Returns & Refunds Policy

Not Quite Right? We'll Help Make It Right.

Last Updated: 15 October 2026

At SORAA, we want every snack break to be a good one.

We take care in preparing, packing, and shipping our premium nuts, seeds, trail mixes, date bites, and flavoured snacks.

If something goes wrong with your order, we're here to help.

This policy applies to eligible purchases made through www.eatsoraa.com.

1. Food Product Return Policy

Because SORAA sells food and consumable products, we generally do not accept returns or exchanges for:

• Change of mind after delivery.

• Personal taste or flavour preferences.

• Products ordered by mistake where no other return right applies.

• Products that have been consumed or improperly stored after delivery.

This does not affect your rights to remedies for defective, damaged, incorrect, expired, or otherwise non-compliant products under applicable consumer protection laws.

2. When Are Refunds or Replacements Available?

You may be eligible for a refund, replacement, or other appropriate resolution if:

• You receive the wrong product.

• Your order arrives damaged or leaking.

• You receive expired products.

• The product packaging is opened or tampered with.

• One or more items are missing.

• There is another verified product quality or fulfilment issue.

Each request will be reviewed based on the circumstances and applicable consumer rights.

3. How to Raise a Return or Refund Request

If you notice an issue with your order, follow these steps:

Step 1: Email We@eatsoraa.com.

Step 2: Mention your order number and registered contact details.

Step 3: Explain the issue clearly.

Step 4: Attach photographs or videos of the product, packaging, and shipping label where available.

Step 5: Our customer support team will review your request and guide you through the next steps.

For visible damage, leakage, missing items, or incorrect products, we request that you contact us within 24 hours of delivery to help us investigate quickly.

Requests made later will still be considered where required by applicable law.

4. Refund Eligibility & Review

Once we receive your complaint, we may verify your order details and review any supporting information.

Where appropriate, we may coordinate with our delivery or fulfilment partners.

If your claim is eligible, we will offer a refund, replacement, or another suitable resolution in accordance with our policies and applicable law.

We may request additional information reasonably necessary to verify the issue.

5. Refund Processing

Approved refunds will ordinarily be initiated through the original payment method, where supported.

The time taken for the refunded amount to appear in your account may depend on the bank, payment provider, and payment method.

If a different refund method is necessary, we will communicate the available options.

Any applicable refund timeline communicated by our support team will remain subject to mandatory legal requirements.

6. Replacement of Products

Where a replacement is approved, we will arrange shipment of the eligible replacement product subject to stock availability and delivery serviceability.

If the original product is unavailable, we may offer an appropriate alternative or refund, subject to your agreement and applicable law.

7. Order Cancellations

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

Cancellation requests are subject to the order's processing and dispatch status.

Orders that have already been shipped may not be eligible for cancellation, except where applicable law or our policies provide otherwise.

Approved prepaid-order cancellation refunds will be processed according to the applicable refund procedure.

8. Lost or Undelivered Orders

If your order is lost during shipping or cannot be delivered due to circumstances not attributable to you, please contact our customer support team.

We will investigate with the relevant courier partner and provide an appropriate resolution based on the circumstances and applicable law.

9. Contact Us

Something not right with your snack order?

We're here to help!

Email: We@eatsoraa.com

Website: www.eatsoraa.com

Instagram: @eat_soraa

Please include your order number and supporting photographs where available.

SORAA — Grab. Snack. Go.

Good snacks. Good service. Good vibes.