Refund policy

REFUND & RETURN POLICY

At SORYA, we want you to love your jewelry. Please review our return and refund policy below before placing your order.

15-Day Return Policy

We accept returns on eligible non-personalized items within 15 days of delivery.

To qualify for a return, items must be:

Unworn, unused, and in their original condition.
Returned in their original packaging.
Accompanied by proof of purchase.

To request a return, please contact support@shopsorya.com before sending your item back.

Return Address:

P.O. Box 91502
Mer Bleu PO
Ottawa, ON, Canada

Returns sent without prior authorization will not be accepted.

Custom & Personalized Orders

All custom and personalized jewelry is final sale.

Due to the personalized nature of these items, we cannot accept returns, cancellations, or exchanges for changes of mind, incorrect personalization details provided by the customer, or personal preferences.

However, custom orders that arrive damaged, defective, or incorrectly made are covered under our 30-Day Money-Back Guarantee.

30-Day Money-Back Guarantee

We stand behind the quality of our jewelry.

If your item arrives damaged, broken, or defective, please contact us within 30 days of delivery so we can review your claim.

How to Submit a Claim

Email support@shopsorya.com with your order number.
Provide clear photos showing the damage or defect.
Additional photos or a short video may be requested to verify the issue.

We encourage customers to report any damage noticed upon delivery within 7 days whenever possible.

Refunds & Replacements

Once the issue has been verified, we will offer a free replacement.

If you do not wish to receive a replacement, you may request a refund instead.

All refund requests are subject to verification. We may require the original item to be returned for inspection before processing a refund. If a return is required for a verified defective item, SORYA will cover reasonable return shipping costs.

What's Not Covered

Our voluntary guarantee does not cover:

Changes of mind or personal preferences.
Incorrect personalization information provided by the customer.
Accidental damage, misuse, or improper care after delivery.
Normal wear and tear.
Items that match the product description but do not meet personal aesthetic preferences.

All claims are reviewed individually to ensure a fair resolution.

Order Cancellations & Changes

Orders may be cancelled or modified within 12 hours of purchase, provided production has not yet begun.

Once a custom order enters production, it cannot be cancelled or modified.

Exchanges

We accept exchange requests for eligible non-personalized items within 7 days of delivery.

Items must be unworn, unused, and in their original packaging.

Custom jewelry, personalized items, and body jewelry are not eligible for voluntary exchanges.

For exchange requests, please contact support@shopsorya.com.

Non-Returnable Items

The following items are final sale and cannot be returned for a change of mind:

Custom and personalized jewelry.
Body jewelry.
Sale items.
Gift cards.

Exceptions apply where an item is defective, damaged, incorrectly fulfilled, or where required by law.

Refund Processing

Once your return or refund claim has been received and reviewed, we will notify you of its approval status.

Approved refunds will be issued to your original payment method within 10 business days.

Please allow additional time for your bank or credit card provider to process the refund.

If more than 15 business days have passed since your refund was approved, please contact support@shopsorya.com.

Lost or Delivered Packages

If your package is marked as delivered but you have not received it, please contact your local shipping carrier and check with neighbors or household members.

You may also contact us at support@shopsorya.com so we can review the situation.

Where the carrier confirms delivery to the correct address, we may offer a one-time replacement as a courtesy, subject to review.

Courtesy replacements are limited to one per order.

Incorrect Shipping Address & Returned Packages

Customers are responsible for providing accurate shipping information and collecting packages held for pickup.

If a package is returned or cannot be delivered because of an incorrect address provided at checkout or a missed pickup, additional shipping fees may apply.

We may offer to reship the order for a fee to cover the additional shipping costs.

If you notice an error in your shipping address, please contact support@shopsorya.com as soon as possible. Address changes cannot be guaranteed once an order has shipped.