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 returns, exchanges, and order issues.

1. General Return Requirements

To be eligible for a return or exchange, the following conditions must be met:

  • Timeframe: Items must be returned within 14 days of the original purchase 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: Returns and exchanges must be processed at the specific retail location where the original purchase was made.

2. Final Sale Items

The following items are non-refundable and cannot be exchanged:

  • All discounted or "Sale" products (including wholesale and event orders)

  • Gift Cards.

  • Products opened or consumed (including returns based on taste preference).

3. 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).

4. 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 shipped orders, refunds will only be issued once the product is received at our warehouse and inspected to ensure it is in good condition.

  • 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.

5. 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.

6. 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 with photos of the damage. 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.