Refund policy
Return & Refund Policy
At Sovelie, we want to make returns and refunds as clear and straightforward as possible. This Return & Refund Policy applies in addition to your statutory consumer rights.
Sovelie is operated by MA Assistance.
Right of Withdrawal
If you are a consumer in the European Union or European Economic Area, you generally have the right to withdraw from your online purchase within 14 days of receiving your order, without having to provide a reason.
To exercise your right of withdrawal, you must inform us of your decision within the applicable 14-day withdrawal period.
Please contact us at:
After receiving your request, we will provide you with the appropriate return instructions and return address.
Please do not send your return before receiving these instructions.
After notifying us of your withdrawal, you must return the goods within 14 days.
Return Conditions
When returning a product, please ensure that:
- The product is returned with all components and accessories originally supplied with it.
- The product is packaged appropriately to prevent damage during return shipping.
- You provide your order number so that we can identify and process your return.
- You follow the return instructions provided by our customer service team.
You may inspect the product to the extent necessary to establish its nature, characteristics and functioning.
If you handle or use the product beyond what is necessary for this purpose and this causes a reduction in its value, you may be responsible for that reduction in value, in accordance with applicable consumer law.
Hygiene and Used Products
The Sovelie Smooth Electric Callus Remover is a personal-care product designed to remove callused and dead skin using replaceable abrasive discs/pads.
For hygiene reasons, we strongly recommend that the product and abrasive discs/pads are not used on the skin if you are considering returning the product.
Once an abrasive disc/pad has been used on the skin, it may contain skin residue and is no longer suitable for resale or reuse.
Actual use of the device and/or abrasive discs on the skin may therefore result in a reduction in the value of the returned product. Where permitted by applicable law, this reduction in value may be deducted from the amount refunded.
Nothing in this section limits your statutory rights in relation to products that are defective, damaged, incorrect or otherwise non-conforming.
Requesting a Return
To request a return, email:
Please include:
- Your order number
- The reason for your return
- A photo and/or video where relevant, particularly if the product is damaged, defective or incorrect
Once your request has been reviewed, we will send you the appropriate return instructions and return address by email.
Please wait for these instructions before sending your return.
Return Shipping Costs
If you exercise your statutory right of withdrawal because you have changed your mind, the direct cost of returning the product is your responsibility, provided that you were informed of this before purchase.
If the product is defective, damaged, incorrect or the return is required because of an error on our part, you will not be responsible for the necessary return shipping costs.
Damaged, Defective or Incorrect Products
Please inspect your order upon delivery.
If your product arrives damaged, defective, incomplete or incorrect, please contact us as soon as possible at:
Please provide your order number and, where reasonably necessary, a photo and/or video showing the issue.
We will assess the issue and provide the appropriate remedy in accordance with applicable consumer law.
Depending on the circumstances and your statutory rights, this may include repair, replacement, a price reduction or refund.
Refunds
If you validly exercise your statutory right of withdrawal, we will refund the payments that we are legally required to refund, including the purchase price and the cost of our least expensive standard delivery option offered for your order.
If you selected a more expensive delivery method, such as express shipping, we are not required to refund the additional amount above the cost of our standard delivery option.
Refunds will be made using the same payment method used for the original transaction, unless otherwise agreed.
We may withhold the refund until we have received the returned goods or until you provide evidence that you have sent the goods back, whichever occurs first.
Any permitted deduction for a reduction in the value of the goods resulting from handling or use beyond what is necessary to establish their nature, characteristics and functioning may be applied to the refund.
Once your refund has been processed, your bank or payment provider may require additional time before the funds appear in your account.
Packages Not Received
If you have not received your order, please contact:
We will investigate the shipment with the relevant carrier.
Where appropriate, we will arrange a replacement shipment or refund in accordance with the circumstances and your applicable consumer rights.
Statutory Legal Guarantee
Your right of withdrawal is separate from your statutory rights regarding defective or non-conforming products.
If a product is defective, does not function as it should, or otherwise does not conform to the sales contract, you may be entitled to remedies under applicable consumer law.
These may include repair, replacement, a price reduction or refund, depending on the circumstances.
Nothing in this Return & Refund Policy limits or excludes your mandatory statutory consumer rights.
For questions or claims regarding a defective or non-conforming product, please contact:
Contact Us
For questions regarding returns, refunds or your order, please contact:
Sovelie
Operated by MA Assistance
Email: info@sovelie.com