Returns and Exchanges

How do I initiate a return/exchange?

To initiate your return/exchange, please contact us at support@souverhome.com with your order number and reason for return/exchange. Upon receiving your return/exchange request, we'll review it within 2-3 business days. If approved, we'll send the shipping label and instructions to the email address you have previously reserved.

Note: Currently, we don't offer a direct exchange option. To exchange a product, initiate a return and place a new order for the desired item.

However, please see below for more information on our return/exchange policy.

How long is the return/exchange window?

We accept returns/exchange for items purchased on our website within 30 days of delivery.

Please note that we don't accept returns/exchange after the 30-day time frame. If an item is sent back after the 30-day window, we may have to send it back to your default delivery address and ask you to cover the delivery costs.

A few important points:

• Our brand policy requires that all returns/exchanges items must meet the following criteria: the product(s) must be in pristine condition, free of any damage, unwashed, and in its original packaging.
• Please ensure your return package is securely packed to prevent damage during transit. Securely attach the return label to the outside of the box or envelope. We cannot assume responsibility for returns until they reach our designated return address. Additionally, remember to obtain proof of postage to track the shipment's status with the carrier if needed.
• Please note that gift cards and items marked as flash sales, final sales, or special sales are ineligible for returns, exchanges, or refunds.
• Sets cannot be refunded individually.

Do I need to pay for the return?

Note: Currently, we don't offer a direct exchange option. To exchange a product, initiate a return and place a new order for the desired item.

Within 30 days of delivery, we offer free returns for US customers.

Customers from other international countries and regions are responsible for the return shipping cost.

No processing fee for all customers.

Once we receive the returned product(s), we will provide a full refund of the order value, including original shipping costs.

Can l cancel my order?

Once your order has shipped, we can't cancel it. However, we offer hassle-free returns. Contact us at support@souverhome.com to start the process.

How long can l receive a refund for my return?

Once we receive the returned item, inspect it and determine that it meets our return standards, we will process your refund within 1-2 business days. Please note that in some cases, it may take 5-21 business days for your bank or credit card company to process and issue a refund.

If you haven't received a refund yet, please contact your credit card issuing company and your bank, as they often take additional times to process refunds.

If you've done all of this and you still have not received your refund, please contact us at support@souverhome.com.

Kindly be aware that for purchases made with both a coupon and regular payment method, only the portion exceeding the coupon value is eligible for a refund. While coupons are typically non-recoverable, our customer care team can provide further details on specific coupon types if needed.

Gift cards cannot be exchanged for cash or refunded. Any products returned that were originally purchased using a gift card will be refunded in the form of store credit applied back onto a gift card.

Return Address:
Unit 325, Building 1, Floor 3, Meizhi Dahua TV Factory, Baogang North Road, Tianxin Community, Sungang Street, Luohu District, Shenzhen, China

Contact Information:
Phone:+86 177-0403-2057
Email: support@souverhome.com

Updated June 24, 2024
Best Regards
souverhome.com