Refund policy

At Sorbly, we want you to be completely satisfied with your purchase. If there is a problem with your order, we’re here to help.

1. Returns

You may request a return if:

You received the wrong product.
Your product arrived damaged.
Your product is defective or does not function as intended.

Please contact us as soon as possible after receiving your order at Info.sorbly@gmail.com and provide your order number, a description of the issue, and clear photos or videos where applicable.

For defective or damaged products, we may ask you to provide a short video demonstrating the issue so that we can assess the problem and assist you as quickly as possible.

2. Change of Mind

If you simply change your mind about your purchase, please contact us within 7 days of receiving your order.

The product must be unused and returned in its original condition, including its original packaging and accessories.

Where applicable, the direct cost of returning the product may be your responsibility.

Nothing in this policy limits any rights you may have under applicable South African consumer-protection law.

3. Damaged Products

Please inspect your order when it arrives.

If your Sorbly product arrives damaged, contact us as soon as reasonably possible with:

Your order number
Photos of the packaging
Photos of the damaged product
A short video showing the damage, where possible

We will assess the issue and, where appropriate, arrange a replacement or refund.

4. Defective Products

If your Sorbly purifier develops a defect or fails to function as reasonably expected, please contact us.

Depending on the circumstances, you may be entitled to a repair, replacement or refund.

This does not apply where the problem was caused by misuse, accidental damage, unauthorised modifications, incorrect installation or failure to follow the product’s instructions.

5. Incorrect Products

If you receive a product that is different from what you ordered, please contact us immediately.

We will work with you to arrange the appropriate replacement or refund.

6. Refunds

Once your return has been received and assessed, we will notify you whether your refund has been approved.

Approved refunds will be processed using the original payment method where reasonably possible.

Please allow your payment provider or bank additional processing time for the funds to appear in your account.

7. Return Shipping

If the return is due to an error on our part, such as receiving the wrong product or receiving a qualifying defective or damaged product, Sorbly will assist with the appropriate return arrangements.

For change-of-mind returns, the customer may be responsible for the direct cost of returning the product, where permitted by applicable law.

8. Items That Cannot Be Returned

We may not accept returns for products that have been:

Damaged through misuse or negligence;
Modified or repaired without our approval;
Damaged through incorrect installation or use;
Returned without required accessories where those accessories are necessary to assess the product; or
Returned in a condition that does not comply with the applicable return requirements.

This does not affect any mandatory consumer rights that cannot legally be excluded.

9. How to Request a Return

To request a return, email us at:

info.sorbly@gmail.com

Please include:

Subject: Return Request – [Order Number]

And provide:

Your full name
Order number
Reason for the return
Photos/videos where applicable
Your preferred resolution, where applicable

Our support team will review your request and provide you with the next steps.

10. Important Notice

Sorbly reserves the right to assess returned products before approving a return, replacement or refund.

This policy is intended to explain our standard return process and does not exclude, restrict or override any rights or remedies available to consumers under applicable South African law.