Refund policy

RETURN AND REFUND POLICY

Thank you for shopping at Sora Home Care (operated by A.S DIVINY & N HARPER & B.C RUNNALLS). We want you to love your home organization products, including our drawer dividers, wardrobe storage bags, and under-bed storage boxes.

Our policy complies with the Australian Consumer Law (ACL) to ensure a fair and transparent experience for all our customers.

1. Australian Consumer Law Guarantee

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

2. Change of Mind Returns

We understand that sometimes an item may not fit your space or match your expectations. We offer a 30-day Change of Mind return policy under the following conditions:

  • Timeframe: You must initiate your return request within 30 days of receiving your item.

  • Condition: Items must be unused, unwashed, in their original condition, and returned with all original packaging, tags, and accessories intact.

  • Return Shipping: For change of mind returns, customers are responsible for covering all return shipping costs. Shipping costs from the original order are non-refundable.

Note: Items that show signs of wear, assembly, or use will not be eligible for a change of mind refund.

3. Damaged, Defective, or Incorrect Items

If your item arrives damaged during transit, has a manufacturing defect (e.g., broken zippers, cracked dividers), or if you received the incorrect item:

  1. Notify Us Promptly: Contact us at [email protected] within 7 days of delivery.

  2. Provide Details: Include your order number, a brief explanation of the issue, and clear photos or videos showing the defect or damage.

  3. Resolution: Once verified, we will arrange a replacement, repair, or full refund (including standard shipping costs) at no additional charge to you.

4. How to Initiate a Return

To request a return, please follow these steps:

  1. Email our support team at [email protected] with your order number and the item(s) you wish to return.

  2. Once your return request is approved, we will provide you with the return authorization and shipping instructions.

  3. Pack the item securely in its original packaging and post it to our physical address:

    Sora Home Care

    45 Haley St

    Diamond Creek VIC 3089

    Australia

Please do not send items back to us without contacting our customer support team first, as unauthorized returns may not be accepted.

5. Refund Process

  • Inspection: Once we receive and inspect your returned package, we will notify you via email regarding the approval or rejection of your refund.

  • Processing: Approved refunds will be processed back to your original payment method within 5 to 10 business days.

  • Late or Missing Refunds: If you have not received your refund after 10 business days of approval, please check your bank account or contact your credit card issuer, as processing times may vary between institutions. If you still need help, reach out to us at [email protected].

6. Contact Information

If you have any questions or require further assistance regarding our Return and Refund Policy, please contact us: