Returns & Exchanges
# Returns & Exchanges Policy – SEVUÉ
**Last updated:** 24 August 2025
This Policy explains how returns, exchanges and cancellations work for purchases made on our website. Nothing here is intended to limit any mandatory consumer rights that apply to you under the law of your country (including Israeli law for Israeli consumers). If there is a conflict, the mandatory law prevails.
## 1) Who this applies to
This Policy applies to purchases made directly on our website (remote sale / e‑commerce).
2) Cancellation (“change of mind”) – Israeli consumers
Under Israeli Consumer Protection Law for remote sales, you may cancel a purchase within **14 days** from the later of (i) receiving the product or (ii) receiving the transaction details in writing.
When cancelling due to change of mind:
- We may charge a statutory cancellation fee of **up to 5% of the price - **Return shipping** is at the customer’s expense.
- Refunds are issued to the **original payment method** after we receive and inspect the returned item.
Consumers who are eligible under law (e.g., certain cases for a person with a disability, senior citizen, or new immigrant) may have **easier cancellation terms**. If relevant, please email us with supporting documentation and we will apply the applicable legal rules.
## 3) Our goodwill exchanges (global)
Beyond statutory rights, we offer **exchanges** (size/color) within **14 days** of delivery, provided the item is **new, unused, in its original packaging**, with **all tags** attached. Exchanges are subject to stock availability and any price differences. Shipping costs may apply.
## 4) Defective / not-as-described items
If your item is **defective**, **damaged on arrival**, or **materially not as described**, you are entitled to a **refund or exchange without a cancellation fee**, and we will cover the **return shipping**. Please contact us promptly and include photos/video and your order number.
## 5) Non‑returnable items (examples)
Items **made to order or personalized**, **perishable goods**, items that **cannot be returned by law** (and certain hygiene‑sensitive items) may be non‑returnable except in case of defect or as required by law.
## 6) How to start a return/exchange
1. Email **sevueofficial@gmail.com** with your order number, full name, and the reason for the request.
2. We will send the **return address / label** and packing instructions.
3. Once we receive and inspect the item (up to 7 business days), we will process your **refund/exchange**.
> If the statutory refund window has passed, we may, at our discretion, offer a **store credit** instead of a refund (where permitted by law).
## 7) Fees & refund timing
- **Change‑of‑mind**: up to **5% . original and return shipping not refundable (unless required by law).
- **Defect/not‑as‑described**: **no cancellation fee**; return shipping on us.
- Refund timing depends on your payment provider/bank after we issue the refund.
## 8) International orders
- Import **duties/taxes** paid to your country are **not refundable by us**.
- Returns to Israel may involve international courier fees.
- Cross‑border shipments may experience **longer transit and customs clearance times**.
## 9) Shipping & delivery timeframes
- **Estimated delivery time: up to 21 business days** from the moment the parcel leaves our warehouse.
- Delays may occur depending on **destination, courier availability, customs, local holidays/peak seasons**.
- Delivery times are **estimates only** and not a guarantee of a specific delivery date.
## 10) Contact
We’re here to help: **sevueofficial@gmail.com**