Refund policy

Returns and Refund Policy

All our items are eligible for return within 100 days of the date of order placed on the website www.mysorio.com.
Beyond this period, we will unfortunately no longer be able to offer a refund or exchange.

Return conditions

To be eligible for a return, the item must be unused, in the same condition as when received, and in its original packaging.
If these conditions are not met, the refund may be refused or only partially granted.

How to request a return?

Simply visit this dedicated page.
You will be directed to a portal where you can submit your return request and print a return slip.
You can choose from several options:

Size exchange

10% bonus on your store credit

Refund

Our software will also help you find a drop-off point near you.

Countries eligible for returns

France

Spain

Portugal

Germany

Belgium

Luxembourg

Italy

Partial refund (if applicable)

A partial refund may be granted in certain situations, for example:

Any item that is not in its original condition

Any item that is damaged or has missing parts for reasons beyond our control

Refunds

Once the item has been returned and inspected, you will receive an email confirming receipt and informing you whether your refund request has been approved or rejected.

If your request is approved, the refund will be processed and a credit will automatically be applied to your credit card or original method of payment.
Once the refund has been entered by our department, it will appear on your account within a maximum of 7 days (depending on bank processing times).

Late or missing refunds

If you have not yet received your refund:

Contact your credit card issuer (there may be a delay before the refund appears).

Then contact your bank (processing time is sometimes required).

If, despite these steps, you still have not received anything, contact us at contact@mysorio.com.

Refunds for returned items

If you have not collected your package from the pickup point within the specified time frame, it will be automatically returned to us.
In this case, we will offer you the following options:

Reshipment at our expense

A store credit with a 10% bonus

A refund with a €4 deduction (fees applied by Chronopost for return to our warehouse)

Exchanges

Exchanges are accepted in the following cases:

Size exchange

Defective product

Product damaged during transport

Gifts

If the returned item was identified as a gift at the time of purchase and was sent directly to you, you will receive a gift credit of equal value. Once the item has been received, a gift certificate will be sent to you by mail.

If the item was not identified as a gift or if the gift purchaser received it first before giving it to you, the refund will be sent to the purchaser. The purchaser will then be notified of the return.

Return shipping costs

Customers can download a free shipping label from our dedicated section.
Product exchanges, return labels, and reshipment are free of charge.
For refunds, fees apply and are automatically deducted from the refund amount.
France = €3.95
Europe = €4.95

Outlet

Products in the “Outlet” category are neither refundable nor exchangeable.

 

For countries where we cannot provide a return label via our returns interface, the customer must organize and pay for the return themselves.
It is essential to notify us in advance by email and to include the order number and details of the request (refund or size exchange) in the package.

Return address:
SORIO
4bis chemin de l'église de Lalande
31200 Toulouse
France
+33 7 72 26 76 08
contact@mysorio.com