SOVA Living – Return, Exchange & Refund Policy

THANK YOU FOR SHOPPING AT SOVA LIVING

At SOVA Living, your comfort is our heartbeat. To ensure every piece meets our exacting standards, each item undergoes a rigorous quality inspection by our dedicated team before it is carefully dispatched to you. If for any reason your order doesn’t bring a smile to your face, we’re here to listen, care, and make it right—because every home deserves a little extra love.

1. 15-Day Return & Exchange Window

We offer a 15-day return and exchange policy, which means you have 15 days after receiving your item to request a return or exchange.

• Returns / Exchanges for Buyer’s Reasons: If initiated due to factors beyond the seller’s responsibility (such as change of mind or personal preferences regarding size, colour, or style), the customer is responsible for return shipping costs.

• Initial Shipping Fees: Original shipping costs are non-refundable once the order has been dispatched.

2. How to Start a Return or Exchange

To ensure a smooth process, all returns and exchanges are handled exclusively via email:

• Email: support@sovaliving.co.uk

• Information Needed in Your Email:

  1. Your Order Number.

  2. Reason for Return.

  3. For Exchanges: Please clearly state the Reason for Exchange AND the New Item/Size/Colour you wish to receive.

• Our Commitment: We generally respond within 24 hours (guaranteed within 48 hours).

• Instructions & Authorisation: Once approved, we will provide the correct return address and instructions. Please note: We DO NOT accept or process any returns or exchanges that have not been pre-approved by our team. Items sent back without prior authorisation will not be eligible for a refund or exchange.

• ⚠️ Warning: Please DO NOT send items back to the address on the original shipping label.

• ⚠️ Shipping Method: Please use a tracked and insured shipping method; we are not responsible for lost, stolen, or undelivered parcels. Once shipped, please email us the tracking number so we can monitor the arrival of your return.

3. Refund Options & Processing

Once your returned item has been received and approved after inspection:

• Refund Options:

  • Store Credit (100% value).

  • Original Payment Method: Refunded to your original account, minus a 6% + £0.30 transaction fee. (Please note: This fee is charged and retained by third-party payment processors like PayPal or credit card companies, and is non-refundable to us).

• Processing Time: Approved refunds are processed within 14 business days.

4. Exchange Details

• Reshipping Fee: Once we have received and inspected your returned item, the customer is responsible for the shipping cost of the replacement item.

• A Smarter Alternative: Contact us at support@sovaliving.co.uk — we can offer you an exclusive heavy discount to place a new order for the correct item, allowing you to keep the original item (no return shipping, no waiting time!).

5. Item Condition & Quality Standards

To be eligible, items must be in original, pristine condition. We strictly accept returns that meet the following:

• Unused & Unwashed: Showing no signs of wear.

• Clean & Pristine: Completely unstained and free from pet hair, lint, or debris.

• Odour-Free: Free from any odours (perfume, smoke, or strong detergent scents).

• Complete Packaging: Returned with all original tags, labels, and hygiene seals still attached in original packaging.

• Right of Refusal: Our team reserves the right to refuse any item that does not meet these standards.

6. Non-Returnable Items (Final Sale)

For health, hygiene, and clearance reasons, these are strictly non-returnable and non-exchangeable:

• Intimate & Personal Wear: Socks, tights, leg warmers, lingerie, and pyjamas.

• Promotional & Custom Items: Clearance/sale items, lucky boxes, and custom-made products.

• Prepaid Services: Issued gift cards.

7. Order Cancellation & Modifications

• Within 36 Hours of Purchase: You may request to cancel or modify your order (such as changing a size/colour, or adding more items to your order) within 36 hours of placing your order.

• Please email support@sovaliving.co.uk immediately.

• Our Commitment: We generally respond within 24 hours to confirm your request.(guaranteed within 48 hours).

• Cancellation Fees: Payment service providers charge a non-refundable transaction fee. Therefore, a fee of 6% + £0.30 will be deducted from your refund.

• Alternative: Choose a full refund in Store Credit to avoid these fees.

• Once Processed: Once an order has been processed or dispatched, we cannot modify or cancel the order.

8. Defective or Incorrect Items (Seller’s Responsibility)

• 7-Day Inspection Period: Please report any defects or incorrect items within 7 days of delivery.

• How to Report: Email support@sovaliving.co.uk with:

  1. Your Order Number.

  2. Clear Visual Evidence: High-quality photos and/or a short video clearly showing the defect, damage, or the incorrect item received.

  3. Packaging Proof: A photo of the original shipping label and packaging for our internal quality control.

• Our Promise: If the error is ours, SOVA Living will arrange a replacement at no extra cost.

9. Shipping Liabilities

Once dispatched, we assist with tracking but are no longer responsible for the package:

• Address Accuracy: Once an order has been dispatched, we are UNABLE to modify the shipping address. Please ensure all delivery information is 100% accurate at the time of checkout.

• Lost/Stolen: We are not liable for any lost or stolen packages after they are marked as “Delivered”. Please file a case with your local post office for investigation.

• Incorrect Address & Delivery Failures: If a parcel is undelivered or returned due to an invalid/incomplete address or other customer-related reasons, the package may be discarded by the shipping carrier. No refund or free reshipment will be provided in these cases.

Need Help? For any after-sales issues, please contact us at: support@sovaliving.co.uk We’re always here to help—quickly, carefully, and with heart.