Refund policy

Designed to protect the health, safety, and privacy of our customers.

Effective date: September 7, 2026
Last updated: September 7, 2026

At SOVAELLE, we carefully select intimate wellness products with quality, safety, and discretion in mind. Due to the personal and hygienic nature of the products we sell, all sales are final and we do not accept returns or exchanges for change of mind.

We understand, however, that occasionally a product may arrive damaged, defective, or incorrect. If something is wrong with your order, please contact us and we will work with you to find the appropriate solution.

1. All Sales Are Final

Due to health, hygiene, and safety considerations associated with intimate wellness products, SOVAELLE does not accept returns or exchanges, including for products that are unopened or unused.

Please review product descriptions, dimensions, features, compatibility, and other product information carefully before placing your order.

This policy does not limit any rights or remedies available to you under applicable consumer protection laws.

2. Damaged, Defective, or Incorrect Products

If your product arrives damaged, appears to be defective, or you receive an incorrect item, please email help@sovalle.ca as soon as possible.

Please include:

Your order number
The product name
A description of the issue
Clear photos showing the product and issue
A short video clearly demonstrating the defect, when applicable

For privacy and safety, please do not send intimate photos, videos of the product being used, or any images containing nudity.

Please keep the product, original packaging, accessories, manuals, chargers, and other included components until we provide further instructions.

Once we review the information, we will work with you to determine the appropriate next step.

3. Manufacturer Warranties

Many products sold by SOVAELLE are backed by warranties provided directly by their manufacturers.

Warranty coverage and duration vary by brand and product. Depending on the manufacturer, warranty coverage may include manufacturing defects, electrical or mechanical failures, or other qualifying product issues.

If you experience an issue with a product, you can start by contacting us at help@sovalle.ca. We will help identify whether the product is covered by a manufacturer warranty and, where appropriate, provide guidance on the warranty process.

In some cases, the manufacturer may require the customer to complete the warranty claim directly with them. Manufacturer warranty decisions, eligibility requirements, replacement procedures, and timelines are ultimately subject to the manufacturer's warranty terms.

Manufacturer warranties are separate from SOVAELLE's return policy and do not replace any rights or remedies available under applicable law.

4. Approved Defect or Order Issue

Depending on the circumstances, an approved issue may result in troubleshooting assistance, replacement parts, a replacement product, manufacturer warranty support, store credit, or a refund where appropriate.

The resolution will depend on the nature of the issue, the applicable manufacturer's warranty, product availability, and any rights provided by law.

Please do not ship a product back to SOVAELLE unless we specifically provide return instructions. Unauthorized returns may not be accepted.

5. Order Cancellations

If you need to cancel an order, contact help@sovalle.ca as soon as possible.

We will make reasonable efforts to accommodate cancellation requests before fulfillment begins. Once an order has entered fulfillment or has shipped, we cannot guarantee that it can be cancelled.

If we successfully cancel an order before shipment, the applicable amount will be refunded to the original payment method.