Refund policy

 

Effective Date: October 6, 2026

At Sovira, we are committed to providing genuine, properly packaged and quality products. Because our products include skincare and haircare products and certain products are intended for personal use, we follow a strict hygiene policy for returns and refunds.

1. No Routine Returns or Refunds After Delivery

Once an order has been delivered, Sovira does not accept returns, exchanges or refunds for change of mind, personal preference, incorrect product selection, or other reasons unrelated to a product defect, deficiency, damage, incorrect item, or material issue with the order, provided that the product/package was delivered with its seal intact and in proper condition.

For hygiene and product-safety reasons, products that have been opened or used are generally not eligible for return.

2. Broken, Damaged or Tampered Seal

If your package arrives with a broken, damaged, or visibly tampered seal, please:

• Do not use or open the product further.

• Take clear photographs or video of the package and seal.

• Contact us at care@soviraskincare.com as soon as reasonably possible after delivery.

• Provide your order number and the requested photographs/videos.

We will review the claim and, where the issue is verified, may provide a replacement, refund, or another appropriate resolution.

3. Defective, Damaged or Incorrect Products

If you receive:

• a defective or damaged product;

• a product that is materially different from the product ordered or advertised;

• an incorrect product; or

• a product with another issue that makes it materially different from what was agreed at the time of purchase,

please contact us at care@soviraskincare.com with your order details and supporting photographs/videos.

We will investigate the issue and provide an appropriate remedy in accordance with applicable law. Depending on the circumstances, this may include replacement, refund, or another appropriate resolution.

4. Missing Products

If an item is missing from your order, contact us at care@soviraskincare.com with your order number and photographs of the package and its contents.

We will verify the order and shipment details and, where the claim is confirmed, provide an appropriate resolution.

5. Products Opened or Used

For hygiene and safety reasons, we generally cannot accept returns of products that have been opened, used, altered, or partially consumed.

This restriction does not limit any rights or remedies that cannot legally be excluded, including remedies applicable to defective, deficient, damaged, spurious, incorrect, or materially misdescribed products.

6. Refunds

Where a refund is approved, the applicable refund amount will be processed through the original payment method where reasonably possible, subject to the payment provider's processing timelines and applicable law.

Any refund will be limited to the amount properly refundable under the circumstances of the claim.

7. Shipping Costs for Approved Returns

Where a return, replacement or refund is required because of a confirmed defect, damage, incorrect product, broken/tampered package, or another issue for which Sovira is responsible, Sovira will determine the appropriate handling of return or replacement shipping in accordance with applicable law.

For voluntary returns that are not accepted under this policy, no return shipping reimbursement will be provided.

8. Order Cancellation Before Dispatch

If you need to cancel an order, contact us at care@soviraskincare.com as soon as possible after placing the order.

A cancellation request can only be accepted if the order has not already been processed for dispatch, subject to applicable law.

If an order has already been dispatched, the request will be handled according to the applicable return/refund provisions of this policy and applicable law.

9. How to Contact Us

For return, refund, damaged-product, incorrect-product, or order-related concerns:

Sovira
Email: care@soviraskincare.com

Please include your order number and relevant photographs/videos so that we can review your request efficiently.

10. Your Legal Rights

Nothing in this policy is intended to exclude, restrict, or waive any consumer right or remedy that cannot legally be excluded or restricted under applicable Indian law.

Where applicable law provides a consumer with a right to a refund, replacement, return, compensation, or other remedy, those rights will continue to apply.

Sovira reserves the right to verify claims and request reasonable information or evidence before approving a refund, replacement, or other resolution.