Refund policy

📦 30-Day Quality Guarantee (Refund — No Return Required)

We stand behind the quality of our products. If your item arrives defective, damaged, or incorrect, or develops a functional issue within 30 days of delivery, you may be eligible for a refund —no physical return required in most cases.

To qualify:

  • Shipping damage or incorrect items must be reported within 48 hours of delivery
  • Product defects must be reported within 30 days of delivery
  • You must provide proof of purchase
  • You must submit clear, well-lit photos of the item and packaging
  • If the product has been opened or used, a short video clearly showing the issue is required

All claims must be authorized in advance. Unauthorized returns or unsolicited shipments will not be processed or refunded.

📌 We review all claims based on the evidence provided and reserve the right to determine whether a refund will be issued at our sole discretion.

Contact: info@svierra.com

Cosmetic Variation Notice

Note: Due to batch manufacturing, some cosmetic variations such as button design may differ from the images shown. These differences are purely visual and do not affect the product’s performance or function.

🔸 These variations do not qualify as product defects, damage, or incorrect items under our refund policy.

Change-of-Mind Returns (When Applicable)

We do not accept returns for hygiene-sensitive or personal care items that have been opened or unsealed.

If your item is not hygiene-sensitive, and you wish to return it for reasons unrelated to damage or defect (e.g., you changed your mind), you may request a return within 30 days of delivery.

To qualify:

  • The item must be unused, undamaged, and in its original sealed packaging
  • You must obtain written approval before sending any return
  • Return shipping costs are the customer’s responsibility

📌 Returns that do not meet the eligibility criteria and have not been approved in advance will not be accepted or refunded.
Please ensure your item qualifies before returning it.

Contact: info@svierra.com to request a return authorization.

Non-Returnable Items (Except if Defective, Damaged, or Incorrect)

Certain items are non-returnable due to hygiene or product-type restrictions, unless they are proven to be defective, damaged, or incorrect. These include:

  • Hygiene-sensitive personal care items (e.g., hair curlers, grooming tools, facial devices)
  • Opened or used products
  • Discounted or final sale items
  • Gift cards

📌 These items may still qualify for a refund or replacement if:

  • Shipping issues are reported within 48 hours of delivery
  • Product defects are reported within 30 days of delivery
  • Sufficient photo and video evidence is provided
  • The item shows no signs of misuse or intentional damage

We reserve the right to assess the submitted evidence and determine whether a refund will be issued at our sole discretion. Physical return may not be required.

Cancellations & Exchanges

  • We do not accept cancellations once an order has been placed and processing has begun
  • We do not offer exchanges. If you want a different item, please request a return (if eligible) and place a new order

Refund Process

Once your refund request or return is authorized and evidence reviewed, we will notify you of our decision.

If approved:

  • A refund will be issued to your original payment method within 10 business days
  • Please allow additional time for your bank or card provider to post the refund
  • If 15 business days have passed since your refund was approved and you haven’t received it, contact us at info@svierra.com

📌 These terms apply in conjunction with our 30-Day Quality Guarantee and Non-Returnable Items policy.

International Orders & EU Customer Rights

If your order is delivered within the European Union, you may have additional rights:

  • Under EU law, consumers have a 14-day right of withdrawal from the date of delivery
  • However, this right does not apply to hygiene-sensitive products that have been unsealed or used, per Article 16(e) of Directive 2011/83/EU
  • For such products, the withdrawal right expires once the hygiene seal is broken
  • You still retain refund rights if the item is defective, damaged, or incorrect, even if opened

Customers are responsible for ensuring that hygiene-sensitive items are returned unopened and in original condition to qualify under the 14-day right of withdrawal.

To submit a claim under EU law, contact us within the applicable timeframe at info@svierra.com, providing proof of purchase and relevant photo/video evidence.

Governing Law

This policy and any disputes arising under it are governed by the laws of the Netherlands.
Where required by local consumer protection law, you may initiate proceedings in your country of residence.