At SOVAA Touch, your satisfaction is our top priority. We created this Refund and Returns Policy to ensure clarity, fairness, and compliance with hygiene standards. Please review it carefully before placing your order.

1. Refund Window (30 Days)

You may request a return within 30 days of delivery. To qualify, the product must remain unopened, unused, and sealed in its original packaging. This rule protects your safety as well as the safety of all customers.

2. Non-Returnable Products (Hygiene & Safety)

For health and hygiene reasons, certain items cannot be returned under any circumstances:

• Products with broken hygiene seals or visible signs of use
• Lubricants, massage oils, and other consumables once opened
• Gift cards and downloadable content
• Clearance or final-sale items clearly marked as non-returnable

Simply put, opened or used intimate products are never eligible for return.

3. Damaged or Defective Items

Every item is inspected and sealed before shipping. Still, if your order arrives damaged or defective, you must provide photo or video proof at the time of unboxing (within 7 days of delivery).

• Verified claims qualify for a prepaid return label or a replacement at no cost.
• Claims submitted without proof cannot be processed.

4. How to Request a Return (RMA)

To return an eligible product, please follow these steps:

1. Contact us with your order ID.
2. Receive an RMA number and prepaid return label (if approved).
3. Send the item back in its original packaging with all accessories and manuals.
4. Keep your tracking receipt until the product arrives at our warehouse.

Following these steps ensures your return is processed smoothly.

5. Refund Process

• Approved refunds go back to your original payment method within 5–10 business days after inspection.
• Shipping fees (Standard or Express) are non-refundable unless the return is due to our error.
• If a gift was shipped directly to another person, the refund goes to the original purchaser.

This process keeps refunds consistent and transparent.

6. Exchanges and Replacements

We only provide exchanges or replacements in cases of manufacturer defects or damage during shipping.

• Products must remain unused and sealed in their original packaging.
• Defects must be visible during unboxing and supported with proof.
• If the same item is in stock, we ship a replacement at no extra cost.
• If unavailable, you may choose either a refund or a product of equal value.

This ensures you always receive a working product or your money back.

7. Late or Missing Refunds

If your refund does not appear within 10 business days:

1. First, check with your bank or card issuer, since processing times may vary.
2. If you still do not see the refund, contact us at sense@sovaatouch.com with your order details.

8. State-Specific Rights

Some U.S. states provide additional consumer rights (for example, California’s Song-Beverly Act). We respect and comply with all required protections.

Important Hygiene Note

Because SOVAA Touch products are intimate wellness items, we strictly enforce our hygiene and safety standards. Opened or used products cannot be returned or refunded.

This ensures fairness, protects all customers, and maintains the highest level of safety.