Refund policy
Return Policy Overview
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
How to Start a Return
To start a return, you can contact us at Email: support@sovelivee.com or TEL: +1 (404) 664-6123. Please note that returns will need to be sent to the following address: Room 177, 4/F, Hang Seng Industrial Building, 185-187 Wai Yip Street, Kwun Tong, Kowloon, Hong Kong.
Please note: Items sent back to us without first requesting a return will not be accepted.
Return Shipping Costs & Restocking Fees
We do not charge any restocking fees for returns.
Return shipping is free of charge for all eligible returns. If your return is accepted, we will email you a free prepaid return shipping label for you to download and print, along with instructions on how and where to send your package.
Original Shipping Costs & Refunds
- For customer remorse (e.g., you changed your mind, ordered the wrong size, or no longer want the item): Original shipping costs are non-refundable. If you receive a refund, the cost of the original shipping will be deducted from your total refund amount.
- For defective or damaged products: If the item is defective, damaged, or you received the wrong item, you will receive a full refund, including the original shipping costs.
Damages and Issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / Non-returnable Items
For the safety and hygiene of all pets, certain types of items cannot be returned. These include perishable goods (such as opened pet food, treats, or nutritional supplements), custom products (such as personalized collars or engraved ID tags), and sanitary goods (such as used grooming tools, pet diapers, or used litter boxes). Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not.
- Refund Method: If approved, your refund will be issued directly to your original payment method.
- Processing Time: You will be automatically refunded within 7 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 7 business days have passed since we’ve approved your return, please contact us at Email: support@sovelivee.com or TEL: +1 (404) 664-6123.