Salvya

Returns & refunds

Effective date: 12 May 2026 · Version: 2.0

Important: Salvya does not accept returns for change of mind. Each item is produced on demand for you once your order is confirmed. Please use our size guide and review size, colour, artwork, shipping address, and all options carefully before you pay. If you need to change your mind, you may only cancel within twelve (12) hours of placing the order, as described below—after that window, the order is treated as committed to production.

This Policy (“Policy”) works alongside our Terms of Service and Shipping & delivery policy. For charges, authorisation, and how refunds are sent back to your card or wallet, see our Payment terms and Cookie policy. If checkout or your order confirmation states different rules for a specific campaign, those disclosures control for that purchase where they were shown before payment.

1. Who this Policy covers

This Policy applies when you buy physical goods through Salvya and a commercial sale is completed. Digital goods, tickets, or experiences may have separate terms at purchase. Nothing here limits non-waivable rights you may have under mandatory consumer law in your country (for example claims for goods that are defective or not as described).

2. On-demand production — no change-of-mind returns

Our merchandise is made to order for the customer who placed the order. Materials and production capacity are allocated to your specific purchase. For that reason, we do not accept returns because you changed your mind, ordered the wrong size, dislike the design, or for similar subjective reasons.

By completing checkout, you acknowledge that you have checked your selections and that all sales are final except where this Policy or mandatory law expressly provides otherwise (cancellation within twelve hours, or remedies for defects / non-conformity as in section 7).

3. Order cancellation — twelve (12) hours from purchase

If you wish to cancel, you must request cancellation within twelve (12) hours of the time you submitted the order (the timestamp on your order confirmation). Use the cancellation option in your account or contact support immediately with your order number. After twelve hours, production or fulfilment may already be underway; we are under no obligation to cancel or refund the order solely because you no longer want the goods.

Approved cancellations within the twelve-hour window will be refunded to the original payment method where technically possible, subject to processing times from banks and payment providers.

4. Statutory cooling-off and withdrawal (where applicable)

Depending on your location, consumer law may grant a right to withdraw from certain distance contracts within a fixed period. Personalised and made-to-order goods are commonly excluded from withdrawal once production has started or once the nature of the contract excludes them under applicable law. If you believe a statutory withdrawal right applies to your order, contact support promptly with your order details; we will respond in line with applicable rules.

5. Exchanges — Morocco only, exceptions by team review

We do not offer exchanges as a standard service outside Morocco. Size swaps, colour changes, or “exchange for another item” are not available unless the delivery is for Morocco and we have explicitly enabled an exchange path for that order or campaign at checkout.

For orders outside Morocco, an exchange is only possible if you contact our team, provide clear proof that supports your request (for example photographs of a manufacturing defect, wrong item received versus what was ordered, or transit damage), and we approve an exception in writing. Approval is discretionary and not guaranteed. If we do not approve an exchange, any remedy you may have will follow applicable law and section 7 (for example refund or replacement where legally required).

6. Refunds (other than cancellation and legal remedies)

Outside the twelve-hour cancellation window and remedies for defective or non-conforming goods, we do not issue refunds for buyer’s remorse or because you selected the wrong variant.

When a refund is due (approved cancellation in time, duplicate charge, or as required after a valid defect/non-conformity claim), we will credit the original payment method unless that is impossible, in which case we may use another lawful method. Timing depends on your bank or card issuer.

7. Defective products, wrong items, and legal conformity

If an item is defective, damaged before you used it (subject to inspection), or materially not as described, contact support without delay with your order number, photos of the issue, and packaging if relevant. We may ask you to return the item for inspection. Remedies (repair, replacement, price reduction, or refund) follow mandatory consumer law in your country and our reasonable assessment of the facts—not the general exchange or return policies in sections 2 and 5.

8. Chargebacks and payment disputes

Please contact us before initiating a chargeback. Unfounded chargebacks may lead to account restrictions and slow legitimate resolutions. Where a payment network rules on a dispute, we will comply with that outcome where required.

9. Preview and demonstration environments

In preview, staging, or demo builds of Salvya, cancellation timers, support tools, and refund flows may be simulated. No binding obligation arises from those environments unless Salvya confirms a production transaction.

10. Changes to this Policy

We may update this Policy for legal, operational, or product reasons. The version and effective date at the top will change. Changes do not reduce non-waivable rights for orders already placed, except where the law allows.

11. Contact

For cancellation within twelve hours, defect reports, or questions about this Policy, use the support channel indicated in your order confirmation. Include your order number and clear photos for any claim about product condition.