Returns & Refunds

Last updated: March 2026

This Returns & Refunds Policy explains how returns, refunds, and cancellations work for purchases made through our store. This policy applies in addition to, and does not limit, any mandatory consumer rights you may have under applicable law.

1. Return window (our policy)

You can return eligible items within 30 days from the date of delivery, subject to the conditions below.

2. EU/UK: your legal right to cancel (distance selling)

If you are a consumer in the EU or the UK, you have a legal right to cancel/withdraw from a distance purchase within 14 days of receiving the goods, without giving any reason. We offer 30 days under our policy, but your legal rights always apply.

To exercise this right, you may use the Model Cancellation Form included at the end of this policy, or make any other clear statement of your decision to cancel (for example via our Support form or by email).

Important: Some sealed items may be excluded from the legal right to cancel once unsealed (see "Security seal" below). This does not affect your rights if the product is faulty.

3. Return requirements (security seal / hygiene seal)

To qualify for a change-of-mind return:

the product must be unused and in original packaging, and the security seal sticker must be fully intact.

Because this is personal protective equipment and the product is sealed for health/hygiene reasons, products with broken or removed security seal stickers cannot be returned for change-of-mind returns.

This does not apply to warranty claims or statutory rights for defective products — please refer to our Warranty Policy.

4. How to start a return

All returns are handled through our Support page: https://sordin.com/pages/support

  1. Go to Support and select "Returns"
  2. Submit the form with your order number and reason for return
  3. You'll receive return instructions and a return label (if applicable)
  4. Pack the product securely (preferably in the original packaging) and send it back

Do not ship a return before receiving return instructions from our team.

5. Return shipping (free returns)

We offer free returns for eligible returns, with the following market details:

Sweden (SE): free returns for eligible returns United Kingdom (UK): free returns for eligible returns United States (US): free returns for eligible returns on orders $50+. For orders under $50, return shipping costs may apply and will be confirmed by Support before you ship.

If a returned item does not meet the return requirements (for example, used items or broken/removed security seals), we may decline the refund. In that case, we can offer to ship the item back to you at your cost.

6. Refund timing

Once your return arrives, it will be inspected (typically within 48 hours). Approved refunds are processed within 7–10 business days to the original payment method.

For EU/UK statutory cancellations, we will issue your refund within 14 days of receiving the returned goods (or receiving evidence that you have sent them back, whichever is earlier). We may withhold the refund until we have received the goods or you have supplied proof of return, whichever comes first.

Original outbound shipping costs are non-refundable unless the item was defective/incorrect, or unless local law requires otherwise. For EU/UK statutory cancellations, we will refund the original standard delivery cost (but not any express/premium shipping upgrade you may have chosen).

7. Exchanges

We don't offer direct exchanges. To exchange a product, place a new order and return the original item according to this policy.

8. Warranty and defective items

If you believe your product is defective or has developed a fault, please follow the steps in our Warranty Policy. Warranty assessments are processed separately from change-of-mind returns.

9. Your statutory rights

Depending on where you live, you may have additional rights under local consumer law. Where local law provides mandatory rights, those rights always apply. In particular:

UK customers: Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose, and as described. If your product is faulty:

Within 30 days of delivery: you have a short-term right to reject the goods and receive a full refund. After 30 days but within 6 months: you are entitled to a repair or replacement. If the repair or replacement is unsuccessful, you are entitled to a full refund. After 6 months: you are entitled to a repair or replacement, but you may need to prove that the fault was present at delivery.

EU customers: Under EU Directive 2019/771, you are entitled to a minimum 2-year legal guarantee from the date of delivery. Some EU member states provide longer guarantee periods under national law.

If the goods do not conform to the contract (for example they are faulty, not as described, or not fit for purpose), you are entitled to have them repaired or replaced free of charge. If repair or replacement is not possible, not carried out within a reasonable time, or would cause significant inconvenience, you may be entitled to a price reduction or a full refund.

During the first 12 months after delivery, any lack of conformity is presumed to have existed at the time of delivery unless the nature of the goods or the defect is incompatible with this presumption. After 12 months, you may need to demonstrate that the defect existed at or before delivery (unless your national law provides otherwise).

These statutory rights are in addition to (and are not limited by) our store return policy and warranty.

10. Model Cancellation Form

(Complete and return this form only if you wish to cancel the contract)

To: Sordin Värnamo AB, Bredastensvägen 8, 331 44 Värnamo, Sweden Support: https://sordin.com/pages/support