Refund policy
At Suavia, we are committed to offering quality products and a satisfying shopping experience. If you are not completely satisfied with your purchase, you can request a return under the following conditions.
1. Return period
You have 30 calendar days from receipt of your order to request a return.
2. Product conditions
To be eligible for a return, the product must be:
- Unused
- In its original condition
- In its original packaging, with tags attached (where applicable)
You will also need the receipt or proof of purchase. We reserve the right to refuse returns that do not meet these conditions.
3. Return process
To start a return, please contact us at:
📧 contactoprofesional@suavia.net
Please include your order number and the reason for your return. Our team will guide you through the next steps. Items sent back to us without first requesting a return will not be accepted.
4. Return shipping costs
Return shipping costs are the customer’s responsibility, except in the case of a defective or damaged product (see section 5 below).
5. Damages and issues
Please inspect your order as soon as you receive it and contact us immediately if the item is defective, damaged, or if you’ve received the wrong item. If the product received is defective or damaged, you can choose between:
- A full refund, or
- A free replacement of the product
In this case, Suavia will cover the return shipping costs.
6. Exceptions / non-returnable items
Certain items cannot be returned, such as perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalised items), and personal care items (such as beauty products), for hygiene reasons. We also do not accept returns of hazardous materials, flammable liquids, or gases. Unfortunately, we cannot accept returns on sale items or gift cards. If you have any questions about a specific item, please get in touch.
7. Exchanges
The fastest way to get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
8. European Union 14-day cooling-off period
Notwithstanding the above, if your order is shipped within the European Union, you have the right to cancel or return it within 14 days, for any reason and without justification. As above, the item must be unused, in its original condition, with tags attached, and in its original packaging, and you will need the receipt or proof of purchase.
9. Refunds
We will let you know once we’ve received and inspected your return, and confirm whether the refund has been approved. If approved, you’ll be automatically refunded to your original payment method within 10 business days. Please note that your bank or card provider may take some time to process and post the refund.
If more than 15 business days have passed since we approved your return and you haven’t received your refund, please contact us at contactoprofesional@suavia.net.
10. Shipping
Estimated delivery time is 4 to 8 business days.
11. Contact
For any questions about returns or refunds, you can reach us at:
📧 contactoprofesional@suavia.net