Refund policy

Last updated: January 10, 2026

This Return & Refund Policy applies to purchases made from MySorra and is governed by the laws of Malaysia. It is designed to provide customers with a clear and transparent understanding of our return, exchange, and refund procedures.

Returns and Eligibility

We accept returns for both defective and non-defective products. To qualify for a return or exchange, items must be new, unused, and in original condition, including all original packaging, tags, and accessories. Products that show signs of use, damage caused by misuse, or unauthorized alterations may not be eligible.

• Returns are accepted for defective and non-defective items
• Items must be unused and in original condition

Exchanges

Exchanges are accepted, subject to product availability. If the requested replacement item is unavailable, a refund will be issued instead using the original payment method.

• Exchanges are permitted when stock is available

Return Window

Customers must submit a return or exchange request within 35 days from the date the order is delivered. Requests made after this period may not be approved.

• 35 days return window from delivery date

Return Method and Process

All returns and exchanges must be completed by mail. To initiate a return or exchange, customers are required to contact our customer service team at info@mysorra.com. Once the request is reviewed and approved, a return shipping label will be provided, which must be downloaded and printed by the customer.

• Return method is by mail only
• Return label provided after approval
• Label must be downloaded and printed

Return Shipping Costs

We offer free return shipping for all approved returns. The cost of the return shipping label is fully covered by MySorra, and customers will not be charged any return-related fees.

• No cost for return shipping

Restocking Fees

We do not charge any restocking fees. All eligible returns will be refunded in full based on the original purchase price.

• No restocking fees apply

Refunds

Refunds are processed within 14 days after the returned item is received and inspected. Refunds are issued using the original payment method, and a confirmation email will be sent once the refund has been successfully processed.

All refunds are issued in MYR (Malaysian Ringgit). If your payment was made in another currency, your financial institution may apply exchange rates or additional conversion fees, which are beyond our control.

• Refunds processed within 14 days
• Refund method is the original payment method
• Confirmation email sent after processing
• Currency used is MYR

Need Help?

If you have any questions regarding returns, exchanges, or refunds, our customer support team is always available to assist you.

Email: info@mysorra.com

Address: Level 2, Moulmein Rise Shoppes, 9, Jalan Moulmein, Pulau Tikus, 10350 George Town, Pulau Pinang, Malaysia

Operating Hours: Monday to Friday, 10:00 AM – 19:00 PM (GMT+8)

Your feedback is highly valuable to us, and we aim to respond within 24 business hours.