Refund Policy
Refund Policy
90-Day Money-Back Guarantee
At Sovaya, operated by OAK E-Commerce LLC, we stand behind the quality of our products and want you to shop with confidence. That’s why we offer a 90-Day Money-Back Guarantee under the terms outlined below.
Eligibility for Refunds
To be eligible for a refund, all of the following conditions must be met:
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Refund requests must be submitted within 90 days of the confirmed delivery date.
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Requests submitted more than 90 days after delivery are not eligible for a refund under this guarantee.
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Shipping and handling fees are non-refundable, except where otherwise required by applicable law.
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To request a refund, you must contact us at info@sovaya.com within 90 days of receiving your order.
Refund eligibility under our money-back guarantee is limited to the 90-day period beginning on the confirmed delivery date.
How to Request a Refund
To request a refund:
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Email info@sovaya.com and let us know that you would like to request a refund and which item or items are involved. Please include your full name and order number to help us process your request.
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Our Customer Support team will provide instructions regarding the next steps, including any return requirements that may apply.
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Once your return or refund request has been received, reviewed, and approved, refunds are generally processed within approximately 15 business days. This timeframe is an estimate and is not guaranteed.
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Approved refunds will be issued to the same payment method used for the original purchase, unless otherwise required by applicable law.
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After we process a refund, your bank, card issuer, or payment provider may require additional time, potentially up to 10 business days or more, to post the credit to your account.
Return Requirement
Where a product return is required in order to receive a refund, the customer must follow the return instructions provided by Sovaya.
A refund may not be issued until the applicable returned product has been received and, where appropriate, inspected or verified by our team.
Failure to return a product when a return is required may result in the refund request being denied.
Non-Eligible Refunds
The following are generally not eligible for refunds under the 90-Day Money-Back Guarantee:
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Refund requests submitted outside the 90-day guarantee period;
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Requests that do not satisfy the requirements stated in this Refund Policy;
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Subscription renewal charges that fall outside the applicable refund period;
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Orders for which a refund request is submitted after the applicable 90-day period has expired; and
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Fraudulent, abusive, or otherwise improper refund requests.
Nothing in this section limits any non-waivable rights you may have under applicable consumer-protection law.
Repetitive or Abusive Refund Requests
To protect against misuse of our refund policy, Sovaya reserves the right, where permitted by applicable law, to refuse or restrict refund requests from customers who demonstrate a pattern of repetitive or abusive refund behavior.
For purposes of this policy, a pattern of repetitive refunds may include requesting more than two refunds within a 12-month period.
We may also investigate refund requests that appear fraudulent, duplicated, manipulated, or otherwise inconsistent with the intended purpose of our money-back guarantee.
Subscriptions
If your order includes a subscription, you are responsible for managing, modifying, skipping, pausing, or canceling your subscription before your next scheduled renewal.
Subscription orders automatically renew according to the frequency selected when the subscription was created unless canceled.
Canceling a subscription prevents future renewals but does not automatically cancel or refund orders that have already been processed.
Subscription renewal charges are subject to this Refund Policy and any separate Subscription Policy made available on the Sovaya website.
A failure to cancel a subscription before a renewal is processed does not automatically create a right to a refund, except where required by applicable law.
You may manage or cancel your subscription using the subscription-management options available through our website or by contacting:
We recommend submitting cancellation requests before your next scheduled billing date to avoid the next order being processed.
Damaged, Defective, or Incorrect Items
If your order arrives damaged, defective, or materially different from what you ordered, please contact us promptly at:
Please include:
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Your full name;
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Your order number;
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A description of the issue; and
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Photographs or other reasonable evidence of the damaged, defective, or incorrect product, where requested.
Once we verify the issue, we may provide an appropriate resolution, which may include a replacement or refund at no additional cost to you.
Where the problem resulted from an error by Sovaya or its fulfillment partners, customers will not be required to bear return-shipping costs where prohibited by applicable law.
Lost or Missing Orders
If tracking indicates that an order was delivered but you have not received it, please contact info@sovaya.com as soon as possible.
We may ask you to:
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Confirm your shipping address;
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Check with household members, neighbors, reception areas, or building management;
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Contact the carrier; and/or
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Provide additional information reasonably required to investigate the shipment.
Lost, stolen, or missing-delivery claims may be reviewed individually based on carrier tracking and other available evidence.
Refused or Undeliverable Packages
If a package is returned to us because:
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The customer provided an incorrect or incomplete address;
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Delivery was refused;
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The package was not collected;
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The carrier was unable to complete delivery due to circumstances attributable to the recipient; or
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Required delivery information was missing,
any refund may be reduced by shipping, return-shipping, handling, or other reasonable costs incurred by us, where permitted by applicable law.
Shipping and Handling Fees
Original shipping and handling charges are generally non-refundable.
If a refund is approved because Sovaya sent the wrong product or the product arrived damaged or defective, applicable shipping costs may also be refunded where appropriate or required by law.
Promotional and Discounted Orders
Products purchased using promotional pricing, discount codes, bundle offers, quantity discounts, free-item promotions, or similar offers remain subject to this Refund Policy.
Where a partial return affects the eligibility requirements of a bundle, multi-buy offer, or free-product promotion, the refund may be recalculated based on the products retained by the customer and the applicable promotional terms, where permitted by law.
For example, where an order received a discount because multiple products were purchased together, returning only part of that order may result in the retained items being repriced according to the applicable offer terms.
Refund Method
Unless otherwise required by law, refunds will be issued to the original payment method used to make the purchase.
We generally cannot issue refunds to a different card, bank account, payment method, or person.
If the original payment method is no longer available, please contact info@sovaya.com and we will review the available options.
Processing Times
Once we have approved a refund, we will submit the refund to the applicable payment processor.
Although refunds are generally processed by us within approximately 15 business days after approval, actual timing may vary.
Once the refund has been submitted, your bank, card issuer, or payment provider controls how quickly the funds appear in your account.
This may require up to 10 additional business days or longer, depending on your financial institution.
Chargebacks and Payment Disputes
We encourage customers to contact info@sovaya.com before initiating a chargeback or payment dispute so that we have an opportunity to investigate and resolve the issue.
If a chargeback or payment dispute is opened while a refund request is being reviewed, we may pause our internal refund process while the payment provider investigates the dispute.
Nothing in this section limits any rights available to you under applicable payment-network rules or applicable law.
Agreement to This Policy
By completing a purchase from Sovaya, you acknowledge that you have had an opportunity to review this Refund Policy and that your purchase is subject to its terms, together with our Terms of Service and any other applicable policies.
Nothing in this Refund Policy limits rights that cannot legally be waived or restricted under applicable consumer-protection laws.
Contact Customer Support
If you have questions regarding your order, return, or refund eligibility, please contact us within the applicable 90-day period:
Sovaya / OAK E-Commerce LLC
30 N Gould St, Ste N
Sheridan, WY 82801
United States
Email: info@sovaya.com
† FDA Disclaimer: Statements regarding dietary supplements have not been evaluated by the U.S. Food and Drug Administration. Sovaya products are not intended to diagnose, treat, cure, or prevent any disease.
* Individual Results: Individual results may vary. Testimonials and reviews reflect individual experiences and do not represent guaranteed outcomes.
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