Refund policy
Effective Date: January 1, 2025 | Last Updated: January 1, 2025
Contact: support@sovly.com | www.sovly.shop
Overview
At Sovly, your satisfaction is our top priority. We stand behind every product we sell. If you are not completely satisfied with your purchase, we offer a straightforward 30-day return policy.
1. Return Eligibility
To be eligible for a return, your item must meet the following conditions:
The return request is made within 30 days of the delivery date
The item is in its original condition unused, undamaged, and free from wear
The item is in its original packaging with all accessories, manuals, and components included
- You have proof of purchase (order number or receipt)
- The following items are NOT eligible for return:
- Items returned more than 30 days after delivery
- Items that have been used, assembled, or show signs of wear
- Items damaged due to misuse, improper handling, or accidents
- Items purchased on final sale or as non-returnable promotional items
- Gift cards
2. How to Initiate a Return
To initiate a return, please follow these steps:
Step 1: Email us at returns@sovly.shop with your order number, the item(s) you wish to return, and the reason for the return.
Step 2: Our customer service team will respond within 2 business days with a Return Merchandise Authorization (RMA) number and return instructions.
Step 3: Securely package the item(s) and include your RMA number on the outside of the package.
Step 4: Ship the item to the address provided. We recommend using a trackable shipping service. Return shipping costs are the responsibility of the customer unless the return is due to our error.
3. Refund Processing
Once we receive and inspect your returned item, we will notify you by email regarding the status of your refund. Approved refunds will be processed as follows:
Refund Method: Original payment method (credit/debit card, PayPal, etc.)
Processing Time: 5–10 business days after approval
Credit Card Refunds: May take an additional 3–5 business days to appear on your statement, depending on your bank
Please note: Original shipping charges are non-refundable unless the return is due to a defective product or our error.
4. Exchanges
We currently process exchanges as a return and repurchase. If you would like a different product, please return the original item for a refund and place a new order for your desired item. This ensures the fastest processing time.
5 Damaged or Defective Items.
If you receive a damaged or defective item, please contact us within 7 days of delivery at support@sovly.shop with:
- Your order number
- A description of the damage or defect
- Photos clearly showing the issue
We will arrange for a free return and send you a replacement or issue a full refund, including shipping costs, at no charge to you.
6. Wrong Item Received
If you received the wrong item, please contact us within 7 days of delivery. We will arrange the return of the incorrect item at our expense and ship the correct item to you as quickly as possible.
7. Lost or Undelivered Packages
If your tracking shows the package was delivered but you have not received it, please:
(1) Check with neighbors and building management;
(2) Confirm the delivery address on your order;
(3) Wait 3 business days in case of delivery delays;
(4) Contact us if the issue persists. We will work with the carrier to investigate and resolve the issue.
8. Contact Us
For all return and refund inquiries, please contact our support team:
Email: returns@sovly.shop | Website: www.sovly.shop | Response time: within 2 business days