Refund policy

Last updated: January 19, 2026

At Soraveux, we take great care in delivering high-quality dinnerware to our customers. As our products include fragile items such as bowls, plates, ladles, and serving platters, we have established the following Return & Refund Policy to ensure fairness, clarity, and a smooth resolution process in the rare event of an issue.

1. Product Handling & Packaging

All Soraveux products are carefully inspected and securely packed with protective materials before shipment to minimize the risk of damage during transit. However, due to the fragile nature of dinnerware items, damage may occasionally occur during delivery.

2. Damaged or Broken Items (Priority Resolution)

If you receive an item that is broken, cracked, or damaged upon arrival, please follow the steps below so we can assist you promptly:

What to Do

  • Record a clear, continuous video while opening the parcel, starting from the unopened package and showing the damaged item.
  • Contact us within 48 hours of delivery with:
    • Your order number
    • The unboxing video
    • Clear photos of the damaged item (if available)

Resolution

Once verified, we will ship a replacement item at no additional cost.
Customers will not be required to return broken or damaged items unless specifically requested.

3. Eligibility for Returns (Non-Damaged Items)

Returns or exchanges for non-defective items are accepted under the following conditions:

  • The return request is submitted within 30 days from the date of delivery
  • Items must be unused, unwashed, and in original condition
  • Original packaging, accessories, and labels must be intact

Items showing signs of use, wear, or damage after delivery may not be eligible for return approval.

4. Return Method & Shipping

  • All approved returns are processed by mail only
  • Once approved, we will provide a return shipping label
  • The return label must be printed and securely attached to the parcel

5. Return Shipping Costs

  • Free return shipping applies to:
    • Damaged or defective items
    • Approved exchanges

For approved non-defective returns, return shipping is also provided at no cost.

6. Restocking Fees

Soraveux does not charge any restocking fees.
No percentage or fixed deductions will be applied to eligible returns.

7. Refund Processing Time

  • Returned items are inspected upon receipt
  • Approved refunds are processed within 16 business days
  • Refunds are issued to the original payment method
  • A confirmation email will be sent once the refund is completed

8. Currency & Exchange Rates

All transactions, including refunds, are processed in Malaysian Ringgit (MYR).
If your payment was made in another currency, your bank or payment provider may apply exchange rates or conversion fees. These charges are outside of Soraveux’s control.

9. Contact & Support

If you have any questions or need assistance with a return, replacement, or refund, please contact us:

Need Help?

If you have questions regarding returns, exchanges, or refunds, our customer support team is ready to assist you.

Store Name: Soraveux

Email: info@soraveux.com

Contact Number: +601151809891

Address: 37, Jln 1/116B, Kuchai Entrepreneurs Park, 58200 Kuala Lumpur, Wilayah Persekutuan Kuala Lumpur, Malaysia

Customer Support Availability: Monday to Friday, 10:00 AM to 7:00 PM (GMT +8)

Contact Form: https://soraveux.com/pages/contact