Return & Refund Policy

We want to ensure you are completely satisfied with your purchase. Therefore, we offer a return policy that allows you to return your order within 14 days of receiving your package.

RETURN CONDITIONS

  • Return period: You have 14 calendar days from the date you receive your package to request a return. We recommend initiating your return within 7 days to ensure the item reaches us within the 14-day return window.
  • Condition of the goods: Returned items must be unworn, undamaged, unused, and in their original packaging with all tags and labels attached. Please take care when trying on your items to avoid damage or soiling. If your item has a Sova label, it must remain attached to the product.

    Returns that do not meet these conditions will not be accepted.
  • Non-Returnable Items: For hygiene and safety reasons, the following items cannot be returned:
    • Underwear, bras, tights, and cosmetics
    • Custom-made or personalized products
    • Final sale items, promotional campaigns, and discounted items of 20% or more
    • Items marked or labeled as non-returnable

RETURN PROCESS

1. Request a Return: Email our customer service team at info@sovamiami.com within 14 days of receiving your order, including:

  • Your order number
  • Reason for return
  • Clear photos or videos of any defects or damage, if applicable
  • For size issues or incorrect size, include a clear photo showing the size label

2. Return Authorization: After reviewing your request, we will send you instructions on where and how to return your items. Returns must be sent to the address provided in your return authorization email, which may be an international location depending on the supplier fulfilling your order.

3. Return Shipping: Return shipping costs are the responsibility of the customer and are non-refundable. 

  • International shipping or postage charges may apply as we work with multiple suppliers outside the US.
  • A valid tracking number (Track & Trace) is required for your return parcel. Returns without tracking will not be processed.
  • Please email proof of postage to us, ideally as a reply to your return authorization email.

4. Return Receipt: Your return items must be received by our team within 14 days of the original delivery date. Please ensure your return is initiated promptly to meet this deadline. While we strictly adhere to the 14-day window, exceptions may be considered for unforeseen circumstances.

5. International Returns: Please be aware of the following important information regarding international returns:

Our fulfillment centers are located worldwide, including but not limited to the USA. Depending on the product you have purchased or received, it may be manufactured or shipped from outside the US due to stock availability. As a result, some items do not originate 100% from the US, which may affect shipping and delivery times.

  • Returns may take longer to arrive due to international shipping and customs processing times.
  • Customs authorities may hold parcels for additional inspections or delays before clearance.
  • Return shipping costs for international returns typically range from $40 to $50 (Depending on weight and size of products) and are the responsibility of the customer.
  • You may also be liable for any import duties or taxes applied when returning items.
  • Refunds are processed only after we receive and carefully inspect the returned items.

For your peace of mind, please use a tracked shipping service and keep your tracking information, as Sova cannot be held responsible for lost return parcels.

To help you avoid the inconvenience and expense of returning items internationally, we encourage you to consider alternative solutions such as store credits, vouchers, or cashback offers where applicable. Our customer support team is happy to assist you with any questions or concerns before you initiate a return.

CANCELLATION & REPLACEMENTS

While we make every effort to accommodate cancellation requests, please note that once your order enters our fulfillment process, we cannot guarantee its cancellation. At this stage, the order will proceed to shipment as scheduled.

  • All cancellation requests require review and approval by both our customer service and warehouse teams to ensure proper processing.

  • To request a cancellation, email our customer service team at info@sovamiami.com with the subject line: “Please Cancel My Order” and include your order number. This helps us prioritize your request.

  • For exchanges, please initiate a return for the original item. Once we receive and inspect your return, we will send out your replacement or new size free of charge. Please note that we cannot hold replacement items until your return is received, so prompt return shipping is encouraged to avoid delays.

DAMAGED PRODUCTS

If you receive a damaged, defective, or incorrect item, please contact our customer service team immediately. All claims must be submitted within 7 days of delivery.

  • Provide your order number
  • Submit clear photos of the issue including the polybag SKU slip if available.
  • Do not dispose of the item, as we will require its return for further inspection.
  • Free replacement or full refund will only be offered after verification of the issue.

REFUND

Refunds for returned items will be processed within 2-5 business days after we receive and inspect the returned goods.

  • Refunds will be issued to the original payment method
  • Shipping fees are non-refundable
  • Refunds for cancellations due to sold-out items or other exceptional cases may take 5-10 business days depending on your bank’s processing time.
  • We are not responsible for lost or undelivered return shipments due to incorrect addresses or carrier issues.
  • Sova reserves the right to deny refunds if return conditions are not met.

Refund Alternatives: Store Vouchers, Store Credits, and Cashbacks

For returns initiated due to change of mind or for reasons other than product defects, Sova may offer a refund alternative instead of a direct cash refund. These alternatives include store vouchers, store credits, or cashback rewards.

  • These options give you flexible ways to use the refunded value toward future purchases at Sova.
  • We reserve the right to offer these alternatives based on the nature of the return and the condition of the item.
  • In some cases, and depending on the agreement between Sova and the customer, these refund alternatives may also be offered and used as a full refund option for critical issues.
  • Details about the refund method applicable to your return will be clearly communicated during the return process.

Please note:

  • Store vouchers and credits are subject to Sova's terms and conditions and may have an expiration date.
  • Cashbacks may be processed either as a credit to your original payment method or as a separate transaction, depending on the refund situation.

Thank you for choosing Sova. We strive to provide you with a seamless and satisfying shopping experience!