Refund policy

Last updated: January 10, 2026

This Return & Refund Policy applies to purchases made from MySorra by customers in Malaysia and the United States 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 their 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 for a return or refund.

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

Exchanges

Exchanges are accepted, subject to product availability. If the requested replacement item is unavailable, a refund will be issued 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 received after this period may not be eligible for approval.

  • Return window: 35 days from the delivery date.

Return Method and Process

All returns and exchanges must be completed by mail.

To initiate a return or exchange, customers should contact our customer support team at info@mysorra.com. Once the request has been reviewed and approved, a prepaid return shipping label will be provided for download and printing.

  • Return method: Mail only.
  • Return label: Provided after approval.
  • Customer responsibility: Download and print the provided label.

Return Shipping Costs

We provide free return shipping for all approved returns in Malaysia and the United States. The cost of the return shipping label is fully covered by MySorra.

  • Return shipping cost: No charge for approved returns.

Restocking Fees

We do not charge any restocking fees. Eligible returns will be refunded for the full purchase price.

  • Restocking fee: None.

Refunds

Refunds are processed within 14 days after the returned item has been received and inspected. Approved refunds will be issued to the original payment method used for the purchase, and a confirmation email will be sent once the refund has been completed.

All refunds are issued in USD (United States Dollar). If payment was made in another currency, your bank or payment provider may apply exchange rates or currency conversion fees, which are outside of our control.

  • Refund processing time: Within 14 days after inspection.
  • Refund method: Original payment method.
  • Confirmation: Refund confirmation email provided.
  • Refund currency: USD (United States Dollar).

Need Help?

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

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 (GMT+8)

We aim to respond to all inquiries within 24 business hours.