Política de reembolso

Our products are carefully handcrafted in small batches, and we try to ensure that everything is to your satisfaction. However, in the event that there are major cracks on the product's bottle (candles), or if the item has been damaged during delivery, kindly contact us and we will contact you as soon as possible (if we have the item in stock, we will ship it out to you, in accordance with our store's policies as stated below).

Kindly send us photos of the damaged product(s) from all sides, to our email address, so that we can assist you better. You can look to hear from us within 72 hours.

We are unfortunately unable to provide a refund or exchange for 'change of mind' products, or items that have been personalized/customized. 

Free Gifts/Mystery Gifts

For items that come with a free gift, we will be unable to do a refund (free items do not have a purchase price at checkout), or an exchange. We are unable to accept returns for products that have been personalized-customized, or for ´change of mind´ products. 

Returns and Exchanges

If we require our products to be returned to us, due to intellectual property infringement, copyright issues, or due to other circumstances not mentioned here, we will send a Return of Product Acknowledgement form to the customer email account registered with SVColección when a purchase was made. This form will have to be filled out by the customer, as we process a return, and the form should be printed out, signed, and attached to the package that is being returned. 

We will also send a document stating the store's return policies, which should be signed (electronically, or on the document itself are both valid when it comes to Terms of Agreement as stated in the law) and sent via email to SVColección so that the entire process can be assessed by the store prior to accepting the return of the products.

We require all parcels/products being returned to us to be sent back with TRACKING (applies to domestic and international customers), with the tracking information provided to us.

The tracking information should be emailed to SVColección, along with photographical evidence that the items being shipped back were made by SVColección. The photos should be taken from all angles, and should include the original packaging. Should the original packaging have been damaged during transit, SVColección requires the customer to include additional packaging prior to the item being shipped out.

In the event that we receive items that are not in original condition (including but not limited to it being unused, not tampered with), or if the package is lost in transit, SVColección will not be able to provide a refund. The products should remain unused if the customer would like to return the products back to SVColección. 

If the items are shipped back to SVColección in original condition, the store will return at least half the cost of the products to the customer. Return shipping charges shall be absorbed by the customer. 

Should the store be unable to reach out to the customer with regards to a return of product(s), the necessary actions shall be taken.

SVColección reserves to make any changes to policies at any time, at the store's discretion. 

Exchanges

If SVColección makes a mistake, and sends out the wrong item, we will reach out to you and ensure that customer satisfaction has been met. We will process an exchange of product with an Exchange Policies document, as well as an Acknowledgement of Exchange of Product(s) form that have to be filled out by both parties, SVColección, and the customer.

Should the customer want to do an exchange of a product, SVColección reserves the right to assess the circumstances, prior to accepting any exchanges. An Exchange Policies document, as well as an Acknowledgement of Exchange of Product(s) form will have to be filled out by both parties, SVColección, and the customer, prior to the store processing an exchange. In the event that the customer chooses to keep the product that was wrongly delivered, any additional amount incurred would be adjusted at the discretion of SVColección. This applies to domestic and international customers. 

International customers should note that shipping charges will have to be fully absorbed by the customer if there is an exchange whereby SVColección is not the party that initiates the exchange.

Refund

Should there be any refunds required, SVColección reserves the right to process a partial refund, full refund, or refund in the form of store credits. 

SVColección does not allow in-store pickups, and does not allow in-store drop-offs. All returns, and exchanges will have to be mailed to the address provided by SVColección. This is to ensure safety for customers, collaborators, or any other persons involved in the return, exchange or refund process. 

For other queries, kindly contact us! We will be happy to assist you :)