Return & Refund Policy

 

Refund Policy

Effective Date: March 18th 2023

At Souvange, we are committed to delivering high-quality products and exceptional service. We understand that sometimes issues may arise, and we’re here to ensure that your shopping experience remains smooth and hassle-free. This policy outlines the conditions under which refunds and replacements are granted.

1. Order Adjustment & Cancellation

1.1 Modifications to Your Order

We begin processing orders as soon as they are placed to ensure timely delivery. If you need to make changes to your order (such as product variant or shipping address), please contact us at support@souvange.com within 6 hours of placing your order.

  • If the modification increases the total order value, additional payment will be required. If payment is not received within 48 hours, we will proceed with the original order details.
  • If the modification decreases the order value, the pricing difference will not be refunded.
  • Promotional eligibility may be affected if certain items are canceled from the order.

1.2 Order Cancellation

  • Orders canceled within 6 hours of placement will be subject to a non-refundable payment processing fee (if incurred).
  • Orders cannot be canceled after 6 hours. However, if we detect inaccurate or insufficient address details that prevent processing or delivery, we will notify you via email. If we do not receive a response within the specified timeframe, we may cancel the order and refund the remaining amount after deducting processing and shipping costs.

2. Replacement & Refund Policy

2.1 Eligibility for a Replacement or Refund

We offer replacements or refunds under the following conditions:

✔️ Lost or Undelivered Orders: If your order is not delivered within:

  • 45-60 business days (Standard or Premium Shipping).
  • 60-90 business days (Eco Shipping).

✔️ Damaged, Defective, or Incorrect Items: If you receive a product that is:

  • Damaged upon arrival.
  • Defective or not functioning as intended.
  • Incorrect (wrong size, color, or design different from the order confirmation).

Note: Replacement/Refund-related claims must be submitted within 7 business days from the date the package was marked as delivered.

2.2 Proof Required for Claims

To help us process your request quickly, please provide the following evidence when contacting support@souvange.com:

📦 For Lost Orders: Screenshot of tracking information showing non-delivery status.

📸 For Damaged or Defective Items:

  • Unboxing video showing the package condition.
  • Photos of the defective/damaged area(s).

📸 For Incorrect Items:

  • Photo of the item received (color/design/size).
  • Photo of the size label and measurement with a ruler (if size discrepancy is claimed).
  • Photo of the shipping label for verification.

2.3 Refund & Replacement Process

  • Once your claim is approved via email, we will process your refund or replacement within 7 business days.
  • Replacements: You will receive a tracking number for the new product within 7-12 business days after confirmation.
  • Refunds: Refunds will be credited to the original payment method within 3-5 business days, depending on your payment provider’s processing time.

3. Disclaimer & Limitations

3.1 Customer Responsibility

  • You must provide all requested documentation for claims. We reserve the right to refuse support or terminate accounts if fraudulent activity is suspected.
  • We are not responsible for shipment failures due to recipient absence, incorrect addresses, package refusal, or theft after delivery.

3.2 Non-Refundable Cases

We do not accept refunds or replacements for:
❌ Mistaken orders due to customer error (wrong size, color, or design selection).
❌ Minor product variations due to screen display differences.
❌ Items with packaging creases caused by standard shipping conditions (folding during packaging).

4. Contact Us

For any refund or replacement inquiries, please email us at support@souvange.com with the required details. We are here to assist you!

At Souvange, we value your trust and satisfaction. Thank you for shopping with us!

 

 

 

Return Policy

Effective Date: March 18th 2023

At Souvange, we take pride in offering top-tier products designed to elevate your everyday life. However, we understand that sometimes things don’t go as planned. If you encounter an issue with your order, we’re here to make it right—quickly and hassle-free.

1. Eligibility for Returns & Refunds

We stand by our commitment to customer satisfaction. If you receive a damaged, defective, or incorrect item, please reach out to us at support@souvange.com within 7 business days of delivery to report the issue. Our customer service team will assess your concern and determine the best resolution—whether a replacement or a refund.

2. No Returns Required

At Souvange, we believe in keeping things simple. There is no need to return your item under any circumstances. If your claim is approved, we’ll process your replacement or refund without requiring you to ship the product back.

⚠️ Important: If you send an item back to us without prior approval, we will not be responsible for any loss, additional costs, or unapproved returns. Please always contact us first before taking any action.

3. How to Request a Replacement or Refund

To report an issue, email us at support@souvange.com with:
✔️ Your order number
✔️ A brief description of the issue
✔️ Clear photos and videos of the item (if applicable)

Our team will review your request and respond as soon as possible.

4. Exceptions & Important Notes

  • Refunds are issued to the original payment method. Processing times may vary depending on your financial institution.
  • If a replacement is issued, shipping times will depend on availability and your location.

5. Need Help?

We’re here for you! If you have any concerns, reach out to us at support@souvange.com, and we’ll assist you every step of the way.

At Souvange, your satisfaction is our priority. Thank you for choosing us—we appreciate your trust!