Refund policy
Last updated: May 11, 2026
Refund Policy
This Refund Policy forms part of the Terms of Service governing the use of the Sova Beauty website and services. By placing an order through our website, you agree to the terms outlined below.
At Sova Beauty, customer satisfaction is important to us. If you experience an issue with your order, we encourage you to contact us so that we may review the matter and provide assistance where reasonably possible.
Returns Eligibility
Due to the nature of personal skincare and beauty tools, returns are only accepted for products that:
- Remain unused and unopened
- Are returned in their original packaging
- Are in resellable condition
- Are not damaged due to misuse, mishandling, or normal wear and tear
Requests for returns must be submitted within 7 days of the recorded delivery date.
Sova Beauty reserves the right to deny any return request that does not meet the conditions outlined in this policy.
Non-Returnable Items
For hygiene, health, and safety reasons, the following items are non-returnable and non-refundable:
- Used skincare tools or devices
- Opened or unsealed products
- Products showing signs of use or damage
- Gift cards
- Promotional, discounted, clearance, or final sale items
Damaged, Defective, or Incorrect Orders
If you receive an item that is damaged, defective, or incorrect, you must notify us within 48 hours of delivery.
To assist with the investigation process, customers may be required to provide:
- The order number
- A detailed description of the issue
- Clear photographs of the product, packaging, and any visible damage
Upon review and approval, Sova Beauty may, at its sole discretion:
- Replace the product
- Issue store credit
- Provide a refund where appropriate
Refund Processing
Approved refunds will be processed to the original payment method used during checkout.
Refund processing times may vary depending on the payment provider, banking institution, or payment platform used during the original transaction.
Sova Beauty shall not be responsible for delays caused by third-party payment providers or financial institutions.
Return Shipping Costs
Customers are responsible for all return shipping costs unless the return is a result of:
- An incorrect item being supplied
- A confirmed defective product
- A product damaged during transit
Original shipping fees are non-refundable unless otherwise required by applicable law.
Order Cancellations
Orders may only be cancelled prior to processing or dispatch.
Once an order has been processed, packed, or handed over to the courier provider, cancellation requests may no longer be accommodated.
Sova Beauty reserves the right to refuse cancellation requests once operational fulfilment has commenced.
Chargebacks & Payment Disputes
Customers are encouraged to contact Sova Beauty directly before initiating any chargeback or payment dispute with their financial institution.
Fraudulent or abusive chargeback claims may be disputed with supporting documentation, delivery confirmation, communication records, and order verification details.
Contact Information
For any refund, return, or order-related queries, please contact us at:
Email: freddyk3641@gmail.com