Return & Refund Policy
Last Updated: August 18, 2026
At Sarvell, we want customers to have clear and transparent information about returning Leather Bags purchased from our store. This policy explains when a return may be accepted, the condition required for returned products, who is responsible for return shipping, how refunds are processed, and what customers should do if they receive a damaged, defective, or incorrect item.
1. Return Window
Sarvell accepts eligible returns within 24 days of the date the order was delivered.
To request a return, customers must contact us within this 24-day period at support@sarvell.shop with their order number and the reason for the return.
Returns requested after the 24-day return period may not be accepted unless otherwise required by applicable law.
2. Returns for Defective, Damaged, or Incorrect Items
If you receive a Leather Bag that is damaged, defective, or different from the item you ordered, please contact Sarvell as soon as possible.
Before a return is approved, we may ask you to provide clear photographs showing:
- The Leather Bag and the issue or damage
- The packaging in which the product arrived
- The shipping label
- Any other information needed to understand the issue
We review the information provided to determine whether the issue is related to the product, packaging, shipment, or another circumstance.
If Sarvell sent the wrong product or the product arrived damaged or defective due to an issue attributable to Sarvell, and the return is approved, Sarvell will cover the applicable return-label cost.
Customers should not return an item without receiving return instructions from us first.
3. Returns for Non-Defective Items
Sarvell also accepts eligible returns for non-defective products, subject to the conditions in this policy.
A non-defective return may include situations where a customer changes their mind or no longer wants the product.
For these returns, the product must meet the applicable return-condition requirements, and the customer is responsible for the return shipping cost and return label.
The original shipping charge of £7 is not automatically treated as a return shipping cost and may not be refundable where the customer is returning an item for a non-defective reason.
4. Return Condition Requirements
Returned Leather Bags must be sent back in a condition that allows us to properly inspect and assess the product.
We will review the returned item to determine whether it meets the return requirements. Customers should return the product with reasonable care and, where possible, include the original packaging and any accessories or items supplied with the order.
A product that has been used, damaged, altered, stained, or otherwise returned in a condition different from the condition in which it was received may not qualify for a full refund, subject to applicable law.
5. Product Inspection
All returned products are subject to inspection after they are received by Sarvell.
The purpose of the inspection is to determine the condition of the Leather Bag and verify the reason for the return.
For example, if a customer reports that a product was defective or damaged, we may compare the information and photographs supplied at the time of the return request with the condition of the item received.
If the product was returned in an altered or damaged condition that was not present when it was delivered, the refund may be affected to the extent permitted by applicable law.
6. Return Shipping Responsibility
For a return due to customer preference, change of mind, or another non-defective reason, the customer is responsible for the return label and return shipping cost.
If the return is approved because Sarvell sent the wrong product or the product arrived damaged or defective due to an issue attributable to Sarvell, Sarvell will cover the applicable return-label cost.
We will provide the relevant return instructions when the return request has been reviewed and approved.
7. Direct Exchanges
Direct exchanges are not accepted.
If you want a different Leather Bag, style, or another product, you will need to return the eligible original item according to this policy and place a new order separately.
A refund for an approved return and a new purchase are treated as separate transactions.
8. Restocking Fee
Sarvell charges £0 restocking fee on approved returns.
No separate restocking charge will be deducted from an approved refund.
9. Refund Eligibility
Once an eligible returned product has been received and inspected, Sarvell will determine whether the return meets the requirements of this policy.
If the return is approved, the applicable refund will be processed through the original payment method used for the order.
For non-defective returns, any applicable shipping or return costs that are the customer’s responsibility will not be included in the refund.
For approved returns involving a wrong, damaged, or defective product attributable to Sarvell, we will handle the applicable return shipping cost as described above.
10. Refund Processing Time
Once an eligible return has been received and approved following inspection, refunds are processed within 10 business days.
The 10-business-day period refers to the time required by Sarvell to process the refund after the return has been approved. It does not necessarily represent the exact amount of time required for the refunded funds to appear in the customer’s PayPal account.
The payment provider or financial institution may require additional time to display the refund after Sarvell has processed it.
11. Late or Delayed Refunds
If you have been informed that your refund has been processed but you have not received it after the expected timeframe, please first check your PayPal account and the payment details associated with the original transaction.
If the refund still cannot be located, contact us at support@sarvell.shop with your order number and refund information.
We will review the refund status and provide the available information. Where the delay occurs after Sarvell has successfully processed the refund and is related to the payment provider or financial institution, additional processing time may be required by that provider.
12. How to Request a Return
To request a return, contact support@sarvell.shop within 24 days of delivery.
Please include:
- Your order number
- Your name
- The reason for the return
- Clear photographs where the return involves damage, defect, or an incorrect item
- Photographs of the packaging and shipping label where relevant
For damaged, defective, or incorrect items, providing clear photographs helps us review the issue before giving return instructions.
We will review the request and provide further instructions if the return is eligible.
13. Return Address and Return Instructions
Customers should not send returns to the business address listed on the website unless Sarvell specifically instructs them to do so.
After reviewing and approving a return request, we will provide the appropriate return instructions and any information required to send the product back.
14. Order Cancellations
Customers may request cancellation within 1 day (24 hours) after placing an order.
Cancellation requests should be sent to support@sarvell.shop as soon as possible and should include the order number.
After the 24-hour cancellation period, or once an order has entered processing or has been dispatched, cancellation may no longer be possible. In that situation, the customer may use the applicable return process after delivery if the product qualifies under this policy.
15. Contact Information
For return and refund questions, please contact:
Business Name: Sarvell
Email: support@sarvell.shop
Chat Support: Available 24/7
Business Hours: Monday–Friday, 9:00 AM–5:00 PM (GMT+1)
Business Address: 5 Albright Cl, Pocklington York YO42 2PE, United Kingdom
Sarvell aims to handle returns and refunds transparently and to provide customers with clear information about the status and requirements of their return request.