Return and Refund Policy

Effective date: 5 August 2026

We want every SŌVA order to arrive as expected. This Return and Refund Policy explains our voluntary change-of-mind return arrangement and how we handle faulty, damaged, incorrect or misdescribed goods. It applies in addition to rights and remedies that cannot be excluded under Singapore law.

1. Change-of-mind returns

You may request a change-of-mind return within 14 calendar days after your order is delivered.

To qualify, the item must be:

unused and unopened;
in its original condition and packaging;
complete with all seals, labels, accessories, manuals and complimentary items intact; and
accompanied by valid proof of purchase from SŌVA.

After we approve the request, the item must be handed to the return carrier or otherwise returned in accordance with our instructions within seven calendar days. Approval of a return request does not guarantee a refund if the returned item does not meet the conditions above.

2. Items not eligible for change-of-mind return

Unless faulty, damaged, incorrect or misdescribed, the following are not eligible:

essential oils, fragrance blends, refills or other consumable scent products that have been opened or had their seals broken;
diffusers, nebulizers or accessories that have been used, filled, altered or damaged after delivery;
gift cards;
personalised, customised or made-to-order items, including customised corporate orders;
items clearly marked “final sale”; and
items that are incomplete or no longer in resalable condition because of handling beyond what was reasonably necessary to inspect them.

Discounted items are not automatically final sale. Unless an item was clearly marked final sale, the normal eligibility rules apply.

3. How to request a return

Email heysovasg@gmail.com before returning anything. Include:

your order number;
the item concerned;
the reason for the request; and
clear photographs or video where the item is damaged, faulty, incorrect or materially different from its description.

We aim to reply within two business days. Please wait for return instructions and the return address. Items sent without authorisation may be delayed, returned to you or refused where the return is not otherwise required by law.

4. Faulty, damaged, incorrect or misdescribed goods

Inspect your order as soon as reasonably possible after delivery. If an item arrives damaged, contact us promptly and ideally within seven calendar days so we can investigate the delivery while evidence is available. This requested reporting period does not remove any right or remedy available under applicable law.

For goods that do not conform to the contract, Singapore’s Consumer Protection (Fair Trading) Act and Lemon Law may provide remedies including repair, replacement, a price reduction or refund, depending on the circumstances. We will assess the issue and provide an appropriate remedy within a reasonable time.

Where the issue is our error or an eligible fault, we will arrange or reimburse a reasonable return method. A remedy may not be available where damage or failure was caused by misuse, an accident after delivery, failure to follow product instructions, unauthorised modification or repair, or normal wear and tear, subject always to applicable law.

5. Exchanges and replacements

We do not ordinarily offer direct exchanges for change-of-mind returns. If your return is approved, you may place a new order for the preferred item. Where an item is faulty, damaged or incorrect, we may offer a replacement as the appropriate remedy, subject to availability and applicable law.

6. Return delivery costs

For an approved change-of-mind return, you are responsible for the return-delivery cost and for using suitable protective packaging. We recommend a tracked service, as the returned item remains your responsibility until it is received by us.

If the return results from our error or an eligible fault, we will arrange or reimburse a reasonable return method. Do not use an unapproved premium or same-day service unless we agree to it in advance.

7. Inspection and refund approval

We aim to inspect an eligible returned item within five business days after receiving it. We will then tell you whether the refund is approved or whether further information is needed.

If a returned item is incomplete, used, opened, damaged or otherwise outside the approved return conditions, we may reject the change-of-mind return or reduce the refund to reflect the loss in value, to the extent permitted by law.

8. Refund timing and method

Approved refunds will be sent to the original payment method, normally within 10 business days after approval. Your bank or payment provider may require additional time before the refund appears in your account.

For a change-of-mind return:

the refund is based on the amount actually paid for the eligible returned item;
original delivery charges are not normally refunded; and
promotional discounts may be recalculated if returning an item means the original order no longer qualifies for the promotion.

Where an entire order is properly rejected because of our error or goods that do not conform to contract, we will also refund the applicable standard delivery charge where required. Any premium-delivery upgrade may not be refundable beyond the standard-delivery amount unless the premium service itself was not provided.

9. Bundles, sets and complimentary gifts

Products sold as a bundle or set should be returned together. Complimentary gifts linked to a purchase must also be returned unused and unopened. If an item or gift is not returned, we may adjust the refund by its stated or reasonable value where permitted.

10. Order cancellation and address changes

If you need to cancel an order or change its delivery address, contact us as soon as possible. We will try to help but cannot guarantee changes after an order has entered fulfilment. Once dispatched, an eligible item must follow the return process above.

11. Refunds for undelivered orders

If we cancel an order because an item is unavailable, payment cannot be accepted or we cannot fulfil the order, we will refund the affected amount to the original payment method. Delivery matters caused by an incomplete or incorrect address, refusal of delivery or repeated unsuccessful delivery attempts will be handled under our Shipping Policy and the circumstances of the case.