Refund and Returns Policy

Last updated July 29, 2026

Refunds

At Soraya Essentials, the health and safety of our customers is our highest priority.

Due to the personal nature of our products, we are unable to accept returns or provide refunds for any opened or used balms. This policy helps ensure the hygiene, safety, and quality of every product we supply.

We also do not accept returns or exchanges for change of mind, incorrect purchases, or if you simply decide you no longer want the product.

If your order arrives damaged, defective, incorrect, or is not of acceptable quality, please contact us within 7 days of receiving your order. We will assess your claim and, where required under Australian Consumer Law, provide an appropriate remedy, which may include a replacement, repair, or refund.

To assist us with your claim, please include:

  • Your order number.
  • A description of the issue.
  • Clear photographs of the product and packaging, where applicable.

Please do not dispose of the product until we have reviewed your claim, as we may request additional information.

For all refund or warranty enquiries, please contact us at info@sorayaessentials.com

This policy is in addition to your rights under the Australian Consumer Law, which cannot be excluded or limited.

 

 

Exchanges

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at info@sorayaessentials.com and we will provide you with a return label.

 

Shipping returns

To return your product, email us and we will provide you with a return label.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Need help?

Contact us at info@sorayaessentials.com for questions related to refunds and returns.