Refund policy
Sovala — Lighting & Interior Design
Return Policy
Last updated: 19 June 2026
At Sovala, we want to offer you a clear and reassuring shopping experience. In accordance with consumer law and EU Directive 2023/2673, you benefit from a legal right of withdrawal of 14 days from the date of receipt of your order. In addition, Sovala grants you an extended commercial return period of 30 days.
01.Timeframe 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 showing signs of installation may be refused or subject to a deduction following a quality check.
Exceptions: personalised orders and purchases made by professional customers (B2B) are not eligible for the right of withdrawal, except in the event of a proven defect or non-conformity.
02.Return procedure
Before sending any item back, please contact our customer service team at contact@sovala.fr, providing:
- Your order number.
- The reference of the product(s) concerned.
- A description of the reason for the return (and photos if a defect is identified).
2.1 — The product does not suit you
Return shipping costs are the responsibility of the customer. A minimum flat fee of €13.99 applies for standard returns. However, this amount may be adjusted depending on the nature and volume of the order (large order, bulky item, customised product, etc.). The exact return shipping cost applicable to your situation will be communicated by our customer service team when your request is processed.
2.2 — Defective, damaged or non-conforming item
Return shipping costs are fully covered by Sovala. A return label or collection can be arranged directly by our team.
03.Refund, exchange or store credit
- Refunds are processed after receipt and inspection of the returned item(s).
- Estimated timeframe: up to 10 business days after the return is validated (excluding bank processing times).
- Original shipping costs are not refunded.
- You may choose an exchange or store credit valid on a future order.
Klarna: Klarna's return policy, valid for 14 days, applies to all items including those in final sale, provided they are unused and in their original packaging. No store credit can be issued under this framework.
04.Defective, damaged or non-conforming items
If you receive a damaged, defective or incorrect item, Sovala is committed to offering you a prompt solution:
- Free exchange.
- Full refund.
- Store credit.
In these cases, return and reshipment costs are entirely covered by Sovala.
05.Gift orders
If the returned product was given as a gift, store credit may be issued in the name of the recipient. If the purchase was not identified as a gift at the time of ordering, the refund will be issued to the original buyer.
06.Legal right of withdrawal (EU Directive 2023/2673)
In accordance with applicable consumer law transposing EU Directive 2023/2673, you have a 14-day right of withdrawal from the date of receipt of your order, without having to provide any reason.
6.1 — Exercise your right online (primary method)
Sovala provides an electronic withdrawal feature accessible directly from the store. 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 access your order and click "Request a return". Select the item(s) concerned, indicate the reason and confirm. An acknowledgement of receipt is automatically sent to you by email.
6.2 — Exercise your right by email (alternative method)
You may also send a written statement to contact@sovala.fr, using the standard form below if you wish:
To the Sovala customer service team — contact@sovala.fr
I hereby notify you of my withdrawal from the contract for the sale of the item below:
Ordered on (*) / received on (*):
Order number:
Consumer name:
Consumer address:
Date:
(*) Delete as appropriate.
6.3 — Return costs under the legal right of withdrawal
When a return is made under the 14-day legal right of withdrawal and the reason is personal convenience (change of mind, item not meeting expectations), return shipping costs are the responsibility of the consumer. A minimum flat fee of €13.99 applies for standard returns. This amount may be increased depending on the volume, weight or nature of the order. Our customer service team will communicate the exact applicable amount before any return is sent.
This provision does not apply in the event of a defective, damaged or non-conforming item, for which return costs remain entirely covered by Sovala.
07.Customer service contact
This policy does not affect your statutory rights. We recommend keeping the original packaging until you have confirmed the installation of your light fitting.
SOVALA — LIGHTING & INTERIOR DESIGN