Refund policy
Refund, Return, Cancellation & Pre-Order Policy
At Sovara Living, we are committed to providing a fair and transparent refund, return, cancellation, and pre-order process in accordance with the Australian Consumer Law.
This policy applies to online purchases, showroom purchases, standard orders, pre-orders, special orders, custom orders, sale items, clearance items, and change-of-mind requests.
Nothing in this policy limits, excludes, or modifies any rights you have under the Australian Consumer Law.
Order Cancellations Before Delivery
If you wish to cancel a standard order before delivery, a 30% cancellation fee of the total order value will apply if you choose a refund instead of store credit.
The remaining balance will be refunded to the original payment method.
Alternatively, Sovara Living can offer 100% of the paid amount as store credit, which can be used toward another item from our collection.
Cancellation fees help cover payment processing fees, administration costs, supplier arrangements, warehouse preparation, stock reservation, handling costs, and other costs already incurred by Sovara Living.
Pre-Orders
Pre-order items are products that are reserved, ordered, allocated, or arranged specifically for the customer before they arrive at our showroom or warehouse.
Once a pre-order has been confirmed and processing has started, the item is specially arranged for the customer. Because of this, pre-orders cannot be cancelled without a cancellation fee.
If a customer chooses to cancel a confirmed pre-order and requests a refund, a 50% cancellation fee of the total order value will apply.
Alternatively, Sovara Living can offer 100% of the paid amount as store credit, which can be used toward another item from our collection.
Estimated arrival dates for pre-orders are provided as a guide only. Delays can occur due to manufacturing, supplier delays, freight, customs, port delays, transport issues, or other logistics matters outside our control.
If Sovara Living is unable to supply the pre-ordered item, the customer will be offered a full refund, store credit, or the option to choose an alternative product.
Special Orders and Custom Orders
Special orders, custom orders, made-to-order products, customised colours, customised fabrics, specially requested items, and items not normally held in stock are arranged specifically for the customer.
Once confirmed, these orders cannot be cancelled, changed, or refunded due to change of mind.
If Sovara Living approves a cancellation at its discretion, a 50% cancellation or termination fee of the total order value will apply.
Special orders and custom orders include, but are not limited to, custom fabric selections, custom colour selections, made-to-order sofa sets, special supplier requests, products ordered specifically for one customer, items not normally stocked by Sovara Living, and items produced or allocated based on the customer’s request.
If Sovara Living is unable to supply the item, the customer will be offered a full refund, store credit, or the option to choose an alternative product.
Change of Mind Returns After Delivery
For change-of-mind returns, customers must contact Sovara Living within 7 days of receiving the item.
To be eligible for a return, the item must be unused, unassembled, in original condition, in original packaging, not damaged, marked, stained, or altered, and accompanied by proof of purchase.
A 30% restocking or cancellation fee will apply if the customer chooses a refund instead of store credit.
Delivery fees, shipping fees, transaction fees, and return transport costs are non-refundable for change-of-mind returns.
Return shipping or transport costs are the customer’s responsibility and must be arranged and paid by the customer.
Non-Returnable Items
We cannot accept change-of-mind returns for used items, assembled items, unboxed items, damaged items not caused by Sovara Living, custom orders, special orders, confirmed pre-orders, clearance items, sale items, ex-display or floor stock items, or items without original packaging.
This does not apply to defective goods or any rights available under the Australian Consumer Law.
Sale, Clearance and Promotional Items
Sale, clearance, promotional, and discounted items are not eligible for change-of-mind refunds unless required under the Australian Consumer Law.
Please choose carefully before purchasing sale or clearance items.
Delivery, Shipping and Return Costs
Delivery and shipping fees are non-refundable for change-of-mind cancellations or returns.
If a return is approved, the customer is responsible for arranging safe return transport unless the return is due to a Sovara Living error, defective item, incorrect item, or another issue covered under the Australian Consumer Law.
If an item is damaged during return transport arranged by the customer, the return can be rejected.
Refund Process
Once your return or cancellation request is reviewed, Sovara Living will notify you whether the refund has been approved.
Approved refunds will be processed back to the original payment method.
Please allow up to 10 business days for the refund to appear, depending on your bank or payment provider.
Sovara Living is not responsible for delays caused by banks, payment providers, or financial institutions.
Store Credit
Where store credit is offered, the credit can be used toward another Sovara Living product.
Store credit is not redeemable for cash and cannot be transferred to another person unless approved by Sovara Living.
Store credit cannot be used for delivery fees unless approved by Sovara Living.
Nothing in this policy limits any rights you have under the Australian Consumer Law.
9. Contact Us
If you have any questions about this policy or need help with a return:
📍176/150 Palmers Rd, Truganina VIC 3029
