Return and Refund Policy

Scope and Intent

This return and refund policy applies to all purchases made through the Sovana Fashion website.

Contact Information

For questions about returns and refunds, you can contact our customer service via:

- Email: info@sovanafashion.nl

- Phone: +31 6 80227819

Return Window

Customers have the right to return the product within 30 days of receipt without giving any reason.

Return Instructions

1. Return Notification: To initiate a return, contact our customer service at info@sovanafashion.nl with your order number and a detailed reason for the return.

2. Return Authorization: After we have reviewed your return request, we will provide you with detailed instructions and, if applicable, a prepaid shipping label.

Packaging and Shipping

1. Pack the item securely in the original packaging with all labels and tags still attached.

2. Include the return authorization form and any supporting documents or images.

3. Download and print the return label via the link in our email.

Return Costs

For defective products: No cost to the customer. This applies if the product is incorrect, damaged by the carrier, or otherwise defective.

For customer remorse (change of mind): The actual cost of the return shipping will be borne by the customer. This applies if the customer purchased the wrong product, the item does not fit, or the customer no longer wants the item.

Specific Conditions for Returns and Refunds

- Returning because you changed your mind: If you have changed your mind after purchase, you can return the product within 30 days, provided it is unused, undamaged, and in its original packaging.

- Defective goods: If you receive a defective product, please contact our customer service immediately for instructions. Sovanafashion will cover the return shipping costs and arrange for a replacement product or a refund.

- Damaged goods: If the product arrives damaged, please send us photos of the damage within 48 hours of receipt. We will assess the situation and, if necessary, reimburse the return shipping costs.

- Wrong product received: If you receive the wrong product, please contact us and we will arrange for the return shipping costs and ensure that you receive the correct product.

- Product never arrived: If your product has never arrived, please contact us so we can initiate an investigation with the courier. If the product is not found, we will offer a full refund or a replacement product.

- Cancellation after ordering: You can cancel your order before it is shipped. If the order has already been shipped, please follow the return procedure after receiving the product.

Policy for Damaged or Defective Goods

Upon receipt of damaged or defective goods, please contact our customer service within 48 hours. Send us photos of the defect or damage. We will inspect the item and, if approved, issue a replacement item or a full refund of the purchase price.

Restocking & Reshipping Fees

If a package is returned to us because it was not collected, refused, or had a wrong address, a restocking and reshipping fee of $15 will be charged.
This fee covers the processing of the returned item and the reshipment, and must be paid before the package can be sent again.

Refund instead of reshipment

If you prefer a refund instead of a reshipment, a 25% restocking fee will be deducted from the amount to be refunded.

Items returned due to our error (wrong item or defective product) are not subject to these fees.

Policy for Non-Damaged Goods

If you change your mind, you can return the undamaged and unused product within 30 days. Make sure it is in the original packaging.

Timelines

- Return window: Returns must be reported and shipped within 30 days of receipt of the product.

- Return processing: After we have received and inspected the returned item, we will process the refund within 30 days. You will receive a confirmation email.

- Conditions for refund: A refund will be approved if the product is undamaged, unused, and in its original packaging. Refunds for defective or incorrectly delivered products will be approved after inspection.

- Refund period: After the return has been approved, it will take a maximum of 14 days to process the refund to the original payment method.

- Refund methods: Refunds will be made to the original payment method used at the time of purchase.

Exceptions to the Return Policy

The following products cannot be returned:

- Custom-made or personalized items

- Hygiene products (e.g., socks, underwear) unless unopened and unused

Return Address

Please contact customer service for the return address, we are here to help.

Legal Rights

This policy does not affect applicable statutory rights.

Questions?

Visit our FAQ page or contact our customer service.

Email: info@sovanafashion.nl
Phone number: +31 6 80227819
Customer service: Monday to Friday, from 9:00 AM to 5:00 PM
Contact form: Contact