Refund policy

Return and refund policy

At SVS Collective, we want you to be happy with your purchase. If you change your mind about an online purchase or experience an issue with your order, we're here to help.

1. Returns

You have the right to cancel most online orders within 14 days of receiving your order, without having to provide a reason.

If you decide to cancel your order, please contact us within 14 days of receiving your goods. Once you have notified us, you generally have a further 14 days to return the item.

To request a return, please contact us with:

Your order number
The item(s) you wish to return
Your reason for returning, if applicable

Items should be returned in their original condition and with any original tags or packaging where reasonably possible.

You are responsible for taking reasonable care of the item while it is in your possession.

2. Items That Cannot Be Returned

Certain items may be excluded from cancellation or return where permitted by law, including personalised or custom-made products.

Any applicable exclusions will be clearly stated on the product page before you place your order.

This does not affect your statutory rights in relation to faulty, damaged or incorrectly supplied goods.

3. Faulty, Damaged or Incorrect Items

If your item arrives:

Damaged
Faulty
Incorrect
Significantly different from its description

please contact us as soon as possible.

Please include your order number and photographs of the item where appropriate so that we can investigate the issue.

Where an item is faulty or otherwise does not meet your legal rights, we will provide the appropriate remedy in accordance with applicable UK consumer law.

4. Refunds

Once your cancellation has been validly made and the returned goods have been received, we will process your refund in accordance with applicable law.

Refunds will normally be issued to the original payment method.

For a valid cancellation, you will generally receive a refund of the standard delivery charge you originally paid. If you selected a more expensive delivery option, we are generally only required to refund the cost of the standard delivery service.

We may withhold a refund until we receive the returned goods or you provide evidence that you have returned them, whichever happens first.

5. Return Shipping

Unless the item is faulty, damaged or incorrectly supplied, you may be responsible for the cost of returning an unwanted item.

If the item is faulty, damaged or incorrectly supplied, please contact us before returning it so we can provide appropriate instructions.

6. Exchanges

If you would like to exchange an item for a different size or product, please contact us before sending your item back.

Depending on availability, we may be able to arrange an exchange. If the requested item is unavailable, we may instead process a refund where applicable.

7. Sale Items

Sale and promotional items remain subject to your statutory consumer rights.

A discounted price does not remove your legal rights if an item is faulty, misdescribed or otherwise does not meet the requirements of applicable consumer law.