Refund Policy
PLEASE NOTE THAT WE DO NOT OFFER FREE RETURNS; FEES APPLY.
Returns:
Is it possible to return my order?
Yes, it is possible.
If you are not satisfied with the items ordered, you have the option to return them within 30 days of receipt.
In this case, the order must meet the following conditions:
1. The order still contains all necessary parts and components, and the packaging is
intact.
2. The product has been handled normally; breakage due to improper handling is excluded.
3. Hygiene products have been thoroughly cleaned before return.
4. The product was found to be defective upon receipt.
5. Shipping costs are the responsibility of the customer.
6. The return will be processed within 7 business days and, if the conditions are met, officially confirmed within this period.
*We reserve the right to refuse returned items if we suspect they have been used or damaged beyond our control.
How do I return my order?
If your order meets the above conditions, please follow these steps to initiate the return process:
- Send an email to: support@sorvain.co.uk
- Make sure the email contains the following information:
Order number
Reason for return
Photo of the product in case of breakage
Customer's first and last name
Customer's address
We will then contact you to provide the return address.
Never send the product back to the sender; we will provide you with the correct address after your
request. Return shipping costs are your responsibility.
CANCELLATION POLICY
The consumer has a right of withdrawal in accordance with the following provisions if they are a natural person who enters into a legal transaction for purposes that are not primarily attributable to their commercial or professional activity:
A. CANCELLATION CONDITIONS
Right of withdrawal
The withdrawal period is 30 days from the day on which you, or a third party other than the carrier and designated by you, physically take possession of the last good.
As our system is fully automated, orders are executed as soon as they are validated.
Therefore, we cannot interrupt the shipping process before delivery and no refund is possible after receipt of the goods.
To exercise your right of withdrawal, you must inform us (STORE NAME) of your decision to withdraw from this contract by means of a clear statement (e.g., by email). The withdrawal is effective when we have received the goods. Return costs are borne by the buyer.
Tracking of ongoing shipments
As our products are shipped from Asia, transit times may be longer and beyond our control. If the goods are already in transit, withdrawal is no longer possible. Please wait to receive the goods before returning them to us. You can, of course, inform us of your withdrawal beforehand.
In order to ensure a prompt return, we ask you to provide us with proof of shipment.
Consequences of withdrawal:
If you withdraw from this contract, we will refund all payments received from you, with the exception of delivery costs (excluding additional costs associated with a delivery method other than the cheapest standard delivery we offer), without delay and no later than fourteen days after receiving your withdrawal notification and the goods. This refund will be made using the same payment method as used in the original transaction, unless expressly agreed otherwise by you; this refund is in no way free of charge for you.