At SO RAIN (https://sorain.ae/), we take pride in creating personalized framed articles made uniquely for each customer. Because every product is custom written, designed, and printed specifically for the person being celebrated, our refund and replacement guidelines follow the standards of personalized goods and protect both the customer experience and the integrity of the creative process.
Custom Article Review and Production Window
After you place your order, we send the completed article to you for review. You have a twenty-four-hour (24 hours) window to reply with approval or corrections. We make reasonable efforts to reach you during this time using the contact information provided at checkout. If we do not receive a response within these twenty-four hours (24 hours), we proceed with printing, framing, and production exactly as written. Orders that move into production due to lack of response are not eligible for refunds or replacements, as the product is created based on the information originally provided by the buyer.
Eligibility for Refunds and Replacements
Because each article is a personalized, made-to-order product, most purchases are not eligible for refunds or returns. The only exceptions are cases where the item arrives damaged, defective, or incorrect due to an error on our part or an issue occurring during shipping.
If your product arrives damaged or defective, you must contact us within three days of receiving the package. We may request photographs of the damage or defect to verify the issue. Once confirmed, we will issue a replacement at no additional cost or offer a refund when appropriate. If the frame arrives damaged in transit, a replacement will be sent.
If the frame or product is damaged after delivery due to improper handling, accidental drops, attempts to hang the frame, or any user-caused incident, the order is not eligible for refund or replacement. Responsibility for post delivery handling rests solely with the recipient.
Incorrect Information Provided by the Buyer
We rely entirely on the information you submit during the order process. If a mistake occurs because the buyer provided incorrect names, dates, facts, or descriptions and the article has already been printed, the order is not eligible for refund or replacement. Corrections can only be made before printing.
Cancellations
Cancellations are possible only if the article has not yet entered production. Once the article has been approved or the twenty-four-hour review window has passed and the item is printing or framing, the order cannot be cancelled or refunded. If you contact us immediately after ordering, we will try our best to stop production if it has not begun.
Refund Processing Times
If a refund is approved for an eligible case, please allow up to thirty business days for the amount to appear in your account. Processing times depend on your bank and payment provider. If you do not see the refund, check with your bank and your card issuer. If you still need assistance, contact us at info@sorain.ae.
Final Notes
These guidelines ensure fairness and protect the handcrafted nature of our personalized articles. If you have questions or concerns about your order, contact us anytime. We are here to help and will always work to make sure you receive a framed article you are proud to gift or display.
