Refund and Returns Policy

Effective Date: August 3, 2026

At SophEva, we are committed to delivering high-quality wellness products. Due to the nature of consumable products, our return and refund policy is as follows.

1. Order Cancellation

Orders may be cancelled only before they are shipped. Cancellation requests received after dispatch cannot be accepted and the order will be governed by this Refund & Return Policy.

Once an order has been dispatched, cancellation is not possible.

2. Returns

For safety and hygiene reasons, we do not accept returns of opened or used products.

Returns may be accepted only if:

  • Products must be returned in their original packaging together with all accessories, labels and accompanying materials wherever reasonably possible.
  • The product received is damaged.
  • The wrong product was delivered.
  • The product is missing from the shipment.
  • The product is received in a defective condition.

3. Reporting an Issue

Any issue must be reported within 48 hours of delivery. Failure to provide sufficient supporting evidence may delay or prevent approval of the claim.

Please provide:

  • Order number
  • Description of the issue
  • Clear photographs or videos of the product and packaging

Failure to report within this period may result in the request being declined.

4. Refunds

If your claim is approved, we may:

  • Refunds will be initiated only after verification of the claim and approval by SophEva.
  • The time taken for the refund to appear in your account depends upon your payment provider or bank.

Refunds are generally processed within 5–10 business days after approval, depending on the payment provider.

5. Non-Refundable Situations

Refunds will not be provided for:

  • Products purchased during clearance or promotional sales unless defective. Gift cards or promotional vouchers. Shipping charges except where the return is due to our error.
  • Opened products
  • Used products
  • Change of mind
  • Incorrect ordering by the customer
  • Individual taste or flavour preference
  • Failure to follow usage instructions

6. Digital Products

Digital products, downloadable materials, wellness guides, and online content are non-refundable once access has been granted, except where required by applicable law.

7. Shipping Charges

Shipping charges are generally non-refundable unless the return is due to an error on our part or a verified damaged/incorrect shipment.

8. Contact

For refund or return requests, please contact our customer support through the official contact details provided on the SophEva website with your order information and supporting evidence.