At Sovala, we want to offer you a clear and stress-free shopping experience. In accordance with the French Consumer Code and EU Directive 2023/2673, you have a statutory right of withdrawal of 14 days from receipt of your order. In addition, Sovala grants you an extended commercial period of 30 days in which to make a return.

01.Time limit and eligibility conditions

Items may be returned within 30 days of receipt of your order. To be eligible for a refund, the product must be:

• Unused, uninstalled and in perfect condition.
• Kept in its original packaging, with all accessories, instructions and protective materials.

Any return that is incomplete, damaged or shows signs of installation may be refused or subject to a deduction after quality inspection.

02.Return procedure

Before sending anything back, please contact our customer service team at contact@sovala.fr stating:

• Your order number.
• The reference of the product(s) concerned.
• A description of the reason for the return (and photos if a defect is found).

2.1 — The product does not suit you

Return costs are borne by the customer. A minimum flat fee of €13.99 applies to standard returns. However, this amount may be adjusted depending on the nature and size of the order (bulky order, cumbersome item, custom product, etc.). The exact return cost applicable to your situation will be communicated to you by our customer service team when your request is handled.

2.2 — Defective, damaged or non-conforming item

Return costs are fully covered by Sovala. A return label or a collection may be arranged directly by us.

03.Refund, exchange or credit note

• The refund is made after the returned item(s) have been received and inspected.
• Indicative time frame: up to 10 working days after the return has been approved (excluding bank processing times).
• Initial delivery costs are not refunded.
• You can choose an exchange or a credit note valid on a future order.

04.Defective, damaged or non-conforming items

If you receive an item that is damaged, defective or does not match your order, Sovala undertakes to offer you a quick solution:

• Exchange at no cost.
• Full refund.
• Credit note for the shop.

In these situations, return and reshipment costs are entirely covered by Sovala.

05.Gift orders

If the returned product was given as a gift, a credit note may be issued in the recipient's name. If the purchase was not identified as a gift at the time of ordering, the refund will be sent to the original purchaser.

06.Statutory right of withdrawal (EU Directive 2023/2673)

In accordance with articles L.221-18 et seq. of the French Consumer Code, transposing EU Directive 2023/2673, you have a right of withdrawal of 14 days from receipt of your order, without having to give a reason for your decision.

6.1 — Exercising your right online (main method)

Sovala provides an electronic withdrawal feature accessible directly from the shop. Log in to your customer account at account.sovala.fr (a 6-digit verification code will be sent to you by email, no password required), then go to your order and click "Request a return". Select the item(s) concerned, state the reason and confirm. An acknowledgement of receipt is automatically sent to you by email.

6.2 — Exercising your right by email (alternative method)

You may also send a written statement to contact@sovala.fr, using the model form below if you wish:

6.3 — Return costs under the statutory right of withdrawal

In accordance with article L.221-25 of the French Consumer Code, where the return is made under the statutory 14-day right of withdrawal and the reason relates to personal preference (change of mind, item not meeting expectations), return costs are borne by the consumer. A minimum flat fee of €13.99 applies to standard returns. This amount may be increased depending on the size, weight or nature of the order. Customer service will tell you the exact amount applicable before anything is sent back.

This provision does not apply to defective, damaged or non-conforming items, for which return costs remain entirely borne by Sovala.

07.Contact customer service

This policy does not affect your statutory rights. We recommend that you keep the original packaging until you have confirmed the installation of your light fitting.