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 dncvcb-xu.myshopify.com, you confirm that you have read, understood and agreed to this policy.
1. 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 a free replacement or issue a refund to your original payment method, at your choice. In most cases you will not need to ship the item back. Claims submitted after 7 days of delivery, or without photo evidence, cannot be verified and may be declined.
2. 30-Day Money-Back Guarantee (Unused Items)
We offer a 30-day money-back guarantee on unused items, subject to the following conditions:
- Authorization is required before any return. Email support@sirvella.com within 30 days of delivery to request a Return Authorization. Returns sent without prior written authorization will not be accepted and are not eligible for a refund.
- The item must be unused, in its original condition and original packaging. Items showing signs of use cannot be refunded for hygiene and resale reasons.
- Return shipping is paid by the customer. Returns must be sent with a tracked shipping method to the return address we provide during authorization. Our fulfillment locations vary by product; do not send returns to any other address.
- Once the return is delivered and inspected, we will issue a refund of the product price to the original payment method within 5-10 business days. Original shipping charges and Shipping Protection fees are non-refundable.
3. Non-Returnable
The following cannot be returned or refunded: used items, items damaged after delivery through misuse, items returned without authorization, items returned to the wrong address, and Shipping Protection.
4. 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 return terms apply. Orders placed with an incorrect shipping address provided by the customer are not eligible for a refund (see our Shipping Policy).
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. 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.
7. Contact
Sirvella Support: support@sirvella.com
We reply within 24-48 hours on business days.