Refund policy
Last Updated: 13 August 2026
At Sinova, we want you to be happy with your Sinova SoundLift purchase. If there is a problem with your order or product, please contact us and we will work with you to resolve the issue.
This 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?
You can contact Sinova to request a refund if:
- Your product arrives damaged.
- Your product is faulty or defective.
- You receive the wrong product or version due to an error made by Sinova.
- An item included with your order is missing.
- There is another issue with your order that gives you a right to a refund under South African law.
2. Faulty or Defective Products
If your Sinova SoundLift is faulty, defective or does not work as it should, please contact us.
For qualifying defective goods, South African law provides consumer protections including the right to return the goods within six months of delivery and, where applicable, to choose a repair, replacement or refund.
3. How to Request a Refund or Return
Email us at:
Please include:
- Your full name
- Order number
- Date of purchase
- Reason for your request
- Description of the problem
- Photos or video showing the issue, where applicable
Please do not send the product back before contacting us.
We will provide you with the appropriate return instructions.
4. Damaged Products
If your package arrives damaged, please contact us as soon as possible.
Please provide:
- Your order number
- Photos of the packaging
- Photos of the product
- A description of the damage
Please keep the original packaging until the issue has been resolved.
5. Wrong Version Selected by the Customer
The Sinova SoundLift is available in two versions:
- For iOS — 2 Mics + 2 Mic Covers
- For Type-C — 2 Mics + 2 Mic Covers
Customers are responsible for selecting the correct version for their device before completing their purchase.
If you select the wrong version by mistake, Sinova will not provide a free replacement or exchange simply because the incorrect version was selected.
Please check your phone's connector carefully before placing your order.
If you are unsure which version you need, please contact us before purchasing.
6. Wrong Version Sent by Sinova
If you ordered one version but Sinova sends you a different version by mistake, please contact us.
For example, if you ordered:
For Type-C — 2 Mics + 2 Mic Covers
but received the iOS version, contact us at Hello@mysinova.com and we will work to correct our error.
7. Change-of-Mind Returns
For qualifying online purchases, South African law may provide a 7-day cooling-off period.
If you wish to return your order because you have changed your mind, please contact us within the applicable legal period.
Where the cooling-off right applies, the return and refund will be handled in accordance with South African law.
8. Return Shipping
If the return is because:
- The product is faulty or defective;
- The product arrived damaged; or
- Sinova sent you the wrong product,
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.
9. Returned Products
Where a return is required, please return the product with the accessories supplied with your order where possible, including:
- 2 Wireless Microphones
- Receiver
- 2 Mic Covers
- Carrying Case
- Original packaging
Please package the product securely to prevent damage during return shipping.
10. Damage Caused by Misuse
Sinova is not responsible for damage caused by misuse, accidents, unauthorised modifications or failure to use the product properly, except where applicable South African law provides otherwise.
Examples include:
- Dropping or physically damaging the microphones
- Liquid damage
- Attempting to open or modify the microphones or receiver
- Unauthorised repairs
- Using the product contrary to its intended use
11. Refund Processing
If you are entitled to a refund, Sinova will process the refund in accordance with applicable law.
Refunds will generally be made using the original payment method where reasonably possible.
Your bank or payment provider may take additional time to reflect the refund in your account.
12. Fraudulent or Abusive Claims
Sinova reserves the right to investigate suspected fraudulent or abusive refund claims.
We may request reasonable information or evidence to verify a reported problem.
This does not affect genuine consumer rights.
13. Contact Us
If you have any questions about your order or our Returns & Refunds Policy, please don't hesitate to get in touch.
Sinova
Email: Hellomysinova@gmail.com
We aim to respond to all enquiries within 24–72 business hours.