Refund Policy

We want you to be happy with your order. If something is not right, we will do our best to put it right. This page explains how returns, refunds and exchanges work.

If Something Is Wrong With Your Order

If your item arrives damaged, faulty or not as described, or if you receive the wrong item, please get in touch within 30 days of delivery. We will review your request and arrange a replacement or refund once the issue has been confirmed.

Your Right to Cancel

If you live in the European Union, you have the legal right to cancel your order within 14 days of receiving it, without giving a reason, under the EU Consumer Rights Directive (2011/83/EU). To use this right, email support@sarventa.com within the 14 days. Items should be returned unused and in their original packaging. Return shipping is paid by the customer, and we will refund you within 14 days of receiving the item or proof of return, whichever comes first.

How to Start a Return

Please email support@sarventa.com before the return window closes and include:

Your order number
A short description of the issue
Photos or a short video of the problem, if there is one

We will reply within 2 business days with the next steps. Please wait for our go-ahead before sending anything back, as parcels sent without it may not be accepted.

Inspecting Your Order

We recommend checking your order as soon as it arrives. If anything looks damaged or incorrect, contact us right away so we can help. Requests made more than 30 days after delivery cannot be processed.

Delivery Issues

We cannot always resolve delivery problems that come from the delivery details, for example:

An incorrect or incomplete shipping address entered at checkout.
A parcel refused by the recipient, or one the recipient was unavailable to accept.
No contact phone number provided at checkout when the carrier required one.
A parcel the carrier has confirmed as delivered. If you believe it was not received, please send us written confirmation from the carrier and we will gladly look into it.

Missing Items

If something is missing from your parcel, please tell us on the day of delivery and include clear photos of the sealed, unopened packaging showing the shipping label. This helps us sort it out quickly with the carrier.

Changing or Cancelling an Order

Orders can be changed or cancelled within 1 hour of being placed. After that, your order is already with our fulfilment team and the carrier, so we are no longer able to edit, cancel or redirect it.

Exchanges

To exchange an item, return it as described above. Once the return is accepted, place a new order for the item you would like. This is the quickest way to get the right product to you.

Refunds

Once your return has arrived and been checked, we will let you know whether the refund has been approved. Approved refunds go back to your original payment method within 10 business days, although your bank or card provider may take a little longer to show it. If more than 15 business days have passed since approval and you have not seen your refund, please email us at support@sarventa.com.

Shipping fees are refunded where the law requires it, for example when an item is faulty or incorrect.

Return Shipping

Return shipping is covered by the customer unless our team confirms the item is faulty or incorrect. We recommend a tracked service, as we cannot be responsible for parcels lost on the way back to us.

Contact

Email: support@sarventa.com
We aim to respond to all enquiries within 2 business days.