RETURNS & REFUNDS POLICY

svvay.xyz

Effective Date: 7 June 2026

1. Overview

Svvay ("we", "us", "our") wants every customer to be satisfied with their purchase. This Returns and Refunds Policy sets out the conditions under which you may return a Product purchased through svvay.xyz (the "Site") and your entitlement to a refund. This policy forms part of and should be read alongside our Terms and Conditions of Sale and Use.

To initiate a return or raise a concern about your order, please contact us at svvay.co@gmail.com.

 

2. Return Window

You may request a return within fourteen (14) calendar days of the date on which your order is delivered (the "Return Window"). Requests received after this period will not ordinarily be accepted, except in cases involving a confirmed product defect or fulfilment error on our part.

 

3. Eligibility for Return

3.1  To be eligible for a return, the following conditions must be satisfied at the time the Product is received back by us:

•        The Product must be unused and unworn.

•        The Product must be in its original, undamaged condition, free from marks, odours, or signs of use.

•        All original tags, labels, and packaging must be intact and included.

•        The return must be initiated within the Return Window specified in clause 2.

3.2  Svvay reserves the right to decline any return that does not satisfy the above conditions. Where a return is declined, the Product will be sent back to you at your cost.

 

4. Non-Returnable Items

The following Products are not eligible for return under any circumstances, except where they are received in a defective or materially non-conforming condition:

•        Items that have been personalised, customised, or made to order at your specific request.

•        Sealed hygiene-sensitive items that have been opened or unsealed following delivery.

•        Items purchased at a sale price or with a promotional discount applied, unless such items are faulty or not as described.

If you are uncertain whether your item qualifies for return, please contact us at svvay.co@gmail.com prior to sending anything back.

 

5. How to Make a Return

5.1  To initiate a return, please email svvay.co@gmail.com within the Return Window with the following information:

•        Your full name and order number.

•        The item(s) you wish to return.

•        The reason for the return.

5.2  We will review your request and respond within three (3) to five (5) business days with return instructions. Please do not send any item back before receiving confirmation from us, as unrequested returns may not be accepted.

5.3  You are responsible for return shipping costs unless the return arises from a defect or an error on our part. We recommend using a tracked shipping service, as Svvay cannot accept liability for items lost or damaged in transit on return.

 

6. Refunds

6.1  Upon receipt and inspection of your returned item, we will notify you of the outcome of our assessment. If the return is approved, a refund will be issued to your original payment method within seven (7) to fourteen (14) business days.

6.2  The refund will cover the purchase price of the returned item(s). Original delivery charges are non-refundable unless the return is the result of a defect or a fulfilment error by Svvay.

6.3  Where a partial return is made in respect of an order containing multiple items, only the value of the returned item(s) will be refunded.

6.4  Refund processing times may vary depending on your payment provider. Svvay is not liable for delays caused by your bank or payment processor once the refund has been issued from our end.

 

7. Faulty or Defective Items

7.1  If you receive an item that is defective, damaged in transit, or materially different from what was described on the Site, you must notify us at svvay.co@gmail.com as soon as reasonably practicable upon discovery, and in any event within fourteen (14) days of delivery.

7.2  Please include a description of the fault and, where possible, supporting photographs. We will assess your report and, upon confirmation of the defect, offer you either:

•        A full refund inclusive of all delivery and return postage costs; or

•        A replacement item, subject to availability.

7.3  A claim under this clause will not be upheld where the damage or defect is attributable to misuse, accidental damage, normal wear and tear, or unauthorised alteration or repair.

 

8. Incorrect Orders

If we dispatch an item that does not correspond to your order, or deliver to an incorrect address due to an error on our part, we will arrange for collection and redelivery, or issue a full refund, at no cost to you. Please contact svvay.co@gmail.com promptly upon identifying any such discrepancy.

 

9. Exchanges

At this time, we do not offer direct exchanges. If you wish to receive a different size, colour, or item, please return the original product in accordance with this policy and place a new order for the desired item through the Site.

 

10. Consumer Rights

This policy does not affect any statutory rights you may have as a consumer under applicable Singapore legislation, including rights in respect of goods that are not of satisfactory quality, not fit for purpose, or not as described.

 

11. Amendments

Svvay reserves the right to update this Returns and Refunds Policy at any time. The current version will always be available on the Site. Changes take effect upon publication and apply to orders placed after that date.

 

12. Contact

For all returns, refund enquiries, or related concerns, please contact us at:

Svvay

Email: svvay.co@gmail.com
Instagram: svvayco

Website: svvay.xyz