How do I exchange my product?

Simply forward your request to our number ‪(+34 600 93 99 31‬) within 7 calendar days of receiving the order and providing all the requested information.

 

What is the deadline for exchange?

Your request must be submitted within 7 calendar days of receiving the order. The analysis will be completed within 3 business days of receipt.

Before sending your exchange, always inform our Central ‪(+34 600 93 99 31‬), so that the process can be carried out quickly and efficiently. 

 

Defective product

For exchanges due to manufacturing defects, make your request by calling our number ‪(+34 600 93 99 31‬) within 21 calendar days after receiving the order.

If your product presents any non-conformity, please accept our apologies.

The analysis of the reported defect/fault will be carried out within a maximum period of 15 days after receipt of the product at our Distribution Center, in accordance with the Consumer Protection Code.

 

What will be requested from the customer in case of a defect?

The customer will be required to send photos and videos of the defective product.
Product must contain its original box, or product composition label.
You must present an invoice or declaration of contents, which is necessary for transportation.
 

Requests for exchange or withdrawal will not be accepted when

1. The defect/fault alleged by the consumer is not found.

2. If the product is not returned by the consumer or if it is not accompanied by the Invoice/Declaration of Contents, box and original accessories intact that accompanied the merchandise.

3. There are signs of improper use of the product for exchanges due to defects;

4. There are signs of use of the product to return/cancel the purchase.

5. There are signs of accidental damage or signs of improper use of the product.

6. Natural wear and tear is observed due to use.

7. Products without original labels or tags will not be accepted.

8. Improper washing of the product.

9. In these cases, the product will be returned to the customer in the same shipping conditions (at the consumer's expense).

10. We do not exchange sizes and models, wholesale sales only. 

We do not authorise exchanges that alter the original characteristics of the product.

 

How do I send the product for exchange?

Before sending your exchange, please inform our number ‪(+34 600 93 99 31‬), so that the process can be carried out quickly and efficiently.

To send the product for exchange, after notification of the exchange, the customer must pay the shipping cost, thus negotiating the price.

You must return the product in its original packaging, with no signs of use. Along with the product, include the DANFE (Electronic Invoice Auxiliary Document) you received with your order and, if applicable, the manufacturer's manual and accessories. Protect the original packaging with brown/neutral paper (without prints, designs, or advertising) to prevent damage and keep it out of contact with the product.

Note:  SAVITRI does not reimburse packaging costs for shipping the product.

As soon as we receive the product, it will undergo an analysis and possible approval of up to 5 (five) business days. After this analysis, the exchange/return process will be carried out as requested.

 

I regret my purchase, can I cancel it?

Yes, to cancel your purchase, simply send your request to our number ‪(+34 600 93 99 31‬) within 7 calendar days of receiving the order.

Please follow all Customer Service instructions. If a customer files a purchase remorse request and does not respond to  Savitri within 15 days of the request, the request will be closed, and we understand that they no longer wish to return the purchase. The request will no longer be processed after this period. Therefore, please pay attention to your emails, messages, and notifications from our Customer Service.

After sending the postal authorisation through  Savitri ' Customer Service , check the deadline and submit within that timeframe. We will not accept new postal authorisation numbers. Follow the instructions.

Cancellations made via bank slip or electronic transfer will occur within 10 days, after the product has been analysed at our Distribution Center. Cancellations made via credit card will occur within 30 days.

Note: For reimbursement in payment methods via bank slip or electronic transfer, bank details must be provided at the time of the request. Incorrect information provided will be the customer's responsibility.

 

Use of Shopping Vouchers

The Exchange Voucher is a payment method valid for one year and can be used to purchase any product in the store. If the consumer wishes to purchase products worth more than the exchange voucher, they can add another payment method to complete the purchase. It's important to note that if the purchase value is less than the voucher, the remaining balance can be used.

 

Refund of amounts

The refund of amounts paid by the customer will be made in the following ways:

- Credit card: in the case of purchases made with a credit card, the full or partial refund will be made via a chargeback on the credit card statement.

- Boleto Bancário: Refunds for purchases made via boleto bancário are issued via a purchase voucher. Purchases can also be refunded to the account of the purchaser within 5 business days of cancellation. For third-party accounts, please contact our Customer Service Center.

-Important: Refunds will only be processed after the product(s) have been received and analysed at our Distribution Center and in accordance with the exchange or return conditions. The product must not show any signs of use.