At Sivana, we are committed to handling refunds in a clear, fair, and timely manner. This policy outlines the eligibility criteria, timeframes, and processes for refunds in different situations such as receiving a damaged product, an incorrect item, or a return requested by the customer.
Eligibility for Refunds
Refunds are available only for items returned within the 30-day return window mentioned in our Return Policy. To qualify:
- The item must be unused, unworn, and in its original packaging.
- All original tags, accessories, and documentation must be included.
- The return must be pre-approved by our support team.
Refund Processing Time
- Refunds are processed within 14 business days after receiving and inspecting the returned item.
- The refund will be issued to the original payment method used during purchase.
- Your bank or payment provider may take additional days to show the refund on your statement.
Restocking Fee
- A 10% restocking fee applies to returns initiated for reasons such as change of mind, incorrect size, or wrong color selected by the customer.
- No restocking fee applies if the return is due to our error (damaged item or wrong product shipped).
Scenarios for Refunds
1. Damaged or Defective Item
- If your product is damaged upon delivery or has a manufacturing defect, a full refund will be issued, including shipping costs.
- Clear photos of the damage must be submitted within 48 hours of delivery.
2. Incorrect Item Received
- If you receive the wrong item, we will cover all return shipping costs and provide a full refund.
- You may also request a replacement at no extra cost.
3. Change of Mind
- Refunds will be issued minus the 10% restocking fee and excluding shipping costs.
- Customers are responsible for return shipping charges.
4. Incorrect Size or Color Selected by Customer
- Refunds will be issued minus the 10% restocking fee, and return shipping costs will be covered by the customer.
5. Exchange Requests
- We do not process direct exchanges. Please return the original product for a refund and place a new order for the desired item.
Non-Refundable Items
We cannot provide refunds for:
- Items worn, used, or damaged due to misuse.
- Clearance or final-sale items marked as non-refundable.
- Unauthorized returns not pre-approved by our team.
Responsibility for Refunds
- Sivana’s Error: Full refund including shipping.
- Customer’s Preference: Refund minus applicable fees; shipping costs are non-refundable.
Refund Confirmation
Once your refund is issued:
- You will receive a confirmation email with the refund details.
- If the refund does not appear within the expected time, contact your bank or payment provider before reaching out to us.
Contact Information
Business Name: Sivana
Business Address: 3220 N 83rd St, Omaha, NE 68134, United States
Business Hours: Monday to Friday – 9:00 AM to 5:00 PM (GMT-06:00, observes daylight saving time – GMT-05:00 during DST)
Customer Support Email: support@sivana.online
Customer Support Phone: +1 (402) 555-0192
Published Date: 14/08/2025