Refund Policy

We have a 14-day return policy, which means you have 14 days from the date of delivery to request a return.

Return Eligibility

To be eligible for a return, the item must be in the same condition you received it, unused, with tags attached and in the original packaging. You will also need the receipt or proof of purchase.

How to Initiate a Return

To start a return, please contact us at support@sovira.uk. Returns must be sent to the address we provide. We have different return addresses by region and will choose the best one based on your location. We will email you with the details and return instructions.

If your return is accepted, we will provide instructions on how and where to send your package. Items returned without prior return request will not be accepted.

Contact Information

You can always contact us with any return questions at support@sovira.uk.

Donations Returns

Please contact our support team before sending any items. We will provide all necessary instructions to ensure a simple and safe return process. Email: support@sovira.uk

UK Return Address

The address will be provided after contacting us, depending on your location.

Return Shipping Costs

You are responsible for all return shipping costs. We strongly recommend using a trackable shipping method.

Exchanges

The quickest way to get what you want is to return the item you purchased and, once the return is accepted, place a separate order for the new item. However, we sometimes offer free size exchanges. Email us if the product you ordered does not fit so we can check what we can do. Exchanges for variants/colours/products must be done by returning the item and placing a new order.

Cancellations

Orders cannot be cancelled as our warehouse is fully automated, and we purchase shipping labels and dispatch products within 12 hours of the order. The order is already in transit, and the customer must wait for the package to arrive to return it. We are here to help.

Occasionally, we may make last-minute changes to addresses, sizes or variants. If the customer notices something is wrong, please contact us as soon as possible.

Damages and Issues

Please inspect your order upon receipt and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we can assess and correct the issue.

Exceptions / Non-Returnable Items

Certain types of items cannot be returned, such as perishable goods (like food, flowers, or plants), customised products (like special orders or personalised items), and personal hygiene items (like beauty products). We also do not accept returns of hazardous materials, flammable liquids, or gases. Please contact us if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns of promotional items or gift vouchers.

EU 14-Day Cooling-Off Period

Notwithstanding the above, if products are shipped to the European Union, you have the right to cancel or return your order within 14 days, for any reason and without justification. As mentioned above, your item must be in the same condition you received it, unused, with tags attached and in the original packaging. You will also need the receipt or proof of purchase.

Refund Timeline

Customers have up to 14 days from the date of delivery to request a return. Once the return is requested, they have a further 14 days to send the item(s) back.

We will process the refund within 14 days of receiving the returned item(s) or proof of return shipment, whichever comes first.

Please note that it may take an additional 3 to 10 working days for the refunded amount to appear in the customer’s account, depending on the bank or payment provider.

Total Maximum Time: from the day the customer receives the product to the refund appearing in their account can be up to approximately 45–52 days.