Refund, Return, & Shipping Policy

Effective Date:  from 01/01/2024

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At SORUDO, we are committed to providing high-quality products and services. However, we understand that there may be occasions when you need to request a refund or return a product. This policy outlines the conditions under which refunds and returns are accepted, as well as information about our shipping processes. By making a purchase on our website, you agree to the terms outlined below.

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1. Refund Policy

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Merchandise Refunds

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We offer refunds for merchandise only in the event that the product arrives damaged or defective. If you believe your item is eligible for a refund, please adhere to the following conditions:

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• You must contact us within 14 days of receiving the product to initiate a refund request.

• The product must remain in its original packaging and in an unused condition.

• You must provide photographic evidence of the damage or defect.

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Refunds are issued only for the cost of the damaged product. Shipping costs are non-refundable unless the return is due to our error (e.g., the wrong product was shipped).

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Online Course Refunds

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We strive to ensure the quality of our online courses. If, for any reason, you are unsatisfied with a course, we offer a 100% money-back guarantee under the following conditions:

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• You must contact us to request a refund before watching more than 20% of the course material. Once more than 20% of the course has been accessed, refunds will no longer be available.

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If these conditions are met, a full refund will be processed for the cost of the course.

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2. Return Policy

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We accept returns for physical products under the following conditions:

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• Eligibility for Return: Products must be returned in their original packaging and must be unused.

• Return Timeframe: You must initiate a return request within 14 days of receiving the product.

• Shipping Costs: The customer is responsible for covering the shipping costs associated with the return. Shipping costs are non-refundable unless the return is due to an error on our part (such as sending the wrong item).

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How to Initiate a Return or Refund Request

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To initiate a refund or return, please follow these steps:

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1. Contact Us: Send a message through the chat function on our website at sorudo.com within the specified refund or return period (14 days for products, as noted above).

2. Provide Necessary Information: For damaged merchandise, please include photographic evidence of the damage. For online courses, please provide your order details and confirmation that you have accessed no more than 20% of the course.

3. Follow Return Instructions: Once your return request is approved, we will provide you with instructions for sending the product back.

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Once we receive and inspect the returned item, we will process the refund within 10 business days. You will be notified via email once the refund has been issued. Please note that refunds may take several days to appear on your original payment method, depending on your bank or payment provider.

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3. Shipping Policy

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We aim to deliver your order in a timely manner, but shipping times and costs may vary depending on your location. Below are the details regarding our shipping processes:

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Shipping Times

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• Domestic Shipping: Orders within Europe, US and Canada typically take between 3 to 7 business days to arrive.

• International Shipping: International orders may take anywhere from 4 to 15 business days, depending on the destination country and local postal services.

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Please note that these delivery times are estimates, and delays may occur due to external factors such as customs clearance or postal delays.

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Shipping Costs

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Shipping costs vary depending on the delivery destination and the weight of the package. Shipping costs are calculated at checkout, and you will be provided with an estimate before completing your purchase. Here are some general guidelines:

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• Domestic and international shipping: Costs may range from €0, depending on the item and delivery location.

Free shipping offers, if applicable, will be displayed during checkout.

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Order Tracking

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Once your order has been shipped, you will receive a shipping confirmation email with a tracking number from our shipping partner. You can use this number to monitor the status of your delivery through the shipping carrier’s website. If you don’t receive the tracking information within 7 days of your order, please contact us!

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Customs and Import Duties

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For international orders, customs duties and taxes may apply, depending on the laws of your country. These fees are not included in our shipping costs and are the responsibility of the customer. We recommend checking with your local customs office for further information on potential fees before placing an order.

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4. Contact Information

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If you have any questions or concerns regarding our Refund, Return, and Shipping Policy, or if you need assistance with a return or refund request, please contact our customer support team via the chat function on our website or at:

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• Email: levente.zacsko@sorudo.cz

• Address: Československé armády 383/5, 500 03 Hradec Králové

• Phone: +420 777 204 836

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We are committed to resolving any issues promptly and ensuring that you are fully satisfied with your purchase.