Refund policy

Refund & Return Policy – Sanovia

At Sanovia, we want every customer to shop with confidence. If something isn’t right, please contact us first. Our support team will make it right quickly and fairly.

1. ORDER CHANGES AND CANCELLATIONS
Orders can be modified or canceled within 2 hours of being placed. After that, processing begins and we can no longer change or cancel the order.

2. RETURNS AND REFUNDS

2.1. Returns
We offer a 30-day return or free replacement policy, starting from the day your order is delivered, subject to the following conditions:

  • For hygiene and safety reasons, the item must be unopened and unused, in its original sealed packaging.
  • It must be shipped back with a tracking number directly to the address provided by our support team.
  • You must provide a receipt or proof of purchase.

Please note:

  • Customers are responsible for return shipping costs, unless the item is defective or we sent the wrong product.
  • Original shipping fees are non-refundable.
  • Returns sent to intermediary shipping facilities (not our authorized address) are not eligible for refunds.

To start a return, contact us at [support@usesanovia.shop]. Once your request is approved, we’ll send you the return address and step-by-step instructions.
Please do not send returns without approval, as they cannot be processed.

2.2. Refunds

Lost packages:
If your package is lost in transit, we will either reship your items or issue a full refund.
We are not responsible for lost or undeliverable packages caused by an incorrect address provided at checkout.

Stolen packages:
If your order is stolen after delivery, we offer two options:

  • Reshipment (a reshipment fee applies), or
  • A partial refund (contact our support team to start the process).

Not satisfied:
If you’re not fully satisfied with your purchase, email us at [support@usesanovia.shop] with a description of the issue and photos of the product. We’ll get back to you with a solution within 24–48 hours.

3. 120-DAY MONEY-BACK GUARANTEE – APEX DRIVE PRO
We stand behind the Apex Drive Pro. If you’ve used it and aren’t satisfied, you can request a refund within 120 days of delivery.

How it works:

  • Use the device as described in the product instructions.
  • Submit your request to [support@usesanovia.shop] within 120 days of the delivery date, with your order number.
  • Return the device, including all parts and accessories, to the address our support team provides.
  • Once we receive the device, we’ll refund the product price to your original payment method within [5–10] business days.

Shipping fees and free or gift items are not refundable. One guarantee claim per customer.

4. FREE REPLACEMENTS
If your item is defective, was damaged in transit or is missing parts, email us within 30 days of delivery and we’ll send you a free replacement.
Replacements are limited to one per order.

QUESTIONS?
For any assistance, email us at [support@usesanovia.shop].
If you don’t hear back within 24–48 hours, please check your spam folder.