Returns & Refunds Policy
This Returns & Refunds Policy applies to purchases made through the Sinova online store and is subject to applicable South African consumer law.
1. When Can You Request a Refund or Return?
You may contact Sinova regarding a return or refund if:
- Your product arrives damaged.
- Your product is faulty or defective.
- You receive the wrong product due to an error made by Sinova.
- An item that was included in your order is missing.
- There is another issue with your order that gives you a right to a return, replacement or refund under applicable South African law.
2. Faulty or Defective Products
If your product is faulty, defective or does not work as it should, please contact us as soon as possible.
Where applicable, South African consumer law provides protections for defective goods, including rights that may allow you to return the product and choose a repair, replacement or refund within the applicable legal period.
We may ask you to provide photos or a short video showing the issue so that we can properly assess the problem.
3. How to Request a Return or Refund
To request a return or refund, please email us at:
Please include the following information:
- Your full name
- Order number
- Date of purchase
- Reason for your request
- Description of the issue
- Photos or video showing the problem, where applicable
Please do not send the product back before contacting us.
We will provide you with the appropriate return instructions if a return is required.
4. Damaged Products
If your package arrives damaged, please contact us as soon as possible.
To help us resolve the issue, please send:
- Your order number
- Photos of the outer packaging
- Photos of the damaged product
- A brief description of what happened
Please keep the original packaging until the matter has been resolved, as it may be needed when assessing the damage or arranging a return.
5. Incorrect Product Sent
If you receive a different product from the one you ordered because of an error made by Sinova, please contact us at:
We will work with you to correct the mistake in accordance with your applicable consumer rights.
6. Change-of-Mind Returns
For qualifying online purchases, South African law may provide a 7-day cooling-off period in certain circumstances.
If you wish to return an order because you have changed your mind, please contact us within the applicable legal period.
Where a cooling-off right applies, the return and refund will be handled in accordance with applicable South African law.
Certain conditions may apply to change-of-mind returns, including the condition of the product and any applicable return costs.
7. Return Shipping
If your return is related to:
- A faulty or defective product
- A product that arrived damaged
- An incorrect product sent by Sinova
the return will be handled in accordance with your applicable consumer rights.
For qualifying change-of-mind returns, you may be responsible for the direct cost of returning the product where permitted by law.
8. Condition of Returned Products
Where a return is approved, please return the product with the original accessories, components and packaging supplied with your order where reasonably possible.
Please package the product securely to help prevent damage during the return journey.
Products returned in a condition that is materially different from the condition in which they were supplied may be subject to applicable legal requirements regarding the return or refund.
9. Damage Caused by Misuse
Sinova is not responsible for damage resulting from misuse, accidents, unauthorised modifications or failure to use a product in accordance with its intended purpose, except where South African consumer law provides otherwise.
Examples may include:
- Dropping or physically damaging the product
- Liquid damage where the product is not designed to be water-resistant
- Attempting to open, modify or repair the product
- Unauthorised repairs or alterations
- Using the product contrary to its intended purpose
If you are unsure whether an issue is covered, please contact us before assuming that your product is not eligible.
10. Refund Processing
If you are entitled to a refund, Sinova will process the refund in accordance with applicable law.
Where reasonably possible, refunds will be made using the original payment method used for the purchase.
Once processed by Sinova, your bank or payment provider may require additional time for the funds to appear in your account.
11. Missing Items
If something that should have been included in your order is missing, please contact us at:
Please provide your order number and details of the missing item. We may request photos of the package and its contents to help us investigate the issue.
12. Fraudulent or Abusive Claims
Sinova reserves the right to investigate suspected fraudulent or abusive refund or return claims.
We may request reasonable information, photographs, videos or other evidence where necessary to verify a reported issue.
Nothing in this section limits or removes any genuine consumer rights provided by applicable South African law.
13. Contact Us
If you have any questions about your order, a return, a refund or this policy, please contact us.
Email: HelloMySinova@gmail.com
We aim to respond to customer enquiries within 24–72 business hours.
Last Updated: 13 August 2026