Refund and Returns Policy

At Sorin Shop, we make every effort to ensure that all products are fresh, properly packaged, and delivered to our customers in good condition.

Due to the nature of food products, special conditions apply to returns, refunds, and exchanges.

1. Food Products

For food safety and hygiene reasons, food products generally cannot be returned after delivery, particularly:

• Fresh and perishable food products
• Chilled and refrigerated products
• Frozen products
• Opened food products
• Products with damaged or opened packaging
• Products that have been partially consumed

Please check your order as soon as possible after delivery or collection.

2. Damaged, Incorrect or Defective Products

If you receive a product that is:

• damaged during delivery;
• defective;
• visibly spoiled or unsuitable for consumption;
• incorrectly delivered; or
• significantly different from the product you ordered,

please contact us as soon as possible after receiving your order.

Where possible, please provide:

• Your order number;
• A description of the problem;
• Photos of the product and its packaging;
• Photos of the delivery packaging if the damage appears to have occurred during transportation.

After reviewing the issue, we may offer a replacement, refund, or another appropriate solution.

3. Products with Expired or Incorrect Dates

We do not intentionally sell products past their applicable expiry or use-by date.

If you believe that a product you received has an incorrect, expired, or otherwise problematic date marking, please contact us immediately and provide photographs of the product, including the date marking and packaging.

We will investigate the matter and, where appropriate, provide a replacement or refund.

4. Incorrect Orders

If you receive a product that you did not order, please contact us before using or opening the product.

If the incorrect product was supplied due to an error on our side, we will arrange an appropriate solution, which may include replacement or refund.

5. Change of Mind

For food safety reasons, we generally do not accept returns of food products simply because the customer has changed their mind, does not like the taste, or no longer wants the product.

For non-food items, if applicable, returns may be possible in accordance with the applicable consumer protection rules.

6. Refunds

If your refund is approved, we will process the refund using the original payment method where possible.

The time required for the refund to appear in your bank account or payment account may depend on your bank, card issuer, payment service provider, or other payment intermediary.

We will notify you when the refund has been processed.

7. Sale and Promotional Products

Products purchased as part of a promotion or special offer may be subject to the same refund and complaint conditions as regular-priced products.

A promotional price does not remove the customer’s statutory rights in cases where the product is defective, damaged, incorrect, or otherwise does not conform to the order.

8. Delivery Problems

If your order arrives with visible damage, please inspect the products as soon as possible.

If products have been damaged during transportation, please contact us promptly and provide photographs of the damaged products and packaging.

For chilled and frozen products, please contact us immediately if you believe the required temperature conditions have not been maintained during delivery.

9. Order Cancellation

If you wish to cancel an order, please contact us as soon as possible after placing the order.

We will make reasonable efforts to cancel the order before it has been prepared, dispatched, or handed over for delivery.

Once an order has already been prepared or dispatched, cancellation may no longer be possible, particularly for perishable food products.

10. Proof of Purchase

To process a refund, replacement, or complaint, we may require proof of purchase, such as:

• Order number;
• Receipt;
• Payment confirmation; or
• Other information that allows us to identify the order.

11. How to Contact Us

For questions concerning refunds, returns, damaged products, incorrect orders, or other complaints, please contact Sorin Shop using the contact details provided on our website.

When contacting us, please include your order number and a short description of the issue.

Sorin Shop
Pae tn 76-78
13620 Tallinn, Estonia

Email : [email protected]

We will review each complaint individually and provide an appropriate solution in accordance with applicable Estonian and