SOVAH SHIPPING POLICY

Last updated: 19 July 2026

1. Shipping destinations

SOVAH ships to the countries and regions that are available for selection during checkout.

If a country or delivery address cannot be selected during checkout, shipping is currently unavailable to that destination.

If we are unable to deliver an accepted order, the customer will be notified and all payments relating to the cancelled order will be refunded.

2. Processing and delivery times

Orders are normally processed within 1–2 business days.

The estimated delivery time within the European Union is generally 4–8 business days after processing. The total expected delivery time is therefore approximately 5–10 business days.

Delivery times are estimates and may vary depending on the destination, carrier, seasonal demand, public holidays, weather conditions or customs procedures.

These estimates do not affect the customer’s statutory rights if an order is delivered late or is not delivered.

3. Shipping costs

Shipping costs are calculated during checkout based on the delivery destination, ordered products, parcel weight and available shipping service.

There is currently no storewide free-shipping threshold. If free shipping or another shipping promotion is available, this will be clearly displayed during checkout.

Orders delivered outside the European Union may be subject to local import duties, taxes or customs charges. Unless stated otherwise during checkout, these charges are the customer’s responsibility.

4. Package tracking

After dispatch, the customer will receive a shipping confirmation by email.

When tracking is available for the selected shipping service, the tracking information will be included in the shipping confirmation. Some shipping services may not include tracking.

For questions about an order or delivery, contact:

Email: support@sovahcare.com

5. Right of withdrawal and returns

EU consumers generally have the right to withdraw from an online purchase within 14 days after the day the order is received, without giving a reason.

To exercise this right, the customer must send a clear withdrawal request within this period to:

Email: support@sovahcare.com

After notifying SOVAH, the customer must return the products within a further 14 days.

Return address

SOVAH
Albert van der Meerstraat 16
7555 LD Hengelo
The Netherlands

Return shipping costs

The customer is responsible for all direct return shipping costs when exercising the right of withdrawal.

Return shipping costs will not be reimbursed by SOVAH.

This does not apply when a product was delivered damaged, defective or incorrectly. In those situations, SOVAH will cover reasonable return shipping costs.

The customer is responsible for ensuring that the return is properly packaged. We recommend keeping the shipping receipt and using a shipping service with tracking.

Conditions for returns

Products must be returned with all supplied parts and, where reasonably possible, in their original packaging.

Products may only be handled as far as reasonably necessary to inspect their nature and characteristics.

Products must not be used beyond what is necessary for this inspection.

Opened or used cosmetics

Cosmetics and personal-care products that were delivered with a health or hygiene seal cannot be returned under the right of withdrawal once that seal has been broken after delivery.

No refund will be provided for a sealed cosmetic or personal-care product when:

• The health or hygiene seal has been broken;
• The product has been used;
• The product has been contaminated; or
• The product can no longer be safely resold for health or hygiene reasons.

Opening ordinary external shipping packaging does not automatically remove the right of withdrawal. The exclusion applies specifically when a genuine health or hygiene seal has been broken.

For products without a hygiene seal, SOVAH may deduct any loss in value caused by use or handling beyond what was necessary to inspect the product.

If the product has become completely unusable or unsellable because of such use or handling, the deduction may equal the full product price.

These restrictions do not apply when a product was already damaged, defective or incorrectly supplied at the time of delivery.

Refunds

For accepted returns, SOVAH will refund the amount legally due within 14 days after receiving the withdrawal request.

SOVAH may wait until the returned products have been received or until the customer provides proof that the products were returned, whichever occurs first.

When the complete order is withdrawn, SOVAH will also refund the cost of the original standard delivery method. Additional costs for a more expensive delivery method will not be refunded.

Return shipping costs remain the customer’s responsibility.

Refunds will be made using the original payment method unless another method has been expressly agreed with the customer.

6. Damaged, defective or incorrect products

If a product arrives damaged, defective or incorrect, the customer should contact SOVAH as soon as reasonably possible at:

Email: support@sovahcare.com

Please include:

• The order number;
• A description of the issue; and
• Clear photographs where these can reasonably help us assess the problem.

SOVAH will provide an appropriate solution without additional cost to the customer.

Depending on the circumstances and applicable law, this may include:

• A replacement product;
• Repair, where appropriate;
• A price reduction; or
• A refund.

SOVAH will cover reasonable return shipping costs when a product is damaged, defective or incorrectly supplied.

These provisions do not limit the customer’s statutory warranty rights.

7. Customer support

For questions about shipping, returns or an order, contact:

Email: support@sovahcare.com

We aim to respond within 1–2 business days.

8. Applicable law and policy changes

This policy is governed by applicable Dutch and European consumer law, including the Dutch Civil Code and Directive 2011/83/EU on consumer rights.

Nothing in this policy limits any mandatory statutory consumer rights.

SOVAH may update this policy when necessary. Changes apply from the date on which the updated policy is published and do not remove rights that already apply to previously placed orders.