Refund & Return Policy
Effective Date: 1 August 2026
At Sovereign Spa, we want you to feel confident when shopping with us. If you are not completely satisfied with your purchase, this Refund & Return Policy explains when returns, exchanges, and refunds may be available.
1. Return Eligibility
We generally accept eligible returns within 30 days of delivery.
To qualify for a return, the product must:
- Be unused and in its original condition
- Be in the original, unopened packaging
- Include all original accessories, labels, and documentation, where applicable
- Be returned with proof of purchase or order information
- Not show signs of use, damage, or alteration
For skincare, wellness, beauty, bath, body, and personal-care products, returns may only be accepted when the product is unopened and unused for health, hygiene, and safety reasons.
2. Non-Returnable Items
Certain products may not be eligible for return or refund, including:
- Opened or used skincare and personal-care products
- Opened bath and body products
- Products damaged after delivery due to misuse or improper handling
- Gift cards
- Clearance or final-sale items, where clearly identified
- Items returned without the required order information
- Products that cannot reasonably be resold due to hygiene or safety considerations
If you are unsure whether your item qualifies for a return, please contact us before sending it back.
3. How to Request a Return
To request a return, contact Sovereign Spa and provide:
- Your full name
- Order number
- Product name
- Reason for the return
- Photos of the product and packaging, if the item is damaged or defective
Please contact us before shipping any product back. We will provide return instructions if your request is approved.
Unauthorised returns may be delayed or may not qualify for a refund.
4. Damaged or Defective Products
If your order arrives damaged, defective, or incorrect, please contact us as soon as reasonably possible after delivery.
We may request photographs showing:
- The product
- Product packaging
- Shipping box or packaging materials
- Any visible damage
After reviewing the issue, we may offer an appropriate resolution, which may include a replacement, store credit, or refund depending on the circumstances and availability.
5. Wrong Item Received
If you receive an item that is different from what you ordered, please contact us promptly.
After verification, we will work with you to arrange an appropriate replacement or refund.
Please do not use the incorrect item before contacting us.
6. Refunds
Once your returned item is received and inspected, we will determine whether it qualifies for a refund.
If approved, the refund will generally be issued to the original payment method.
The time required for the refund to appear in your account may vary depending on your payment provider, bank, or card issuer.
7. Return Shipping Costs
Unless the return is due to an error on our part, a defective product, or an item damaged during shipment, the customer may be responsible for return shipping costs.
Original shipping charges may not be refundable unless required by applicable law or the return results from an error or issue attributable to Sovereign Spa.
8. Exchanges
If an eligible product is defective, damaged, or incorrectly shipped, we may offer an exchange when replacement inventory is available.
For hygiene and safety reasons, opened or used skincare, beauty, bath, body, wellness, and personal-care products generally cannot be exchanged.
9. Order Cancellations
If you need to cancel an order, please contact us as soon as possible.
We will make reasonable efforts to accommodate cancellation requests before an order has been processed or shipped. Once an order has been shipped, it may no longer be possible to cancel it, and you may need to follow the applicable return procedure.
10. Refund Processing
Approved refunds are normally processed after the returned product has been received and inspected.
Depending on your financial institution or payment provider, it may take additional business days for the refund to appear in your account.
Sovereign Spa is not responsible for delays caused by banks, card issuers, or payment processors.
11. Partial Refunds
In certain circumstances, only a partial refund may be available.
Examples may include products returned with missing components, damaged packaging, or other conditions that affect the item’s resale value, where permitted by applicable law.
12. Late or Missing Refunds
If you have been notified that your refund was processed but have not received it, first check your bank or card account.
You may also contact your payment provider or card issuer, as processing times can vary.
If you still cannot locate your refund, please contact us so we can assist you.
13. Return Address
Do not send returns to the business address unless specifically instructed by our customer service team.
A return address and shipping instructions will be provided after your return request has been reviewed and approved.
14. Policy Exceptions
We understand that individual circumstances may vary. Sovereign Spa may review exceptional situations on a case-by-case basis.
Any exception to this policy does not create an obligation to provide the same exception for future orders.
Nothing in this policy limits any consumer rights that cannot legally be waived under applicable law.
15. Changes to This Policy
Sovereign Spa may update this Refund & Return Policy from time to time to reflect changes in our products, services, business practices, or applicable laws.
The updated policy will be posted on this page with a revised effective date.
16. Contact Us
If you have questions about returns, refunds, exchanges, damaged products, or order cancellations, please contact us.
Sovereign Spa
Email: info@sovereignspa.shop