Refund policy
This section explains the statutory right of withdrawal available to consumers. It is separate from the voluntary commercial returns and exchanges policy described below, which offers additional benefits.
Withdrawal period
Consumers have 14 calendar days to withdraw from the contract without giving any reason and without penalty.
The withdrawal period begins on the day the consumer, or a third party indicated by the consumer other than the carrier, takes physical possession of the goods.
How to exercise the right of withdrawal
To exercise the right of withdrawal, the consumer must notify SVVVA of their decision before the withdrawal period expires by means of an unequivocal statement sent to:
Sirats Barandiaran Mandaluniz — SVVVA
Carrer Queixans 18-20, 2n 2a
08032 Barcelona
Spain
Email: info@offsvvva.com
The withdrawal form included at the end of this policy may be used, although its use is not compulsory.
Consequences of withdrawal
In the event of withdrawal, SVVVA will refund all payments received, including the standard outbound delivery costs, without undue delay and, in any event, within a maximum of 14 calendar days from the date on which the decision to withdraw is communicated.
The refund will be made using the same payment method used for the original purchase, unless expressly agreed otherwise. No additional charge will be made for the refund.
If the consumer selected a delivery method other than the least expensive standard delivery option offered by SVVVA, the additional cost will not be refunded.
SVVVA may withhold the refund until the returned goods have been received or until the consumer provides evidence that the goods have been returned, whichever occurs first.
Return shipping costs
When the withdrawal is due to a change of mind, the consumer must bear the direct cost of returning the goods.
SVVVA will bear the return costs in full when the return is due to:
An error made by SVVVA.
A defect in the piece.
Delivery of an incorrect product.
In all cases, regardless of who bears the return shipping costs, SVVVA will refund the standard outbound delivery costs.
Condition of returned goods
The consumer is only liable for any diminished value of the goods resulting from handling beyond what is necessary to establish their nature, characteristics and functioning.
The goods must be returned without undue delay and, in any event, within a maximum of 14 calendar days from the date on which the withdrawal is communicated.
Exceptions to the right of withdrawal
In accordance with Article 103 of the Consumer Act, the right of withdrawal does not apply to:
Goods made to the consumer’s specifications or clearly personalised.
To avoid any ambiguity:
Catalogue pieces purchased in one of the sizes offered on the website are subject to the right of withdrawal, even when they are made individually after the order is received. Made to order is not the same as personalised.
Pieces made in a size not offered on the website are not subject to the right of withdrawal.
Engraved pieces are not subject to the right of withdrawal.
Pieces incorporating a modification specifically requested by the buyer are not subject to the right of withdrawal.
One-off bespoke commissions are not subject to the right of withdrawal.
For personalised commissions, SVVVA will expressly inform the buyer of the loss of the right of withdrawal before accepting the commission and before receiving payment. The buyer’s express confirmation will also be requested.
COMMERCIAL RETURNS AND EXCHANGES
In addition to the statutory right of withdrawal described above, SVVVA voluntarily offers the following commercial returns and exchanges policy.
Returns
A return may be requested within 15 calendar days of receiving the order.
To request a return, contact info@offsvvva.com and include:
The order number.
The name of the piece.
The reason for the return.
Size exchanges
The first size exchange is completely free.
SVVVA will cover:
The cost of returning the original piece.
The cost of sending the replacement piece.
From the second size exchange relating to the same order onwards, the shipping costs must be paid by the buyer.
Condition of returned pieces
Pieces must be returned:
Unworn.
Without signs of use or damage.
In their original packaging.
Bespoke and personalised pieces
Made-to-measure, bespoke or personalised commissions cannot be returned or exchanged, except in the event of a manufacturing defect.
WITHDRAWAL FORM
Complete and send this form only if you wish to withdraw from the contract.
To:
Sirats Barandiaran Mandaluniz — SVVVA
Carrer Queixans 18-20, 2n 2a
08032 Barcelona
Spain
Email: info@offsvvva.com
I hereby give notice that I withdraw from my contract of sale of the following goods:
Product(s):
Order number:
Order date:
Date received:
Consumer’s name:
Consumer’s address:
Signature, only if submitted on paper:
Date: