policy-refund

At SVKCart, your satisfaction is our top priority. If you're not completely happy with your purchase, we make returns and refunds simple and hassle-free.

• 14-day return window from the date of delivery
• Full refund or exchange on eligible items
• Free return shipping for defective, damaged, or wrong items
• Lost package protection — we cover packages lost in transit

To be eligible for a return, the following conditions must be met:

• The return request must be initiated within 14 calendar days of receiving your order
• The item must be unused, unworn, and unwashed
• The item must be in its original packaging with all tags, labels, and accessories intact
• The item must not be marked as "Final Sale" or "Non-Returnable" on the product page
• You must provide a valid Order ID and proof of purchase (order confirmation email or invoice)

We reserve the right to reject returns that do not meet the above criteria. Items received back in damaged, used, or altered condition will be returned to you at your expense.

For hygiene, safety, and regulatory reasons, the following categories are not eligible for return or exchange:

• Personal care & beauty products — Skincare, hair care, cosmetics, fragrances (if opened or used)
• Intimate/undergarments — Innerwear, lingerie, socks
• Perishable goods — Food items, supplements with broken seals
• Customized/personalized items — Engraved, monogrammed, or made-to-order products
• Gift cards and downloadable digital products
• Items marked "Final Sale" on the product page or during checkout
• Items damaged by misuse, negligence, or improper handling after delivery

Follow these simple steps to initiate a return:

1. Contact Us — Email support@svkcart.com within 14 days of delivery with your Order ID, the item(s) you wish to return, and the reason
2. Approval — Our team will review your request and respond within 24 hours with return instructions and a Return Authorization (RA) number
3. Pack the Item — Securely pack the item in its original packaging. Write the RA number clearly on the outer package
4. Ship It Back — Ship the package using the method specified in our return instructions. We'll provide a prepaid shipping label for eligible items
5. Inspection & Refund — Once we receive and inspect the item (within 3 business days of receipt), we'll process your refund or exchange

Once your returned item is received and passes inspection, your refund will be processed as follows:

We offer one-time free exchanges for size or color swaps on eligible items within 14 days:

• Same product, different size/color — No additional cost (subject to availability)
• Different product — Treated as a return + new order. You'll receive a refund for the original item, and the new item will be charged separately
• Price difference — If exchanging for a higher-priced item, you'll pay the difference. If lower, the difference is refunded

To request an exchange, email support@svkcart.com with your Order ID and the new size/color you'd like.

If you receive an item that is damaged, defective, or not what you ordered, we will make it right — no questions asked.

1. Report within 48 hours of delivery for fastest resolution
2. Provide evidence — Email us clear photos or a short video showing the damage/defect and the packaging
3. We'll resolve it — You'll receive either a full refund, a replacement, or store credit (your choice) within 3–5 business days

We understand how frustrating a lost package can be. SVKCart provides full protection for packages lost in transit.

When is a package considered lost?

• Tracking stopped: No tracking update for 20+ business days from the ship date, or carrier confirms the package is lost
• Marked as delivered but not received: If tracking shows "Delivered" but you did not receive the package, report within 5 business days of the delivery date

What we do:

1. We file an investigation with the shipping carrier (this may take 5–7 business days)
2. If the carrier confirms the package is lost, or the investigation is inconclusive, we will offer you a full refund or a free re-shipment of your order — your choice
3. For high-value orders (above £100), we may require a signed declaration form before processing the claim

The following additional terms apply for return shipments:

• We provide free return shipping labels for all eligible returns
• Items must be shipped back using our provided label to ensure proper tracking
• Any customs duties or taxes paid on the original order are non-refundable by SVKCart (contact your local customs authority for duty refund claims)
• Refunds are processed in GBP. Exchange rate differences are not compensated

You may cancel your order under the following conditions:

• Before shipment: Full refund processed within 3–5 business days. Email us immediately at support@svkcart.com
• After shipment but before delivery: You may refuse delivery. Once the package is returned to us, a refund will be processed minus any shipping charges already incurred
• After delivery: Standard return policy applies (14-day window)

In certain cases, a partial refund may be issued instead of a full refund:

• Missing original packaging, tags, or accessories — Up to 20% deduction
• Signs of use or wear — Up to 30% deduction (if the item is still in resalable condition)
• Return initiated after 14 days (but within 30 days, at our discretion) — Up to 15% restocking fee
• Free gift included with order — If the free gift is not returned, its value will be deducted from the refund