Refund policy
At Sanovita, we want you to shop with complete confidence. If you are a consumer residing in the European Union, your return rights are protected by current European legislation.
Right of Withdrawal
As a consumer in the European Union, you have the right to withdraw from your purchase within 14 calendar days following receipt of the last item in your order, without having to provide a reason.
To exercise this right, you must notify us of your decision before the 14-day period expires by emailing:
Please include the following in your message:
- Order number
- Full name
- Your decision to cancel the purchase
Return Conditions
For the return to be accepted, the product must:
- Be in good condition.
- Include all original accessories.
- Be returned, whenever possible, in its original packaging.
- Show no damage caused by improper use.
The customer is responsible for taking proper care of the product until it is returned.
Return Costs
The customer is responsible for the return shipping costs.
Sanovita applies a fixed return fee of €10, corresponding to the logistical costs of return transportation.
This amount will be deducted from the refund.
If the return is due to a defective or damaged product, or an error on our part, Sanovita will cover the return costs whenever required by applicable law.
Refunds
Once the returned product has been received and inspected, we will process the refund using the same payment method used for the purchase.
The refund will be issued within a maximum period of 14 days from:
- Receipt of the returned product; or
- Receipt of valid proof that the return has been shipped.
The earlier of these two events will apply.
Cancellation Before Shipment
Orders may be cancelled free of charge as long as they have not yet been processed for preparation or shipment.
Once the logistical process has begun, the order must follow the standard return procedure described in this policy.
Defective or Damaged Products
If you receive a damaged, defective, or incorrect product, please contact us within 48 hours of delivery and provide:
- Order number
- Photographs of the product
- A description of the issue
We will assess the case and, where appropriate, offer a replacement, repair, or full refund in accordance with applicable regulations.
Exceptions to the Right of Withdrawal
In accordance with European Union regulations, the right of withdrawal does not apply, among other cases, to:
- Products that are personalised or made according to the customer’s specifications.
- Sealed products that cannot be returned for health protection or hygiene reasons once unsealed after delivery.
- Goods that, after delivery, have been inseparably mixed with other products.
- Digitally supplied content whose delivery has begun with the consumer’s prior consent.
Contact
For any questions regarding returns or refunds, you can contact us at:
Sanovita
We are committed to responding to all requests as quickly as possible.