Refund policy
At Sovereign Wellness, we want you to feel secure when ordering from us. If something is wrong with your order, we’ll always aim to make it right.
Faulty or Damaged Items
If your item arrives damaged or develops a fault within a reasonable time after delivery, please contact us immediately with:
Your order number
A brief description of the issue
Photos or a video showing the fault or damage
We will first offer a replacement. If a replacement isn’t suitable, you can request a full refund including the original delivery cost.
If the item is faulty within the warranty period, we reserve up to 30 days to resolve the issue from the date you first contact us. If you choose to return the item within this period instead of allowing us to resolve the fault, the original delivery fee, collection charges, and a 10% restocking fee will apply.
Items Not as Described
If we have sent the wrong item or it differs significantly from the description, you must notify us within 30 days of delivery. You can choose:
A replacement at no extra cost
A full refund, including original shipping
Warranty Coverage
Warranty periods are specified on individual product pages.
To make a warranty claim, contact us with:
Proof of purchase
Relevant images or videos of the issue
Warranty claims are handled on a case-by-case basis.
How Refunds Are Issued
Once a refund is approved, it will be processed via your original payment method. We’ll notify you when the refund has been issued. Refunds can take up to 14 days to appear in your bank account.
Returning Unwanted Items
If you’ve changed your mind, you can return your product within 30 days of delivery, provided that:
The item is unused, unassembled, and in its original packaging
All components, manuals, and accessories are included
You have contacted us in advance to arrange the return
Return shipping costs for unwanted items are the customer’s responsibility. A 10% restocking fee will also apply.
We reserve the right to refuse returns that don’t meet these conditions.
Non-Returnable Items
For hygiene and safety reasons, certain items (such as used ice baths) cannot be returned once opened or used. These exclusions are clearly stated on the respective product pages.
You can always contact us for any return question at info@sovereignwellness.co.uk.
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
Certain types of items cannot be returned, like perishable goods or custom products (such as special orders or personalized items). We also do not accept returns for hazardous materials, flammable liquids, or gases. 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.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, 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.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 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 15 business days have passed since we’ve approved your return, please contact us at info@sovereignwellness.co.uk.