SOVRAI Customer Care
Return & Refund Policy
Clear standards for unopened fragrance returns, damaged orders, return shipping, exchanges, and refund timelines.
Return and Refund Policy
30-Day Return Policy
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, fragrance bottles must be:
Opened fragrance bottles cannot be accepted for return due to hygiene, contamination prevention, and product authenticity standards.
You’ll also need the receipt or proof of purchase.
How to Start a Return
To start a return, please contact us at sovraiperfumes@gmail.com before sending anything back.
SOVRAI Returns
c/o Toronto Islamic Centre
817 Yonge Street
Toronto, ON M4W 2G9
Canada
If your return is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return may be refused or returned to the sender.
You can always contact us for any return questions at sovraiperfumes@gmail.com.
Damages and Issues
Please inspect your order when it arrives and contact us immediately if the item is defective, damaged, or if you receive the wrong item. We will evaluate the issue and make it right where applicable.
Return Shipping and Fees
Customers are responsible for return shipping costs unless the return is related to an approved damaged, defective, or incorrect order claim.
For Canadian orders, a flat shipping fee of $9.99 CAD may be deducted from the refund amount. This may apply even if the original order qualified for free shipping.
Original shipping costs are non-refundable. Return shipping costs are also non-refundable.
SOVRAI is not responsible for return packages lost in transit. We recommend using a trackable shipping service and keeping proof of shipment until the return has been received and processed.
Exceptions / Non-Returnable Items
Opened, used, unsealed, or damaged fragrance bottles cannot be returned.
We also cannot accept returns on gift cards.
Sale items may be final sale unless otherwise required by law or approved by SOVRAI.
Exchanges
The fastest way to ensure you get what you want is to return the eligible item you have, and once the return is accepted, make a separate purchase for the new item.
European Union 14-Day Cooling-Off Period
If merchandise is being shipped into the European Union, you may have the right to cancel or return your order within 14 days, for any reason and without justification.
As above, the item must be in the same condition that you received it: unopened, unused, sealed, and in its original packaging and condition. You’ll also need the receipt or proof of purchase.
Refunds
Refunds are issued only after the returned item has been received, inspected, and approved.
If the return is approved, the refund will be sent to the original payment method. Your bank or payment provider may take additional time to post the refund to your account.
Refund processing may take 7 to 14 business days from the date we receive the returned item.
No refund will be issued before the returned item has been received and inspected.
If more than 15 business days have passed since we approved your refund, please contact us at sovraiperfumes@gmail.com.