Refund policy

Read our full return policy below so you know exactly what to expect.

30-Day Free Trial

If you are not completely satisfied with your purchase, you may return it within 30 days of your delivery date. No hassle, no pressure.

Important Notice - Personal Hygiene Product

SORA pillows are personal hygiene products. Once opened and used, they cannot be resold or reused by another person. For this reason, all returns are subject to a handling fee of 25% of the original order value. This fee covers return logistics and the inability to restock used items. All returned items are destroyed upon receipt in accordance with personal hygiene regulations.

Return Eligibility

Is your return eligible?

To be eligible for a return, your item must meet all of the following conditions:

  • The return is initiated within 30 days of your delivery date
  • The product is returned in its original condition - no visible damage, stains, tears, or signs of misuse
  • The product is returned in its original packaging
  • A return authorisation (RMA) has been issued by our team before shipping

Returns sent without prior approval will not be accepted.

Return Process

How to start a return

  1. Email info@soracares.com with your order number, reason for return, and photos of the product and packaging
  2. Our team will review your request within 2 business days
  3. If approved, we will issue an RMA number and return instructions
  4. Ship the item to the address below within 7 days of receiving the RMA

Return Shipping Address

BUDWING
Estrada da Barrosa
Tabua, Coimbra
3420-303 Tabua
Portugal

Please write your RMA number clearly on the outside of the package.

Return shipping costs are the responsibility of the customer.

Refund Options

Choose how you want your refund

Once we receive your return and verify the product is in its original condition, we will process your refund within 7 business days. You may choose between:

Recommended

100% Store Credit

No deductions. Full value valid on any future SORA order.

Original Payment Method

Full Refund minus 25%

A 25% handling fee is deducted to cover return logistics and personal hygiene costs.

We will notify you by email once your refund has been processed.

Damaged or Defective Items

Received a damaged item?

Please inspect your order as soon as it arrives. If you receive a damaged or defective item, contact us within 48 hours of delivery at info@soracares.com with:

  • Your order number
  • Clear photos of the damage
  • A photo of the product label and packaging

If a manufacturing defect is confirmed, we will cover return shipping and send a replacement or issue a full refund at no charge. Replacement shipping is free to all markets worldwide.

Please note

If you do not contact us within 48 hours of delivery, we cannot be held responsible for damage claims.

Non-Returnable Items

We cannot accept returns for:

  • Items showing signs of damage, staining, or misuse
  • Items returned without original packaging
  • Items returned without a valid RMA number
  • Items returned after the 30-day window

Still have questions?

We reply within 2 business days. Always a real person.

info@soracares.com