Refund policy

SOVRA

Return & Exchange Policy

Effective Date: April 2025  |  sovra.in

- OUR POLICY

Exchange only - we do not offer refunds

At Sovra, every piece is carefully inspected before dispatch. We want you to love what you receive. In the rare event that your order arrives defective or damaged, we will make it right with an exchange.

 

Please note: Sovra does not offer refunds under any circumstances. All eligible claims will be resolved through a product exchange.

 

MANDATORY REQUIREMENT - UNBOXING VIDEO You must record a clear, uncut video while opening your package. This video is required to process any exchange request. Requests raised without an unboxing video will not be accepted, regardless of the reason.

- HOW TO RECORD YOUR UNBOXING VIDEO

Follow these steps carefully

Please record this video at the time of receiving your order - before opening the package:

 

1.    Start recording before touching or cutting the package. The sealed outer packaging must be clearly visible at the start.

2.    Keep the video uncut and continuous - do not pause, stop or edit the recording at any point.

3.    Open the package fully on camera and show all sides of the product.

4.    If there is a defect or damage, hold the product close to the camera so it is clearly visible in the video.

5.    Save the video to your device immediately after recording.

 

TIP Record in a well-lit space so the product and any defect are clearly visible. Blurry or poorly lit videos may delay or invalidate your exchange request.

- ELIGIBLE FOR EXCHANGE

When we will accept your request

•      The product arrived visibly defective or damaged.

•      The wrong product was delivered (different from what was ordered).

•      You have a clear, uncut unboxing video showing the issue.

•      The exchange request is raised within 48 hours of the delivery date.

•      The product is unused, unworn and returned in its original packaging with all tags intact.

- NOT ELIGIBLE FOR EXCHANGE

When we cannot accept a request

•      No unboxing video is provided at the time of raising the request.

•      The request is raised after 48 hours of the confirmed delivery date.

•      The product shows signs of use, wear, damage or alteration after delivery.

•      The issue is related to personal preference - for example, size, style or colour - rather than a product defect.

•      Items purchased during promotional sales or at discounted prices, unless the item is defective.

•      Damage caused by misuse, improper storage or external factors after delivery.

- EXCHANGE PROCESS

Step-by-step: how to raise a request

6.    Record your unboxing video at the moment you open your package.

7.    Email us at support@sovra.in within 48 hours of delivery.

8.    Include your order number, a brief description of the issue and attach the unboxing video.

9.    Our team will review your request within 2 business days and respond with next steps.

10. If your request is approved, we will arrange a reverse pickup at no extra cost to you.

11. Once the item is received and inspected, your replacement will be dispatched within 2–4 business days.

 

REQUEST WINDOW Within 48 Hours From confirmed delivery date
REVIEW TIME 2 Business Days After we receive your request
REPLACEMENT DISPATCH 2–4 Business Days After approval & pickup
REVERSE PICKUP Arranged by Sovra At no cost to the customer

- IMPORTANT NOTES

Please keep in mind

•      Exchanges are subject to product availability. If the same product is unavailable, we will offer an equivalent alternative.

•      Only one exchange is permitted per order.

•      Do not ship any item back to us without prior approval - unapproved returns will not be accepted.

•      Sovra reserves the right to reject any exchange request that does not meet the above criteria.

- CONTACT US

We are here to help

If you have questions about your order or need to raise an exchange request, reach out to us:

 

Email: support@sovra.in

Response Time: Within 24–48 business hours

 

We are committed to making every Sovra experience a good one. Thank you for shopping with us.