to request a return.

  • Return Conditions: Returned items must be in brand-new, unused, and resalable condition, including the original packaging, accessories, instructions, and any included materials.

  • Product Condition Notice: Dog toys that show signs of chewing, biting, scratching, excessive wear, damage, contamination, or modification may not be eligible for return.

  • Before Use: We recommend carefully checking the size, design, and condition of the toy before allowing your dog to use it.

2. Damages & Order Issues

While we carefully inspect orders and use protective packaging, unexpected issues may occasionally occur during shipping.

  • Immediate Inspection: Please inspect your order as soon as it arrives.

  • Rapid Resolution: If your product arrives damaged, defective, incomplete, or you receive the wrong item, please take clear photos and contact us at service@sorelvina.com within 48 hours of delivery.

  • Once the issue has been reviewed, we will provide an appropriate solution, which may include a replacement, refund, or other resolution depending on the circumstances.

3. How to Initiate a Return

  1. Contact Us: Email service@sorelvina.com with your order number, the item you wish to return, and the reason for the return.

  2. Get Authorization: Our customer support team will review your request and provide return instructions if your return is eligible.

  3. Ship the Item: Please package the product securely to help prevent damage during return transportation.

  4. Return Shipping Costs: For returns that are not related to product defects, shipping damage, or incorrect items, return shipping costs may be the responsibility of the customer.

Please do not send products back without first contacting our customer support team and receiving return instructions.

4. Processing Your Refund

Once we receive and inspect your returned item, we will notify you of the status of your refund.

If approved, the refund will generally be processed within 3–5 business days.

  • Refunds will normally be issued to the original payment method used for the purchase.

  • Your bank, card issuer, or payment provider may require an additional 5–10 business days to process the transaction and display the refund on your account.

  • Original shipping charges may be non-refundable for non-quality-related returns unless otherwise required by applicable law.

5. Non-Returnable Items

Certain products may not be eligible for return, including:

  • Used Dog Toys: Products that have been chewed, bitten, scratched, damaged, heavily used, or contaminated after delivery.

  • Customized Products: Personalized or customized products, unless they arrive defective, damaged, or incorrect.

  • Gift Cards: Gift cards are non-refundable.

  • Final Sale Items: Products clearly marked as final sale or non-returnable at the time of purchase, where permitted by applicable law.

These restrictions do not affect any consumer rights that cannot legally be excluded.

6. Exchanges

If you need a different product or replacement, please contact us at service@sorelvina.com.

For defective, damaged, or incorrect products, we will review your request and provide an appropriate replacement or other solution where applicable.

For preference-based exchanges, such as choosing a different toy or size, additional shipping charges may apply.

7. Order Cancellations

If you need to cancel or modify an order, please contact us as soon as possible.

We will make reasonable efforts to accommodate your request before the order is processed or shipped. Once an order has entered fulfillment or has been dispatched, cancellation may no longer be possible.

Have a Question?

Our goal is to make your Sorelvina shopping experience simple, reliable, and enjoyable.

If you have any questions regarding returns, exchanges, damaged products, or refunds, please contact us:

Email: service@sorelvina.com

Sorelvina is an online pet products retail store operated by Beijing Liangyan Shengke Technology Co., Ltd.

Legal Entity: Beijing Liangyan Shengke Technology Co., Ltd.
Registered Address: Room 101, Building 3, No. 54 Qingchun Road, Huairou District, Beijing, China
Email: service@sorelvina.com

Sorelvina — Standing behind our products and every happy playtime.