Before you place an order
SOVA supplies sauna rooms, heating equipment and accessories for business and private spaces. The written quotation or order confirmation sets out the selected items, specifications, project scope and payment arrangements.
Review these details before confirming your order, particularly when items are made to your dimensions or specification. Agreed order terms apply alongside this policy and cannot remove rights provided by applicable Saudi law.
Standard products & withdrawal
For consumer purchases covered by Saudi E-Commerce Law, eligible contracts may be cancelled within seven days after receiving the product, provided it has not been used or otherwise benefited from. For an eligible service, the period begins when the service contract is made, provided the service has not been used or benefited from. Statutory exceptions apply, including products made to your requested specifications.
Contact SOVA with proof of purchase to request a return. Keep the item, its accessories and any available packaging in good condition, and pack it safely for transport. Requests concerning defects or incorrect items are considered separately from a change of mind.
Custom sauna rooms & changes
Products manufactured to your requested dimensions or specifications are generally excluded from the statutory change-of-mind right. This does not exclude rights relating to defects or a product that does not match the agreed specifications.
If you need to change or cancel a custom project, contact SOVA as early as possible. We will review the production stage, work already completed and any documented commitments, then explain the available options and any applicable costs before agreeing the next step.
Damage, defects or an incorrect item
Inspect your delivery and tell SOVA promptly if an item is damaged, incomplete, incorrect or does not match the confirmed specification. Share clear photos and a description of the issue. If the equipment may be unsafe, stop using it while the issue is assessed.
We will review the issue and arrange the appropriate resolution, which may include repair, replacement or a refund, according to the circumstances, applicable rights and warranty terms. A delay in reporting does not automatically remove a statutory right.
How to request a return
Send your order reference or proof of purchase, contact details, the item concerned and the reason for your request through WhatsApp or email. Include the delivery date and relevant photos where helpful.
SOVA will explain the review and return arrangements. Please coordinate collection or dispatch with us so the item reaches the correct destination. Do not dismantle a sauna or disconnect heating equipment yourself; any necessary removal should be agreed and carried out by a qualified person.
Collection & transport costs
For an eligible change-of-mind cancellation, the customer bears the costs of cancellation unless otherwise agreed, as provided by applicable law. Any collection or transport charges will be explained before arrangements are confirmed.
Where SOVA confirms that a return is required because we supplied a defective or incorrect item, we will arrange the necessary return transport at our cost. Costs for other cases are reviewed according to the reason for return and the agreed order terms.
Refund arrangements
Once a refund is approved, SOVA will confirm the amount, payment method and expected processing time. Where possible, payment is returned through the original payment method; an alternative will be agreed with you if necessary.
Bank or payment-provider processing may affect when the funds appear in your account. Contact us if an agreed refund has not arrived within the communicated timeframe. These arrangements do not limit any mandatory refund requirements.
Your rights remain protected
This policy does not restrict statutory consumer rights or applicable warranty obligations. Business projects and individually agreed supply or installation contracts may have specific terms; any mandatory legal protections continue to apply.