Refund policy

Returns & Refunds Policy

At Sobr Market, we strive to provide the best experience possible. If you are not entirely satisfied with your purchase, we’re here to help. Please review our policy below regarding our satisfaction guarantee, returns, exchanges, and order issues.

1. The Søbr Market 100% Satisfaction & Taste Guarantee

We want you to explore the world of non-alcoholic craft beverages with complete peace of mind. That is why we proudly stand behind The Søbr Market Guarantee:

  • Taste With Confidence: Try any product risk-free. If you aren't completely happy for any reason—including the taste—we will make it right.

  • Your Choice of Remedy: Choose between a full refund, a replacement, or store credit.

  • No Ticking Clock: There is no strict deadline or ticking clock to submit a taste guarantee claim.

  • No Physical Return Needed for Tasted Drinks: If you have opened and sampled a product and dislike the taste, you do not need to ship the opened container back to our warehouse. Simply reach out with your order number and product feedback to receive your refund, replacement, or store credit. Physical returns only apply to unopened merchandise under Section 2 below.

  • Easy Claim Process: Simply use the claim link provided in your post-order emails or email us directly at orders@thesobrmarket.com with your order details.

  • Exclusions: Select limited-production or special reserve releases may be excluded (any exclusions are clearly noted directly on the specific product page), as well as gift cards and final clearance items.

2. Standard Return Requirements for Unopened Items

For unopened, unconsumed merchandise that you simply wish to return or exchange:

  • Timeframe: Items must be returned within 14 days of purchase or delivery date.

  • Proof of Purchase: A valid receipt or order number is required for all transactions.

  • Condition: Products must be unopened, unused, and in their original packaging and condition.

  • Location: In-store purchases should be returned or exchanged at the specific retail bottle shop where the original purchase was made.

3. Final Sale Items

The following items are non-refundable and cannot be exchanged under standard return procedures:

  • All clearance or final sale marked products.

  • Gift Cards.

  • Wholesale, corporate, or special event bulk orders.

  • Products opened or consumed that are explicitly marked on their product page as excluded from The Søbr Market Guarantee.

4. Refunds & Store Credit

  • Method of Refund: Refunds are typically issued to the original method of payment if the General Return Requirements are met.

  • Gift Card Purchases: Any purchase made using a gift card will be refunded as store credit only.

  • Processing Time: Once a return is approved, please allow 10–14 business days for the refund to appear on your statement (if refunded to original payment method).

5. Shipping & Online Orders

  • Return Shipping: Customers are responsible for all return shipping costs. Shipping fees from the original order are non-refundable.

  • Warehouse Returns: For standard returns of unopened items under Section 2, refunds will be issued once the product is received at our warehouse and inspected to ensure it is in good condition. (Opened products claimed under The Søbr Market Taste Guarantee do not require return shipping; see Section 1).

  • Cancellations: Orders can only be canceled if they have not yet been processed for shipping or picked up in-store. Once an order is in transit, it must be treated as a standard return.

6. Pickup Orders

  • Incorrect Location: If a pickup order is placed at the incorrect store location, we will cancel the original order and issue a store credit. This allows you to place a new order at the correct location immediately.

7. Damaged, Missing, or Incorrect Items

We take great care in packing your orders, but we understand accidents happen during transit.

  • Damaged Items: Please inspect your order upon delivery. If items are damaged, email orders@thesobrmarket.com within 7 days to report the issue. To help us process your claim, you must include photos of:

    • The unopened box (if there are visible signs of damage to the exterior)

    • The inside of the box

    • The internal packaging materials

    • All affected products

Once we receive and review your photos, we will provide a replacement or store credit.

  • Incorrect/Missing Items: If you received the wrong item or are missing a product, please contact us immediately so we can correct the error at no additional cost to you.

  • Route Shipping Protection: To ensure your order is protected against loss, damage, or theft, we offer optional shipping insurance through Route at checkout. Please note that by opting out of this coverage, the customer assumes full responsibility for the shipment. Sobr Market is released from all liability for packages that are lost, stolen, or damaged in transit if Route Shipping Protection is unselected. While we will make every effort to assist you in locating a shipment or communicating with the carrier, we cannot guarantee replacements or refunds for uninsured orders.