Return & Refund Policy

Last Updated: 01-12-2025

Thank you for shopping at Soverina. Our return and refund policy is designed to ensure a smooth and transparent experience. Please read the guidelines below for the conditions, processes, and timelines for returns, refunds, and exchanges.

Availability and Contact Information

For questions regarding returns and refunds, you can contact us through one of the following methods:
Email: info@soverina.com

Policy Overview

  • Return Period: 30 days after delivery date
  • Refund Processing Time: 10 business days after receipt
  • Return Shipping Costs: Returns are at your own expense unless the product was delivered incorrectly or arrived damaged.

Order Cancellations

You may cancel your order within two hours of purchase by contacting our customer service. If your order has already been shipped, please follow the steps in our Return Instructions below.

Return Conditions

We accept returns under the following conditions:

  • Return Period: Items can be returned within 30 days after delivery.
  • Condition of Item: Items must be in original, unused condition with all tags attached and in the original packaging.
  • Proof of Purchase: Required for all returns.
  • Exceptions: Certain products, such as custom-made or personalized items and hygiene products (e.g., underwear), cannot be returned unless unopened and unused.

Return Instructions

To start a return, follow these steps:

  1. Contact Customer Service: Send an email to info@soverina.com with your order number, reason for the return, and any supporting photos if applicable.
  2. Receive Return Authorization: Our team will review your request and provide return authorization along with detailed instructions.
  3. Return Packaging: Carefully pack the item, ensure all tags and original packaging are included, and add the return authorization form.
  4. Shipping: Use a reliable shipping service with tracking. Return shipping costs must be paid by the customer unless the product is defective or incorrect.

Refund Policy

  • Refund Approval: Once we have received and inspected your returned item, we will notify you within three business days of the approval status.
  • Processing Time: Approved refunds will be processed within 10 business days to your original payment method. Your bank or credit card company may need additional time to process the refund.
  • Confirmation: You will receive a confirmation email once the refund has been processed.

If you do not see the refund within the expected timeframe, please contact your bank. For further assistance, you can also contact us at info@soverina.com.

Exchange Policy

We offer exchanges for incorrect or defective items. Please contact us within 30 days of delivery, and we will cover the return shipping costs for eligible exchanges. If the wrong size was ordered, please follow the return process first and then place a new order for the correct size.

Exceptions and Special Cases

  • Defective or Damaged Items: If your item arrives damaged or defective, please contact us within 48 hours. We will arrange a free return and offer a replacement product or full refund, depending on your preference.
  • Incorrect Product: If you received the wrong item, please contact us. We will cover the return shipping costs and promptly send you the correct product.
  • Lost Packages: If your package does not arrive within the expected timeframe, please contact us so we can start an investigation with the shipping carrier.

Processing Times

  • Return Period: Returns must be initiated and shipped within 30 days of receiving the item.
  • Inspection Period: Once we receive the return, it will be inspected within 7 business days.
  • Refunds: Refunds are processed within 10 business days after inspection to the original payment method.

Contact Information

If you have further questions or need assistance with returns or refunds, please contact us:
Email: info@soverina.com