Returns & Refunds

Snack issue? We'll sort it.

At SORAA, we want every snack box to reach you fresh, sealed, and ready to enjoy.

Because our products are food items, we do not accept returns once delivered, except in genuine cases like damage, leakage, wrong product, missing item, or tampered packaging.

When Can You Raise a Request?

You can contact us if:

  • You received a damaged product
  • The package was opened or tampered with
  • You received the wrong product
  • An item was missing from your order
  • The product had a genuine quality issue

Please raise the request within 24 hours of delivery.

What We Need From You

To help us check faster, please share:

  • Order number
  • Clear photos of the package
  • Clear photos of the product
  • Unboxing video, if available
  • Short description of the issue

Returns

Since SORAA products are consumable food items, returns are generally not accepted once the product has been delivered.

If our team approves a return in a genuine case, the product must be unused, unopened, and in original packaging.

Refunds / Replacements

Once your request is reviewed, we may offer:

  • Replacement
  • Refund
  • Store credit
  • Partial refund, where applicable

The final decision will depend on the issue and product condition.

When Refunds May Not Be Accepted

Refunds or replacements may not be accepted if:

  • The request is raised after 24 hours
  • The product has been opened or consumed
  • Photos/videos are not shared
  • The wrong address or phone number was provided
  • Delivery failed because the customer was unavailable
  • The issue is due to personal taste preference

Refund Timeline

Once approved, refunds will be processed to the original payment method or as store credit, depending on the case.

Refund timelines may vary based on the payment partner or bank.

Cancellations

Orders can be cancelled only before they are packed or dispatched.

Once an order is shipped, cancellation may not be possible.

Contact Us

For returns, refunds, or product issues, contact us at:

Email: hello@soraafood.com
Website: www.soraafood.com
Instagram: @eatsoraa

Please mention your order number so we can help you faster.