Refund policy
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at souveragifting@gmail.com. Please note that returns will need to be sent to the following address: [INSERT RETURN ADDRESS]
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at souveragifting@gmail.com.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at souveragifting@gmail.com.
# Returns, Replacements & Refunds Policy
**Effective Date:** [●]
**Last Updated:** [●]
At Souveraa, each 999 silver-plated gift item is prepared and packed with care. As these items are intended for gifting and may be delicate, we follow a **damage-only return and replacement policy**.
## 1. No Returns for Change of Mind
We do not accept returns, exchanges, or refunds for:
- change of mind;
- personal preference, including colour, size, finish, or design preference;
- gifting decisions;
- an incorrect address, product selection, or order placed by the customer; or
- ordinary variations reasonably visible in product photographs or descriptions.
Please review product descriptions, dimensions, finish details, and delivery information carefully before placing an order.
## 2. Damaged, Defective, or Incorrect Items
If your order arrives damaged, defective, materially different from what you ordered, or incomplete, please notify us within **48 hours of delivery**.
To help us assess the issue quickly, please share:
- a clear, continuous unboxing video recorded from the moment the sealed outer package is opened;
- clear photographs of the outer packaging, shipping label, product, and visible damage or issue;
- your order number; and
- a brief description of the concern.
The unboxing video should clearly show the package before opening, the shipping label, the opening of the package, and the condition of the item received. We strongly recommend recording it without pauses, edits, or cuts.
An unboxing video is the preferred evidence for transit-damage claims. Where such a video is unavailable, we may request other reasonable evidence and will assess the claim in accordance with applicable law.
## 3. Review and Resolution
After receiving your request and supporting materials, we will review the claim. If the claim is approved, the available resolution may include:
- replacement of the damaged, defective, incorrect, or missing item;
- replacement with a substantially similar item, where the original item is unavailable; or
- a refund, where replacement is not reasonably possible or where required by applicable law.
We may ask you to return the affected item before processing a replacement or refund. Do not return an item unless we have provided return instructions.
## 4. Return Conditions for Approved Claims
For an approved return:
- the item must be unused and returned with its original packaging, tags, inserts, and any complimentary items, unless the nature of the damage prevents this;
- return shipping instructions will be provided by us;
- do not send any item back without approval, as unauthorised returns may not be accepted; and
- if a claim is approved as a genuine damage, defect, incorrect-item, or missing-item case, we will communicate whether return shipping will be arranged or reimbursed.
## 5. Claims That May Not Be Accepted
Subject to applicable law, a claim may not be accepted where:
- it is raised after 48 hours of delivery without a reasonable explanation;
- the item has been used, altered, repaired, mishandled, or damaged after delivery;
- the issue results from normal wear and tear, improper storage, contact with chemicals, moisture, perfume, cosmetics, harsh cleaning agents, or accidental damage after delivery;
- the alleged issue is based solely on normal, non-material variations in colour, finish, texture, dimensions, or product photography; or
- the claim is unsupported after we have reasonably requested information needed to assess it.
## 6. Refund Method and Timing
Where a refund is approved, it will ordinarily be issued to the original payment method used for the purchase, unless another method is required or agreed.
Refund timing can vary depending on the payment method, bank, payment gateway, and processing time. We will notify you once the refund has been initiated.
## 7. Cancellation
Cancellation requests are accepted only before an order has been processed or dispatched. Once an order has been dispatched, it cannot ordinarily be cancelled and will be governed by this Policy.
To request cancellation, contact us immediately at [Support Email] or [Phone/WhatsApp Number] with your order number.
## 8. Contact Us
For a damage, defect, incorrect-item, missing-item, cancellation, return, replacement, or refund query, contact:
**Souveraa / [Legal Entity Name]**
**Email:** [Support Email]
**Phone / WhatsApp:** [Phone Number]
**Address:** [Business Address]
Please include your order number and registered contact details in every request.
## 9. Your Legal Rights
This Policy is intended to clearly explain Souveraa’s commercial return process. It does not limit rights or remedies that cannot be excluded under applicable consumer-protection law.