Refund policy
Refund & Returns Policy — Sanovia
Last updated: May 2026
At Sanovia, we are committed to ensuring the highest level of customer satisfaction and maintaining complete transparency with every purchase made through our website. If, for any reason, you are not completely satisfied with your order, we offer a clear, reliable Refund & Returns Policy that complies with international e-commerce standards.
1. Refund & Return Eligibility Period
Customers may request:
- A refund;
- A return;
- A replacement;
- Assistance for a defective or non-conforming product;
within 90 (ninety) days from the date the order is delivered.
Unfortunately, requests submitted after this period cannot be processed.
2. Return Conditions
To be eligible for a return, the product must:
- Be in suitable condition;
- Show no obvious signs of misuse;
- Be returned in its original packaging with all included accessories;
- Be sent to the return address provided by our Customer Support team.
Sanovia reserves the right to refuse returns if the product shows damage caused by misuse, improper handling, or unauthorised alterations.
3. Defective, Damaged or Incorrect Products
If the product received has:
- A manufacturing defect;
- Damage caused during transit;
- The wrong item;
- Missing components;
please contact us within 7 days of delivery and provide:
- Your order number;
- Photos or videos showing the issue;
- A brief description of the problem.
After reviewing your request, we may offer:
- A free replacement;
- A full refund;
- Store credit;
- A replacement shipment.
4. How to Request a Refund or Return
To submit a request, please contact our Customer Support team by email:
Please include the following information:
- Full name;
- Order number;
- Reason for the request;
- Photos or videos (where applicable).
Our team will respond within 3 business days with further instructions.
5. Return Shipping Costs
A) Store Error or Defective Product
Sanovia will cover the full cost of return shipping.
B) Change of Mind or Customer Dissatisfaction
Return shipping costs may be the responsibility of the customer.
Original shipping charges are non-refundable unless the return is due to a store error or a defective product.
6. Refund Processing
Once the returned product has been received and inspected, we will notify the customer whether the refund has been approved or declined.
If approved:
- The refund will be issued using the same payment method used for the original purchase;
- Processing times typically range from 5 to 15 business days, depending on your bank or card provider.
7. Order Cancellations
Orders may be cancelled before they enter the fulfilment and shipping process.
If the order has already been dispatched, the customer must wait until it has been delivered and then request a return in accordance with this policy.
8. Non-Refundable Items
Some products may not be eligible for a refund or return, including:
- Products showing clear signs of excessive use;
- Items damaged due to misuse or improper handling;
- Promotional items or free gifts;
- Returns requested after the 90-day return period.
9. Chargebacks and Payment Disputes
Sanovia reserves the right to challenge any fraudulent or abusive chargebacks with the relevant payment providers by submitting proof of delivery, tracking information, and customer communications.
We strongly encourage customers to contact us before opening a bank or card dispute so that we can resolve the issue quickly and efficiently.
10. Contact Us
If you have any questions regarding our Refund & Returns Policy, please contact us:
Email: support@shopsanovia.com
Customer Support — Sanovia