Choosing accessories for your balcony or courtyard should come with clear after-sales information. This policy explains our return conditions, how to request assistance, and what to expect when a refund is approved.

You may request a return for an eligible item within 30 calendar days of delivery.

For a change-of-mind return, the item must be:

• Unused and in its original condition
• Free from soil, plant residue, outdoor wear, or damage caused after delivery
• Returned with its original packaging, included parts, and any applicable tags
• Identifiable through an order number, receipt, or other proof of purchase

These conditions apply to voluntary returns. They do not prevent you from reporting an item that arrived damaged, defective, incorrect, or materially different from its description.

Send your return request to: service@sorqela.com

Please include your order number, the item you wish to return, and the reason for your request. For product issues, include relevant photographs or videos where possible.

After reviewing your request:

• We will confirm eligibility and explain the next steps
• We will provide the appropriate return address and packing instructions
• We will explain whether a prepaid label will be supplied or whether you need to arrange return shipping

Return Shipping Costs:
For change-of-mind returns, including a preference for a different size, style, or color when the correct item was supplied, the customer pays the return shipping cost. If we supplied a damaged, defective, incorrect, or materially misdescribed item, we will cover the necessary return shipping costs or provide another appropriate solution at no additional cost to you.

Check your items and included components when the order arrives.

If you notice damage, missing parts, a defect, or an incorrect product, email service@sorqela.com with your order number and a description of the problem.

Where available, photographs of the item, outer packaging, and shipping label will help us investigate.

Please report delivery damage promptly, ideally within 72 hours. This recommended timeframe is not an automatic cutoff for assistance.

We will review the issue and arrange an appropriate replacement, refund, or return solution without charging you additional shipping costs for our error.

The following exclusions apply to change-of-mind returns, where relevant to the products offered:

• Custom-made or clearly personalized items
• Perishable plants, flowers, or other goods that deteriorate rapidly
• Items that have been planted in, installed, altered, or used outdoors and no longer meet the return conditions
• Gift cards, except where a refund is required by applicable law

Any product-specific return restriction will be stated before purchase. Discounted items remain eligible unless a permitted final-sale restriction was clearly disclosed before purchase.

These exclusions do not remove your rights regarding faulty, damaged, incorrect, or misdescribed goods. Original shipping charges are generally not refunded for voluntary change-of-mind returns.

To request a different item, contact us about returning your original purchase.

Once its return eligibility is confirmed, you may place a separate order for the alternative product. Availability and pricing are those displayed when the new order is placed.

For damaged or incorrect items, contact us first so we can arrange the appropriate resolution without requiring an unnecessary additional purchase.

Where EU consumer withdrawal rules apply, you may notify us that you wish to withdraw from an eligible purchase within 14 days of delivery, without giving a reason.

Email service@sorqela.com with a clear statement of your decision and enough information to identify the order. Exercising this right does not require prior return approval.

Return the goods within 14 days after notifying us. You may inspect them as you would in a shop; handling beyond what is necessary to establish their nature, characteristics, and functioning may result in a deduction for diminished value.

You bear the direct return shipping cost for a change-of-mind withdrawal, unless we have agreed to cover it. Applicable statutory exceptions, including certain personalized or rapidly perishable goods, may apply.

For a withdrawal covering the whole order, the refund includes the original standard delivery charge. Additional charges for an upgraded delivery service are not refundable beyond the cost of our least expensive standard option.

We will reimburse you without undue delay and within 14 days of receiving your withdrawal notice. We may withhold reimbursement until we receive the goods or evidence that you have sent them back, whichever occurs first.

Our voluntary 30-day return policy does not replace or restrict applicable statutory rights.

For returns under our voluntary 30-day policy, we will inspect the returned item and notify you whether the refund has been approved.

Approved refunds are issued to the original payment method within 5–10 business days after receipt and inspection of the return.

Your bank or payment provider may need additional time to display the credit. If more than 15 business days have passed since approval and the refund is still missing, contact service@sorqela.com.

If we approve a refund without requiring a return, we will confirm its amount and processing timeframe by email.

Statutory refund deadlines, including those described in Section 6, take precedence where applicable.

The correct return destination will be provided by our support team based on your order and the agreed resolution.

Our business registration address is:

Shenzhen Wangdao Culture Technology Co., Ltd.
Room 4A07C, 4th Floor, Tianxiang Building
Tian'an Cyber Park, No. 12 Tairan 5th Road
Tian'an Community, Shatou Subdistrict, Futian District
Shenzhen, Guangdong Province, China