Last update: 3 October 2022
Overview
At SOVN, we stand behind the quality of our product and want you have a wonderful experience. If you are unhappy for any reason, you may return your product for a one-time exchange or refund for up to 30 days after delivery.
- Start the return process within 30 days of receiving your item by emailing us at hello(at)getsovn.com with the subject line “Refund / Exchange Request“, with a description of the defect/damage. You may choose if you’d like a replacement unit or if you would like a refund. We will then issue you with a Return Authorization (RA) number.
- Ship the product as soon as possible with a receipt or proof of purchase. The product must arrive at our facility within 45 days of receipt of the item. Refunds can only be issued after we have received the original product back.
- We inspect all returned items. The product must be in the same condition that you received it, with all original product inserts and accessories. It must also be in the original packaging. We cannot process refunds for any product not in its original condition, is damaged or missing parts for reasons not due to our error.
- Shipping costs + 20% restocking fee will be the responsibility of the customer in cases of buyer’s remorse returns, such as “didn’t like the product / color”, “changed your mind”, “ordered by mistake”, etc. We will refund the full cost of your purchase if the return is a result of our error or defective product. Please note that the original shipping costs are non-refundable.
- In case of a defective product, we will cover the cost of shipping the replacement unit to you
- We recommend that you consider using a trackable shipping service or purchasing shipping insurance when shipping back to us. Sometimes things get damaged or lost en route, and if that happens, we want you to be covered.
Please address the package to:
Jawsaver BV, Kruytgebouw, UtrechtInc.
Attn: Return Department
Winthontlaan 30C
3526KV Utrecht
The Netherlands
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, which can take anywhere from 1-2 billing cycles depending on your credit card issuer.
What if I receive a defective product?
If you believe you’ve received a defective product, contact our support team at hello(at)getsovn.com with the subject line: “Refund / Exchange Request“. We’ll respond quickly with assistance or to provide you with a return authorization (RA) number. If we determine the unit failed under the terms of warranty within 30 days of delivery we will cover shipping costs to replace the unit for you.
Please see our full warranty terms here
Late or missing refunds
If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us.
Cancellation of Order / Reservation
We reserve the right at any time after receipt of your order to accept or decline the order for any reason. We further reserves the right any time after receipt of your order, after prior notice to you, to supply less than the quantity ordered. Your order will be deemed accepted upon shipment of products.
You can cancel an order at any time before shipment by contacting us at hello(at)getsovn.com with a proof of your order.
If you change your mind and would like to cancel your reservation for one of 200 beta units, we will issue you a full refund of the $20 reservation fee. Simply forward your reservation confirmation to hello(at)getsovn.com with your request and we will take care of your refund.
