We have a 14-day return policy, which means you have 14 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 hello@senvoa.com. We shall inform you about the returns process.
If your return is accepted, we’ll send you 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 hello@senvoa.com.
CUSTOMISED & PERSONALISED PRODUCTS
Customised or personalised products are made specifically to your instructions. Because these items cannot be resold, they are not eligible for returns, exchanges, or refunds unless the item arrives damaged or defective.
Please ensure all personalisation details such as names, dates, colours, symbols, and other custom inputs are entered correctly at checkout. Certain special characters and accents (such as á, é, í, ó, ú, ä, ö, ü, etc.) may not always be supported by our manufacturing equipment. If a character cannot be produced exactly as entered, we reserve the right to adjust it to the closest supported equivalent. This adjustment does not qualify the item for a return or refund.
We do not take responsibility for any spelling mistakes or incorrect details submitted by the customer.
If your customised item arrives damaged or incorrect due to our error, please contact us within 48 hours of delivery with clear photos and your order number so we can resolve the issue promptly.
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.
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 hello@senvoa.com
