Refund policy

Refund Policy
Last Updated: 09/12/26

The 60-Day Sorelle Guarantee

Love it, or your money back.

Try Sorelle for 60 days. If it's not right for you, email info@sorellewater.com and we'll refund you in full to your original payment method.

To qualify:

  • Your order was placed directly through sorellewater.com
  • Your request is made within 60 days of the delivery date shown in your tracking
  • The product is returned to us via mail — you are responsible for the cost of the return shipping label
  • One guarantee claim per customer or household address
  • Shipping address is within the United States

What you don't need: original packaging, the used filter cartridge returned, or any restocking fee — there isn't one.

Order Cancellations

You may cancel your order within 24 hours of placing it by emailing info@sorellewater.com with your order number. After 24 hours, we can't guarantee cancellation, as your order may already be processing. Once shipped, cancellation is no longer possible — but you're still covered by the 60-Day Sorelle Guarantee above.

Replacement Filters & Subscription Orders

Covered by the same 60-Day Sorelle Guarantee as everything else we sell. Email us within 60 days of delivery and we will refund you in full.

Refund Costs

Within the 60-day guarantee: no restocking fee. You cover the cost of the return shipping label; the full product price is refunded.

Damaged or incorrect orders: no cost to you (see below).

How to Start a Return

  1. Email us. Send info@sorellewater.com your order number and reason for the return. We will reply with the return address.
  2. Pack it up. No need for original packaging — just make sure the shower head itself is included.
  3. Ship it back. You are responsible for the cost of the return shipping label.

Refund Process

Once we receive your return, we'll inspect it to confirm it meets the guarantee criteria. Refunds are issued within 7 business days of receipt, to your original payment method. Original shipping charges, where applicable, are refunded with the product.

Exchanges

Want a different finish or product instead of a refund? Email info@sorellewater.com and we'll help set up an exchange.

Damaged or Incorrect Orders

If your order arrives damaged or you received the wrong item, contact us within 14 days of delivery with a photo, and we'll send a replacement at no cost. This is separate from the 60-day guarantee and doesn't count against it.

Order Not Delivered

If your order hasn't arrived within the expected delivery window, email info@sorellewater.com with your order number. We'll investigate with the carrier. If the package is confirmed lost, we'll issue a full refund or send a replacement at no additional cost to you.

Changes to This Policy

We may update this Refund Policy at any time. Changes will be reflected on this page with a revised "Last Updated" date. Continued use of our site after changes constitutes acceptance of the updated policy.

Contact Information

Store Name: Sorelle Water
Address: 1220 East Cumberland Ave, 403, Tampa, FL 33602
Email: info@sorellewater.com
Phone: +18132522577

Customer Service Hours: Monday–Friday, 9:00 AM – 5:00 PM EST

Response Time:
We aim to reply within 1–2 business days.