Refund Eligibility Criteria:For Dietary supplements: No returns or refunds are accepted for dietary supplements, whether purchased alone or with other products. Quality and safety are assured through adherence to Good Manufacturing Practices (GMP) guidelines. Contact customer support within 30 days of purchase if concerns arise about product quality or safety.
For damaged or defective products, contact customer support within 3 days of delivery for prompt resolution. Documentation such as photographs may be required to facilitate the resolution process.
Sova's GutHeal Plans:
The refund policy applies only to Sova's GutHeal Plans. Eligibility for a refund is subject to "condition A," which involves being a highly compliant user. Highly compliant users are those who have regularly followed recommendations, attended health coach consultations, and completed required tests (for users on the program for more than 21 days) with no observable results.
Refunds can only be claimed within 24 hours of the last consultation of the Gut Heal Program. Different plans have different refund criteria:
21-Day Plan: Refund for users who complete the full 21 days and have no observable results subject to condition A.
4-Month Plan: Refund for users with no observable results after 4 months and completing 1 Gut Microbiome Test subject to condition A.3-Month Plan: Refund for users with no observable results after 3 months subject to condition A. The refund policy does not apply to the Gut Microbiome Test once test kits have been dispatched.
Observable Results and Compliance:
Observable results refer to significant changes in trackable health metrics/biomarkers. Compliance is defined as attending over 70% of consultations, completing all blood tests, and adhering to over 60% of agreed habits.
Refund Process and Timing:
Once a refund request is received, eligibility is inspected, and approval is confirmed. If approved, refunds are processed within 10 business days to the original payment method. It may take additional time for banks or credit card companies to process and post the refund. If 15 business days have passed after approval without receiving the refund, customers should contact support. Exceptions / non-returnable items: The Gut Microbiome Test kits cannot be returned or refunded once dispatched. Please get in touch if you have questions or concerns about your specific item. Unfortunately, there are no returns on sale items or gift cards.
