Refund policy
Refund & Return Policy
At Sirvella, every order is checked before it leaves our warehouse. Please read this policy carefully before placing your order. By completing a purchase on sirvella.com, you confirm that you have read, understood and agreed to this policy.
1. 30-Day Return Guarantee — Selected Countries
We offer a 30-day return guarantee in selected countries. Whether it applies to your order depends on the delivery address:
- United Kingdom, Canada, Australia, New Zealand and the European Union. You may return an unused item in its original packaging within 30 days of delivery. Email support@sirvella.com first to request a Return Authorization; returns sent without prior written authorization cannot be accepted. Return shipping is paid by the customer and must be sent with a tracked method to the return address we provide. Once the return is delivered and inspected, we refund the product price to your original payment method within 5-10 business days.
- United States. All sales are final. We do not accept returns or issue refunds for change of mind, including items that are no longer wanted, were ordered by mistake, do not fit, or did not match a personal expectation. Please review the product description, the sizing information and the product images carefully before you order, and contact us at support@sirvella.com with any question before you complete your purchase.
This policy is disclosed on every page of this site and at checkout. Regardless of the delivery country, the following are covered for every order: items that arrive damaged, defective or wrong (Section 2), orders we cannot ship in time (Section 4), and orders that do not arrive (Section 5).
2. Damaged, Defective or Wrong Items
If your order arrives damaged, defective, or you received the wrong item, we will make it right. Contact us at support@sirvella.com within 7 days of the delivery date and include:
- Your order number,
- Clear photos (or a short video) of the item and the shipping packaging showing the issue.
Once verified, we will send you a free replacement at no cost to you. In most cases you will not need to ship the item back. If the item is no longer available, or a replacement also arrives in unacceptable condition, we will refund the product price to your original payment method within 5-10 business days. Claims submitted after 7 days of delivery, or without photo evidence, cannot be verified and may be declined.
3. Order Cancellations & Address Changes
We process orders quickly. Cancellations and address changes are only possible before your order has entered fulfillment. Contact support@sirvella.com as soon as possible; once an order has been handed to fulfillment or shipped, it can no longer be cancelled or redirected and this policy's terms apply. Orders placed with an incorrect shipping address provided by the customer are not eligible for a refund (see our Shipping Policy).
4. Orders We Cannot Ship In Time
If we are unable to ship your order within the time stated in our Shipping Policy, we will contact you before that time has passed. You may then choose to accept the revised shipping date or to cancel your order and receive a prompt full refund to your original payment method.
5. Late, Lost or Stolen Deliveries
Shipping issues, including packages marked as delivered, lost in transit or stolen, are governed by our Shipping Policy. Orders protected by Shipping Protection are covered against loss, theft and damage in transit.
6. Non-Refundable Charges
Shipping charges and Shipping Protection fees are not refundable. Where a refund is issued under this policy, it covers the product price only.
7. Contact Us First — Dispute Resolution
We resolve almost every issue within a few business days. By purchasing from Sirvella, you agree to contact us at support@sirvella.com and allow us 7 business days to resolve any problem with your order before initiating a payment dispute or chargeback with your bank or card issuer. Chargebacks filed without contacting us first, for orders with confirmed delivery, or in circumvention of this policy will be contested with full transaction evidence, including delivery confirmation, checkout policy disclosure and all correspondence.
8. Contact
Sirvella Support: support@sirvella.com
We reply within 24-48 hours on business days.