This Returns and Refund Policy explains the conditions, procedures, and rights relating to cancellations, returns, exchanges, faulty products, and refunds for purchases made through our website.
Company: Sivelle
Address: 231 HIGH STREET, ARLESEY, SG15 6SZ
Telephone: +44 7776611741
Email: support@sivelle.online
1. Scope of This Policy
This policy applies to hoodies and other goods purchased directly through our website. It explains how customers may cancel an order, return eligible goods, request a refund, and report products that are faulty, damaged, incorrect, or not as described.
Nothing in this policy is intended to limit or exclude any statutory rights available to consumers under applicable United Kingdom consumer protection law.
2. Right to Cancel an Online Order
Customers purchasing goods online generally have the right to cancel their order without providing a reason.
The cancellation period begins when the order is placed and ends 14 days after the day on which the customer, or a person nominated by the customer, receives the goods.
Where an order contains several items delivered separately, the cancellation period will generally run from the day after the final item is received.
To exercise the right to cancel, the customer must clearly inform us of the decision to cancel before the cancellation period expires.
Customers may contact us by email at support@sivelle.online or by telephone at +44 7776611741.
3. Returning Goods After Cancellation
After notifying us that an order is being cancelled, customers should return the relevant goods without unnecessary delay and no later than 14 days after informing us of the cancellation.
Returned items should be securely packaged to reduce the risk of damage during transportation.
Customers should include sufficient information with the return to allow us to identify the order, such as the customer name, order number, and contact details.
Customers are responsible for ensuring that returned goods are properly addressed and dispatched.
4. Condition of Returned Products
Customers may inspect a hoodie or other product to the extent reasonably necessary to determine its nature, characteristics, size, fit, and general condition.
Returned products should, wherever reasonably possible, be:
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Clean
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Unwashed
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Unaltered
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Free from avoidable stains
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Free from strong odours
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Free from avoidable damage
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Returned with the original labels and packaging where these are still available
A customer does not automatically lose the right to cancel simply because packaging has been opened.
However, where a customer has handled a product more than would reasonably be permitted when examining it in a physical shop, we may be entitled to reduce the refund to reflect any reduction in the value of the goods, where permitted by applicable law.
5. Trying on Hoodies
Customers may normally try on a hoodie to determine whether its size, style, and fit are suitable.
Customers should take reasonable care when trying on clothing.
Products should not be worn for extended periods, washed, altered, deliberately damaged, or used in a manner that goes beyond what is reasonably necessary to inspect the product.
Evidence of excessive use may affect the amount refundable where applicable law permits a deduction for diminished value.
6. Change-of-Mind Returns
Where a customer changes their mind about an eligible online purchase, the customer may exercise the applicable statutory cancellation right within the required cancellation period.
The customer does not need to provide a reason for exercising this right.
Once a valid cancellation request has been received and the goods have been returned in accordance with this policy, the appropriate refund will be processed.
This section does not affect additional rights available where goods are faulty, damaged, incorrect, or not as described.
7. Faulty or Defective Goods
All products supplied must meet applicable legal standards.
If a hoodie or other product is faulty, defective, not of satisfactory quality, not fit for its normal purpose, or does not match its description, customers may have statutory rights to a refund, repair, or replacement.
Customers should contact us as soon as reasonably possible after discovering a fault and provide:
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The order number
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The name associated with the order
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A description of the problem
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Information identifying the affected product
Where reasonably necessary, we may request photographs or other information to help us understand the reported problem before arranging the appropriate solution.
Nothing in this section limits the customer's statutory rights.
8. Short-Term Right to Reject Faulty Goods
Under applicable United Kingdom consumer law, customers may have a short-term right to reject goods that do not meet the required legal standards.
For qualifying goods, this right generally lasts for 30 days from the relevant date determined by applicable law.
Where the short-term right to reject applies, the customer may be entitled to a refund rather than being required to accept a repair or replacement.
Rights may continue after this initial period, including rights relating to repair, replacement, price reduction, or final rejection where legally applicable.
9. Damaged Products
If a product arrives damaged, customers should contact us as soon as reasonably possible.
The customer should provide the order details and explain the nature of the damage.
Where appropriate, photographs of the damaged product and its packaging may be requested to assist with assessing the issue.
If the damage occurred before the customer became responsible for the goods, we will provide an appropriate remedy in accordance with applicable consumer law.
The available remedy may include a refund or replacement depending on the circumstances and the customer's legal rights.
10. Incorrect Products
If a customer receives a product that differs from the product ordered, the customer should contact us as soon as reasonably possible.
Examples may include:
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Receiving the wrong hoodie
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Receiving the wrong size compared with the size ordered
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Receiving the wrong colour compared with the product ordered
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Receiving a different quantity from the quantity ordered
Where the mistake was made by us, we will arrange an appropriate solution and customers will not be required to bear return costs resulting from our error where applicable.
11. Products Not as Described
Products supplied must correspond with the descriptions provided at the time of purchase.
If a customer believes that a product materially differs from its description, the customer should contact us and explain the issue.
We will review the order and product information and provide an appropriate remedy where the product does not conform to the contract.
Differences caused solely by reasonable variations in screen settings or display characteristics will be considered in light of the circumstances and applicable law.
12. Return Shipping Costs
For a standard change-of-mind cancellation, the customer may be responsible for the direct cost of returning the goods where permitted by applicable law.
Where a return is required because the product is faulty, damaged, incorrect, or otherwise does not conform to the contract, return costs will be handled in accordance with the customer's statutory rights.
Customers should contact us before returning faulty, damaged, or incorrect goods so that appropriate return instructions can be provided.
Customers should keep appropriate evidence of dispatch until the return has been completed.
13. Original Delivery Charges
Where a customer validly cancels an entire order under the applicable statutory cancellation right, the refund will include the amount paid for the goods and the applicable standard outbound delivery charge where required by law.
If the customer selected a more expensive delivery service than the least expensive standard delivery option offered, we are not required to refund the additional cost of the upgraded delivery service where the law allows this.
Where only part of an order is returned, the treatment of original delivery charges will depend on the circumstances and applicable legal requirements.
14. Refund Processing
Where a refund is due following a valid cancellation, it will be processed without unnecessary delay and within the time required by applicable law.
For returned goods, we may be permitted to delay the refund until:
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We receive the returned goods, or
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The customer provides satisfactory evidence that the goods have been sent back
whichever occurs first, where applicable.
Refunds will normally be made using the same payment method originally used for the transaction unless another method has been expressly agreed.
Customers will not be charged a fee solely for receiving a statutory refund.
15. Refund Amount
The amount refunded will depend on the reason for the return and the circumstances of the order.
A valid full cancellation may include:
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The purchase price of the returned goods
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Applicable standard outbound delivery charges where legally required
A deduction may be made for any reduction in the value of goods caused by handling beyond what is reasonably necessary to establish their nature, characteristics, and functioning, where such a deduction is permitted by law.
We will not make deductions that unlawfully restrict a customer's statutory rights.
16. Exchanges
Customers who wish to change the size or other variation of a hoodie should contact us.
Where an exchange can be accommodated, it may depend on product availability.
If the required replacement product is unavailable, the customer may return the original product in accordance with the applicable cancellation or return rights and receive any refund to which the customer is entitled.
An exchange does not remove or reduce any statutory rights relating to faulty or misdescribed goods.
17. Missing Refunds
After we have confirmed that a refund has been issued, the time required for the refunded amount to appear may depend on the customer's bank, card provider, or payment provider.
If a customer believes that a refund has not been received after a reasonable processing period, the customer should first check the relevant payment account.
The customer may then contact us at support@sivelle.online with the relevant order information so that we can review the status of the refund.
18. Sale and Promotional Products
Products purchased during a sale, discount, or promotional period remain subject to applicable statutory consumer rights.
A reduced price does not remove a customer's legal rights if the product is faulty, not as described, or otherwise fails to conform to the contract.
Change-of-mind cancellation rights for eligible online purchases also continue to apply where required by law.
Where a product was discounted specifically because of a clearly disclosed defect, the customer's rights in relation to that disclosed defect may differ from circumstances where the defect was not disclosed.
19. Proof of Purchase and Return Information
Customers requesting a return, refund, repair, replacement, or other remedy should provide sufficient information for us to identify the transaction.
This may include:
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Order number
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Customer name
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Email address used for the order
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Product information
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Reason for contacting us
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Information relating to any reported fault or damage
We may use this information to confirm the transaction and process the customer's request.
A missing original receipt does not automatically remove statutory rights where the customer can provide another reasonable form of proof of purchase.
20. Contact for Returns and Refunds
For questions concerning cancellations, returns, faulty goods, damaged products, incorrect orders, exchanges, or refunds, customers may contact:
Sivelle
231 HIGH STREET
ARLESEY
SG15 6SZ
United Kingdom
Telephone: +44 7776611741
Email: support@sivelle.online
When contacting us, customers should provide their order number and sufficient details about the request so that the matter can be reviewed efficiently.
This Returns and Refund Policy must be interpreted consistently with applicable United Kingdom consumer protection law. If any provision of this policy conflicts with a mandatory statutory consumer right, the applicable statutory right will take priority.