Refund policy
Return and Refund Policy
Scope and Intent
This return and refund policy applies to all purchases made on the website Svbony.fr (published by Pleiades Solutions).
Contact Information
For any questions regarding returns and refunds, please contact our customer service at:
- Email: contact@svbony.fr
- Phone: +33 9 72 11 26 82
- Address: 60 Rue François 1er, 75008 Paris
Return Period
Customers in France have the right to cancel their purchase and return the product within 90 days of receipt without providing a reason. Customers from other countries generally have the right to cancel their purchase within a 90-day period.
Return Instructions
- Return Notification: To initiate a return, contact our customer service at contact@svbony.fr with your order number and a detailed reason for the return.
- Return Authorization: After reviewing your return request, we will provide you with detailed instructions and, if applicable, a prepaid return label.
Packaging and Shipping
- Carefully package the item in its original packaging with all tags and labels still attached.
- Include the return authorization form and any necessary documents or images.
- Download and print the return label from the link provided in our email.
Return Costs
Customers are responsible for return shipping costs unless the item is defective or not as described. In this case, Svbony.fr will cover the return shipping costs.
Specific Return and Refund Conditions
- Return for Change of Mind: If you change your mind after purchase, you can return the product within 90 days, provided it is unused, undamaged, and in its original packaging.
- Defective Products: If you receive a defective product, contact our customer service immediately for instructions. Svbony.fr will cover the return shipping costs and provide a replacement product or a refund.
- Damaged Products: If the product arrives damaged, send us photos of the damage within 48 hours of receipt. We will assess the situation and cover return costs if necessary.
- Incorrect Product Received: If you receive an incorrect product, contact us and we will arrange for return shipping and ensure you receive the correct product.
- Product Not Received: If your product never arrived, contact us so we can initiate an investigation with the carrier. If the product is not found, we will offer a full refund or a replacement product.
- Cancellation After Order: You can cancel your order before it is shipped. If the order has already been shipped, follow the return procedure after receiving the product.
Policy for Damaged or Defective Products
Upon receiving damaged or defective products, contact our customer service within 48 hours. Send us photos of the defect or damage. We will inspect the item and, if approved, provide a replacement product or a full refund.
Policy for Undamaged Products
If you change your mind, you can return the undamaged and unused product within 90 days. Make sure it is in its original packaging.
Timelines
- Return Deadline: Returns must be reported and shipped within 90 days of receiving the product.
- Return Processing: After receiving and inspecting the returned item, we will process the refund within 90 days. You will receive a confirmation email.
- Refund Conditions: A refund is approved if the product is undamaged, unused, and in its original packaging. Refunds for defective or incorrectly delivered products are approved after inspection.
- Refund Timeline: After the return is approved, it can take up to 90 days to process the refund to the original payment method.
- Refund Methods: Refunds are made to the original payment method used at the time of purchase.
Exceptions to the Return Policy
The following products cannot be returned:
- Custom or bespoke items
- Hygiene products (e.g.: socks, underwear) unless unopened and unused
Return Address
Send all returns to: Determined at the time of return
Shipping Method and Costs
- Shipping Method: DHL + Tracking and Traceability
- Estimated Return Costs: €15 - €25 depending on products
Legal Rights
This policy does not affect any applicable legal rights.
Questions?
Visit our FAQ page or contact our customer service.