Refund policy

Refund & Returns Policy

Last Updated: July 2026

At TrySanoviaUSA, customer satisfaction is our priority. If you are not completely satisfied with your purchase, we're here to help.

Please read our Returns & Refund Policy carefully before requesting a return.

1. Return Eligibility

You may request a return within 90 days of receiving your order.

To be eligible for a return, your item must:

Be in its original condition.
Include all original accessories, packaging and documentation where applicable.
Not be intentionally damaged, misused or altered.
Be accompanied by proof of purchase (order number or confirmation email).

For hygiene and safety reasons, certain products may not be eligible for return once opened or used, unless they are faulty or defective.

2. Damaged, Incorrect or Defective Items

If your order arrives:

Damaged during transit;
Defective;
Incorrect; or
Incomplete,

please contact us within 48 hours of delivery.

To help us resolve the issue quickly, please include:

Your order number;
A description of the issue;
Clear photographs of the item and packaging.

After reviewing your claim, we will offer an appropriate solution, which may include:

A replacement;
A refund; or
A partial refund where appropriate.

3. How to Request a Return

To begin the return process, please contact our customer support team:

Email: info@trysanoviausa.com

Please include:

Full name;
Order number;
Reason for the return;
Any relevant photos if applicable.

Returns sent without prior authorisation may not be accepted.

Once your request has been approved, we will provide detailed return instructions.

4. Return Shipping Costs

Unless the item is faulty, defective, damaged or sent in error, customers are responsible for return shipping costs.

Original shipping charges are non-refundable unless the return is the result of our error.

We recommend using a tracked shipping service, as we cannot be responsible for returned parcels lost in transit.

5. Inspection of Returned Items

Once your returned item has been received, our team will inspect it.

You will be notified by email once the inspection has been completed and your refund request has been approved or declined.

6. Refunds

If your return is approved, your refund will be processed using the original payment method.

Please allow:

1–3 business days for us to process the refund after approval.
Additional time for your bank or card provider to complete the transaction, depending on their processing times.

Refund timing may vary between payment providers.

7. Late or Missing Refunds

If you have not yet received your refund:

Check your bank account.
Contact your credit or debit card provider.
Contact your bank, as processing times can vary.

If you have completed these steps and still have not received your refund, please contact us at:

info@trysanoviausa.com

8. Order Cancellations

Orders may only be cancelled before they have been processed or dispatched.

If your order has already been shipped, it cannot be cancelled. However, you may request a return once it has been delivered in accordance with this policy.

9. Non-Returnable Items

Unless required by applicable consumer law, the following items may not be eligible for return:

Gift cards;
Downloadable digital products;
Personal care or hygiene products that have been opened or used;
Products specifically marked as non-returnable at the time of purchase.

10. Exchanges

We only replace items if they are defective, damaged or if the incorrect product was supplied.

If you require an exchange, please contact:

info@trysanoviausa.com

11. Consumer Rights

Nothing in this policy affects your statutory rights under applicable consumer protection legislation in the United Kingdom.

Where your legal rights provide greater protection than this policy, your statutory rights will always apply.

12. Contact Us

If you have any questions regarding returns or refunds, please contact our Customer Support Team:

TrySanoviaUSA