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Refund Policy
Refund Policy
At Sarventa, we want you to be fully satisfied with your purchase. This policy explains your rights and our responsibilities regarding returns, refunds, exchanges, and order issues.
Return Window
We accept return and refund requests within 30 days of the delivery date for items that are defective, damaged, or not as described. To start a return, you must contact us before the 30-day period expires. Requests submitted after this window cannot be processed.
EU 14-Day Right of Withdrawal
If you are a customer within the European Union, you have the statutory right to cancel or return your order within 14 days of receiving it, for any reason and without providing justification, under the EU Consumer Rights Directive (2011/83/EU). To exercise this right, email support@sarventa.com within the 14-day window. Items must be returned in their original, unused condition with original packaging. Return shipping costs are the customer’s responsibility. Refunds will be issued within 14 days of us receiving the returned item or proof of return, whichever is earlier.
Eligible Returns (Outside EU Withdrawal Right)
Outside of the EU statutory right of withdrawal, we accept return and refund requests only in the following cases:
- The item arrived damaged or defective
- You received the wrong item
- The product has a manufacturing fault that prevents it from functioning as described
We do not accept returns or issue refunds for change of mind, dissatisfaction with cleaning or product results, or incorrect use of the product — except where the EU 14-day withdrawal right applies.
How to Start a Return
To initiate a return, contact us at support@sarventa.com before the applicable return window expires. Your request must include:
- Your order number
- A clear description of the issue
- Photos or video showing the damage or defect
Items sent back to us without prior authorisation will not be accepted and will not be refunded.
Damages & Defective Items
Please inspect your order upon receipt. If the item is defective, damaged, or incorrect, contact us immediately at support@sarventa.com so we can evaluate and resolve the issue. We will respond within 2 business days. Claims submitted more than 30 days after delivery cannot be processed.
What We Are Not Responsible For
- Discolouration or yellowing of shoes during the washing or cleaning process. Results vary based on materials, dyes, and shoe condition — these factors are beyond our control. As best practice, always wash the laundry bag on its own before first use on white shoes, and test on a less visible area first.
- Undelivered packages where an incorrect or incomplete shipping address was provided at checkout.
- Undelivered packages where the recipient refused delivery or was unavailable to accept it.
- Packages marked as delivered by the carrier. Any claim of non-delivery must be accompanied by written confirmation from the carrier that delivery was not completed and the specific reason why. We cannot reship or refund orders where the carrier confirms successful delivery.
- Packages undelivered because no contact phone number was provided at checkout and the carrier required one.
Missing Items
Claims for missing items must be reported on the day of delivery and must include clear photos of the sealed, unopened packaging showing the shipping label. Claims submitted without this proof, or after the day of delivery, cannot be compensated.
Order Cancellation
Orders can only be cancelled within 1 hour of being placed. After this window, your order has already been registered in our system and with the carrier and cannot be stopped. Once an order is shipped, it cannot be cancelled, redirected, or recalled in transit.
Order Changes
Shipping address or other order details can only be modified within 1 hour of placing the order. After that window, changes are no longer possible as the order has already been processed.
Exchanges
To exchange an item, return it using the process described above. Once the return is accepted, place a new separate order for the item you want. This is the fastest way to ensure you receive the correct product.
Refunds
Once your return is received and inspected, we will notify you whether the refund has been approved or declined. If approved, the refund will be issued to your original payment method within 10 business days. Please note that your bank or card provider may take additional time to post the amount to your account.
Shipping fees are non-refundable in all cases, including for cancelled, returned, or refused orders.
If more than 15 business days have passed since your return was approved and you have not received your refund, please contact us at support@sarventa.com.
Return Shipping Costs
Return shipping costs are the customer’s responsibility unless the item is confirmed as defective or incorrect by our team. We recommend using a tracked return service, as we cannot accept responsibility for items lost in return transit.
Contact
Email: support@sarventa.com
We aim to respond to all enquiries within 2 business days.