Refund policy

SourSell — Returns & Refunds Policy

Last updated: August 24, 2026

Your satisfaction matters to us. This policy explains how we handle lost orders, damaged items, delivery issues, and refunds. Please read it before placing an order.

Order Protection

We stand behind every order. If something goes wrong with shipping, you have options: a replacement or a refund, depending on the situation below.

1. Lost Orders

If your tracking number shows no movement and the carrier confirms your order is lost, contact us. We will send a replacement or issue a refund.

2. Damaged or Incorrect Items

If your item arrives damaged or you received the wrong product, contact us within 3 days of delivery. Include a photo or video showing the issue. We will send a replacement or issue a refund once we verify the claim.

3. Marked as Delivered, But Not Received

If tracking shows "delivered" but you did not receive your package, first contact your local post office or delivery carrier and ask them to investigate. Report the issue to us within 3 days of the delivery date. We will work with our shipping partners to resolve it.

4. Delayed Shipments

If your tracking number shows no update for 30 days, contact us. We will offer a replacement or a refund.

5. Delivery Issues Caused by Incorrect Address Information

We are not responsible for delivery delays or failures caused by an incorrect or incomplete shipping address, or a wrong phone number. Double-check your address at checkout.

If a package is returned to the shipping hub due to an address issue, we can arrange a redelivery attempt for a $10 fee. We recommend contacting the last-mile carrier directly first, as they may redeliver at no charge.

6. Force Majeure

We are not responsible for shipping delays caused by events outside our control, such as natural disasters, strikes, or extreme weather.

7. Physical Returns

We do not accept physical returns of products. All claims are resolved through replacement or refund based on the situations above, not by shipping the item back to us.

How to Request a Refund or Replacement

Contact our support team within 3 days of your delivery date (see the timeframes above). Include your order number and any required proof (photos or video for damaged/incorrect items).

We may ask for additional information to process your request. Please respond within 2 business days to avoid delays.

Processing Times

Refunds: Once approved, refunds are processed within 5–10 business days and returned to your original payment method. Your bank or payment provider may take additional time to post the funds, and any transaction fees charged by them are outside our control.

Replacements: Once approved, we begin processing your replacement within 2–5 business days, subject to stock availability. You will receive a new tracking number once it ships. The shipping method for a replacement may differ from your original order.

Redelivery After a Failed Delivery Attempt

If a delivery attempt fails because of an incorrect or incomplete address, the carrier will typically try again automatically. If that also fails and the package is returned to the shipping hub, we can arrange one more redelivery attempt for a $10 fee.

If we're notified of a failed delivery, we'll reach out for an updated address. Please respond within 3 business days so we can act before the window closes.