Refund policy
We want every strip to show up right. If something's wrong, we'll fix it.
Damaged, Defective or Incorrect Items
Because SOVA strips are a consumable product, we don't accept returns of opened product for hygiene and safety reasons. But if your order arrives damaged, defective, or wrong, we've got you.
Contact us within 30 days of delivery with a photo and a quick description of the issue. Once approved, we'll send a replacement (shipped within 3 business days) or issue a full refund to your original payment method - your choice.
Lost in Transit
If your order doesn't arrive, let us know within 30 days of the estimated delivery date so we can investigate.
Cancellations
You can cancel or edit your order while it's still marked "New." Once it moves to "Processing," it's already in production and can't be changed or cancelled.
What's Not Covered
- Incorrect address: if the address provided at checkout is incomplete or wrong and the package is returned to us, reshipping costs are the customer's responsibility.
- Unclaimed packages: shipments returned to us because they went unclaimed will incur a reshipping fee to send again.
- Change of mind: we don't offer refunds for buyer's remorse. If you want to cancel before your order ships, contact us right away.
- Customs rejection: if a package is refused or rejected by customs, we're unable to issue a refund. It's the customer's responsibility to check import rules for their country before ordering.
- Uncollected international deliveries: if a package is abandoned or destroyed by the carrier due to an unreachable recipient, unpaid customs fees, or similar issues outside our control, we can't offer a refund, reshipment, or replacement.
Refund Timing
Approved refunds go back to your original payment method. Processing time depends on your bank or card provider and can take a few business days to show up.
Questions?
Contact us through the Contact Us page on our site - we'll take it from there.