Refund policy
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at hello@sorreno.com. Please note that returns will need to be sent to the following address: [INSERT RETURN ADDRESS]
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at hello@sorreno.com.
Intimate Products
Due to the intimate nature of some of our products and for hygiene reasons, we do not accept returns or offer refunds for items that have been opened, used, or are no longer in their original sealed packaging.
However, we understand that issues can occasionally arise. If your item is:
-
Defective or damaged on arrival,
-
Missing parts,
-
Not functioning as described,
please contact our support team within 7 days of delivery with your order number and clear photo/video evidence. We will be happy to arrange a free replacement or a full refund.
All requests must be submitted before using the product. Used items cannot be returned under any circumstances unless legally required.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
110% Guarantee
We’re confident the SuperNova™ system can help you take full control over your performance. That’s why we offer a 110% Money-Back Guarantee — if you follow the program exactly and don’t notice any improvement in your PE or ED, we’ll refund 110% of your purchase price.
To qualify, the following conditions must be met:
-
Program Compliance
You must follow the official SuperNova 6-Week Training Program exactly as outlined in the digital guide provided with your order. -
Program Start Date
The program must begin within 7 days of receiving your SuperNova device. Delayed starts will void the guarantee. -
Weekly Progress Submission
You must email your weekly results to hello@sorreno.com by 11:59 PM every Sunday (your local time). Missed or late submissions will disqualify eligibility. -
Product Usage Requirements
You must use SuperNova Lube™ exclusively during all sessions throughout the 6-week protocol. -
Duration
The guarantee only applies if you complete all 6 consecutive weeks of the program without interruption. -
Claim Deadline
Guarantee claims must be submitted within 5 days of completing the program. Late claims will not be accepted. -
One-Time Use
This guarantee is limited to one claim per customer and per household. -
Right to Modify or Remove
This guarantee may be revoked, modified, or discontinued at any time without prior notice. Non-compliance, abuse, or dishonest reporting will result in disqualification.
To initiate your claim, email hello@sorreno.com with your full name, order number, and all six weekly reports.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at hello@sorreno.com.