Refund & Return Policy
Refund & Return Policy
Last updated: July 15, 2026
The 60-night guarantee
Try Soovana at home for 60 nights. Use it as much as you like — everyday use is exactly what it's for, and it will not affect your refund. If your knees don't feel better, email us within 60 days of delivery and we'll refund you.
How to start a return
- Email support@soovana.com with your order number. We reply within 24 hours on business days.
- We'll send return instructions. Please don't ship anything back before contacting us — unauthorised returns can't be processed.
- Send the device back in good, reusable condition with the charger and box, using a trackable shipping method.
Return shipping is the customer's responsibility unless the item arrived damaged or faulty. One guarantee claim per customer.
What isn't covered
- Damage from drops, water, or taking the device apart.
- Wear beyond what 60 nights of normal use would cause.
- Gift cards.
Damaged or defective on arrival
Contact us within 7 days of delivery with your order number and clear photos or a short video. We'll arrange a replacement or a full refund at no cost to you — return label included.
Refunds
Once we receive and inspect your return, we'll email you with the outcome. Approved refunds go back to your original payment method. Please allow 5–10 business days for it to appear on your statement; timing depends on your bank. Original shipping charges, if any, are not refunded.
Lost or stolen packages
If tracking shows delivered but the package isn't there, contact us within 7 days. We'll open an investigation with the carrier. We can't guarantee a replacement or refund for packages confirmed as delivered to the correct address.
Policy changes
We may update this policy. Changes take effect when posted on this page.
Questions? Email support@soovana.com — we're here to help.