REFUND POLICY

At SAVIÈN, we want you to feel confident when purchasing from us. We understand that choosing jewellery online can sometimes be difficult, so we have created a straightforward returns and exchanges process.

This policy applies to purchases made directly through the SAVIÈN website. Nothing in this policy limits or replaces any statutory consumer rights available to you.

RETURNS

You have 14 days from the date your order is delivered to notify us that you would like to return an item for a refund.

Once your return request has been accepted, you must send the item back within a further 14 days.

To qualify for a return, the jewellery should be:

Unworn and unused, except for the handling reasonably necessary to inspect it
Free from marks, scratches, damage or signs of wear
Returned with any original tags, pouches, boxes and packaging

All jewellery items may be returned, provided they meet the conditions set out in this policy.

We reserve the right to reduce the amount refunded where an item has been handled beyond what would reasonably be permitted when inspecting it, resulting in damage, wear or a reduction in its value.

STARTING A RETURN

To request a return, email info@savienofficial.com with:

Your full name
Your order number
The item you would like to return
The reason for your return

Once your request has been reviewed, we will provide the return instructions and the address to which your parcel must be sent.

Please do not return an item without contacting us first. Returns sent without prior authorisation may be delayed, refused or returned to the sender.

RETURN SHIPPING

Customers are responsible for arranging and paying for return shipping.

Return shipping costs must be paid separately and will not be deducted automatically from your refund.

We strongly recommend using a tracked postal service and retaining your proof of postage until your return has been completed. SAVIÈN cannot be held responsible for parcels that are lost, damaged or delayed while being returned to us.

The condition of the returned jewellery remains the customer’s responsibility until it has been received by our returns team. Please package your items securely to prevent damage during transit.

Once your parcel has been sent, please email the tracking number or proof of postage to info@savienofficial.com.

EXCHANGES

We accept exchange requests made within 30 days of delivery, subject to product availability.

To request an exchange, contact info@savienofficial.com with your order number and details of the item you would like to receive instead.

Customers are responsible for the cost of returning the original item to us.

An exchange will only be processed once the returned jewellery has been received and inspected. The item must satisfy the return conditions described in this policy.

If the requested replacement is unavailable, we will contact you to discuss an alternative item or refund.

Where there is a difference in price between the original product and the replacement, the difference must either be paid by the customer or refunded by SAVIÈN before the exchange is completed.

DAMAGED, DEFECTIVE OR INCORRECT ITEMS

Please inspect your order as soon as it arrives.

Where possible, damaged, defective or incorrect items should be reported to us within 48 hours of delivery so that we can investigate the issue promptly. Contact info@savienofficial.com and include:

Your order number
A description of the issue
Clear photographs or videos showing the item, packaging and any damage

We will review the information provided and arrange an appropriate solution where the item is confirmed to be faulty, damaged upon arrival or different from what was ordered.

The 48-hour reporting request helps us investigate delivery-related damage but does not affect any statutory rights you may have in relation to faulty, damaged or misdescribed goods.

Do not return a damaged or incorrect item before receiving instructions from our customer care team.

RETURN INSPECTION

Once your return reaches us, it will be inspected to confirm that it meets the conditions of this policy.

We will email you to confirm that the parcel has been received and inform you whether your refund or exchange has been approved.

Returns are normally reviewed promptly, although processing may take longer during sales, product launches, public holidays and other busy periods.

REFUNDS

Approved refunds will be issued to the original payment method used to place the order.

We will process an eligible refund within 14 days of receiving the returned goods or receiving acceptable evidence that the goods have been sent back, whichever applies under the relevant consumer law.

Where applicable, the refund will include the price paid for the returned item and the cost of the least expensive standard delivery option offered when the order was placed.

After a refund has been processed, it may take additional time to appear in your account. Processing times are controlled by your bank, card issuer or payment provider and are outside SAVIÈN’s control.

LATE OR MISSING REFUNDS

If you have received confirmation that your refund has been processed but it has not yet appeared:

Check your bank or payment account again.
Contact your card issuer or payment provider, as refunds may take several working days to be posted.
Contact your bank, as there may be additional internal processing time.

If you have completed these steps and still cannot locate the refund, email info@savienofficial.com with your order number.

REFUSED AND UNCLAIMED PARCELS

Refusing delivery or failing to collect a parcel does not automatically complete a return request.

Please contact info@savienofficial.com as soon as possible if:

You intend to refuse delivery
You were unable to collect your parcel
Your parcel is being returned to the sender
Delivery failed because the address provided was incomplete or incorrect

A refund can only be considered once the parcel has been returned to and received by us.

Where a parcel is returned because it was refused, left unclaimed, incorrectly addressed or could not be delivered for reasons outside our control, reasonable return, handling or reshipping costs may be deducted from the refund where permitted by law.

If you ask for the order to be resent, any applicable reshipping charges must be paid before the replacement shipment is dispatched.

INCORRECT DELIVERY INFORMATION

Customers are responsible for checking that the delivery information entered at checkout is complete and accurate.

Contact info@savienofficial.com immediately if you notice an error. We cannot guarantee that an address can be changed once an order has entered processing or has been dispatched.

SAVIÈN is not responsible for unsuccessful delivery caused by an incorrect or incomplete address supplied by the customer. Any costs associated with recovering or resending the parcel may be charged to the customer where legally permitted.

UK AND EUROPEAN COOLING-OFF RIGHTS

Customers in the United Kingdom and European Union may have a statutory right to cancel an eligible online order within 14 days of receiving it, without providing a reason.

After notifying us of the cancellation, the goods must generally be returned within a further 14 days.

Customers exercising this right are responsible for the direct cost of returning the goods unless we have agreed otherwise or applicable law requires SAVIÈN to cover that cost.

You may inspect jewellery in the same way that you reasonably could in a physical shop. However, you may be responsible for any reduction in value caused by handling beyond what is necessary to establish the nature, characteristics and condition of the item.

These statutory rights operate alongside this policy and are not restricted by it.