Effective date: September 8, 2026
This policy applies to orders delivered to addresses in the United States.
1. Standard returns
You may request a return within 14 calendar days after delivery. To qualify, the product must be unopened, unused, unaltered, hygienically resalable, and in its undamaged original packaging. Any tamper-evident or hygiene seal must remain intact.
To start a return, email info@sourenne.com with your order number and the item you wish to return. Wait for our return authorization and destination address before mailing anything. Do not send returns to the address printed on the parcel or to a fulfillment facility unless we specifically instruct you to do so.
2. 90-Day Money-Back Guarantee
Products expressly advertised with SOURENNE's 90-Day Money-Back Guarantee are covered by the separate guarantee terms. For an eligible first purchase, use the product as directed, finish the jar through normal use, and request the guarantee within 90 calendar days after delivery. Include your order number, a photograph of the empty jar, and a short description of your experience.
The guarantee is limited to one refund per eligible product and household and does not cover misuse, intentional damage, use contrary to directions or warnings, bulk or resale purchases, or repeated claims. Email info@sourenne.com before sending anything. This commercial guarantee is additional to, and does not limit, any non-waivable rights under applicable law.
3. Non-returnable items
Unless an advertised 90-Day Money-Back Guarantee applies, we cannot accept returns of:
- opened, used, tested, altered, or partly consumed cosmetic and personal-care products;
- products with a removed or damaged hygiene or tamper-evident seal;
- gift cards after redemption;
- personalized products; or
- items clearly marked “Final Sale” before purchase.
These exclusions do not apply to valid claims involving defective, damaged, unsafe, or incorrectly supplied products.
4. Damaged, defective, unsafe, or incorrect items
Please inspect your order promptly. If an item arrives damaged, defective, appears unsafe, or is not what you ordered, email info@sourenne.com as soon as reasonably possible. Include your order number, a short description, and clear photographs of the parcel, shipping label, product, and lot or batch code where available.
After review, we will provide an appropriate remedy, which may include replacement, refund, price adjustment, or another remedy required by applicable law. A request for prompt notice does not waive rights that cannot legally be waived.
5. Return shipping
For a standard preference-based return, you are responsible for return shipping costs and the parcel until it reaches the authorized return destination. We recommend a trackable service and keeping the receipt. We do not accept cash-on-delivery or postage-due returns.
For a confirmed defective, damaged, unsafe, or incorrect item, we will provide instructions and cover reasonable return shipping where a return is required.
6. Refund timing and method
Once the authorized return arrives, we inspect it and notify you of the result. Approved refunds are issued to the original payment method, normally within 10 business days after approval. Your bank or card issuer may need additional time to post the credit.
For preference-based returns, original shipping and express charges are not refundable. If the entire order is refunded because of our error, damage, or defect, we will also refund shipping amounts where required by applicable law.
7. Cancellations and address changes
Email us immediately if you need to cancel or change an order. We can only do so before the order enters fulfillment. Because processing is automated, changes and cancellations cannot be guaranteed. Once shipped, the applicable return rules apply.