Refund policy
RETURN & REFUND POLICY
At SOVAYE, we want you to love your purchase. If something isn’t quite right, you can request a return within 14 days of receiving your order.
This policy applies to orders delivered to Switzerland and the European Union.
1. Return Period
You have 14 days from the date you receive your order to request a return.
For customers in the European Union, this also fulfills the statutory 14-day right of withdrawal for online purchases.
For customers in Switzerland, SOVAYE voluntarily offers a 14-day return period.
2. Return Conditions
To be eligible for a return, your item must:
- Be unworn and unwashed.
- Be in its original condition.
- Have all original tags attached.
- Be returned in its original packaging, where possible.
- Not be damaged or altered by the customer.
Items may be tried on to check their fit, just as they would be in a physical store.
If an item has been used beyond what is necessary to inspect it, we reserve the right to claim compensation for any resulting loss in value, where permitted by applicable law.
3. How to Request a Return
To request a return, please contact us at:
Please include:
- Your full name.
- Your order number.
- The item you wish to return.
- The reason for your return (optional).
Once your request has been received, we will provide you with the necessary return instructions.
Please do not send any items back without first contacting us.
Return Address:
SOVAYE
Brauereistrasse 1a
8730 Uznach
Switzerland
Customers must send their returned items within 14 days of notifying us of their decision to withdraw from the purchase, where applicable under EU law.
4. Return Shipping Costs
Customers are responsible for the cost of return shipping unless the item is defective, damaged, incorrect, or applicable law requires otherwise.
We recommend using a tracked shipping service, as SOVAYE cannot be held responsible for return parcels lost in transit where the customer has no proof of shipment.
5. Refunds
Once we have received and inspected your returned item, we will notify you of the refund status.
If your refund is approved, the payment will be refunded to your original payment method.
Refunds will be processed within 14 days of receiving your withdrawal notification, where required by applicable EU law. We may withhold the refund until we receive the returned goods or proof that they have been sent back, whichever occurs first.
Please note that your bank or payment provider may require additional processing time before the funds appear in your account.
Where required by EU law, standard delivery costs will also be refunded when the entire order is cancelled. Additional costs for premium or express shipping are not refundable.
6. Exchanges
If you wish to exchange an item for another size or product, please contact us at info@sovaye.com.
Exchanges are subject to product availability.
Alternatively, you may return your original item and place a new order.
7. Damaged, Defective or Incorrect Items
Please inspect your order upon arrival.
If you receive a damaged, defective or incorrect item, contact us immediately at info@sovaye.com with your order number and photographs of the issue.
We will review the situation and arrange an appropriate solution in accordance with applicable consumer protection laws.
Customers will not be charged return shipping costs for items that are defective, damaged or incorrectly delivered.
Nothing in this policy limits your statutory consumer rights.
8. Non-Returnable Items
The statutory right of withdrawal may not apply to certain products, including:
- Custom-made or clearly personalized items.
- Other products specifically excluded under applicable consumer protection laws.
Sale items are not automatically excluded from the statutory EU right of withdrawal.
9. Contact Information
If you have any questions regarding returns, exchanges or refunds, please contact us:
SOVAYE
Email: info@sovaye.com
Website: www.sovaye.com
We appreciate your trust in SOVAYE and thank you for shopping with us.
