At Sivana, we are committed to handling refunds in a clear, fair, and timely manner. This policy explains 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
Timeframe
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Refunds are available only for items returned within the 14-day return window outlined in our Return Policy.
Product Condition
To qualify for a refund:
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The item must be unused, unworn, and returned in its original packaging.
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All original tags, accessories, dust bags, and documentation must be included.
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The return must be pre-approved by our customer support team before shipment.
Refund Processing Time
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Refunds are processed within 7 business days after we receive and inspect the returned item.
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The refund will be issued to the original payment method used during purchase.
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Please note: Your bank or payment provider may take additional days to reflect the refund in your account.
Restocking Fee
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We do not charge a restocking fee.
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Refunds are processed for the full item value (minus applicable shipping fees where stated).
Scenarios for Refunds
Damaged or Defective Item
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If your product arrives damaged or has a manufacturing defect, a full refund will be issued, including shipping costs.
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Clear photographic evidence of the damage must be submitted within 48 hours of delivery to qualify.
Incorrect Item Received
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If you receive the wrong item, Sivana will cover all return shipping costs and issue a full refund.
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Alternatively, you may request a replacement item at no additional cost.
Change of Mind
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If you decide you no longer want the item, you may return it within the 14-day return window.
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However, in this case, the customer is responsible for return shipping charges.
Incorrect Size or Color Selected by Customer
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If the wrong size or color is selected by the customer, return shipping costs will also be the responsibility of the customer.
Exchange Requests
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We accept exchanges. If you would like a different item, you can return the original product and request an exchange for your desired item.
Non-Refundable Items
Refunds cannot be provided for:
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Items that have been worn, used, or damaged due to misuse or improper handling.
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Clearance or final-sale items marked as “non-refundable” at the time of purchase.
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Unauthorized returns that were not pre-approved by our customer support team.
Responsibility for Refunds
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If the error is Sivana’s (wrong item shipped, defective, or damaged product), we provide a full refund including shipping costs.
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If the return is based on customer preference (change of mind, incorrect size, or color), refunds will be issued for the item value only. In these cases, shipping costs are non-refundable.
Refund Confirmation
Once your refund has been issued:
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You will receive an email confirmation with the refund details.
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If your refund does not appear within the expected timeframe, please contact your bank or payment provider first before reaching out to Sivana.
Business Details
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-05:00)
Business Email: support@sivana.online
Business Phone: +1 (402) 555-0192
Policy Effective Date
Published & Effective: 14/08/2025