Exchanges, Returns & Refunds

At Sanviau Luxe Essentials, we are committed to delivering premium-quality hair products to customers across the globe. Due to the intimate and hygienic nature of human hair products, we maintain a strict Exchange-Only Policy, with clearly defined terms and procedures outlined below.

1. Exchange-Only Policy (No Returns)

Sanviau does not accept returns under any circumstances. However, unused, unaltered, and unopened products in their original condition and packaging may be considered for exchange or store credit, subject to the eligibility criteria listed below. This policy complies with global hygiene standards for cosmetic and personal-use products.

2. Eligibility Criteria for Exchange

• The product must be unworn, unwashed, unstyled, uncut, and uncolored.
• All original packaging, labels, tags, hygiene seals (if applicable), and accessories must be intact.
• The exchange request must be initiated within six (6) calendar days of delivery, as verified by the shipping provider.
• The product must not be included in the “Ineligible Items” list below.
• We may request photo or video evidence showing the item’s condition prior to dispatch. Failure to comply may result in rejection.

3. Ineligible Items (Final Sale)

The following items are not eligible for exchange under any condition:

• Discounted or sale items
• Products sold as part of a promotional offer or combo
• Custom-sized, custom-colored, or custom-textured products
• Curly, wavy, or steamed-texture hair extensions and toppers
• Hair wigs, toppers, or hairpieces
• Hair accessories (e.g., clips, combs, bands)
• Any product that has been styled, cut, chemically treated, washed, or altered after delivery

4. Exchange Process

To initiate an exchange:

1. Email us at support@sanviau.com within 6 calendar days of delivery.
2. Include your order number, full name, contact details, and a brief explanation of the issue.
3. Attach clear photos or a video of the product in its current condition.
4. Once approved, you will receive the return shipping address and further instructions.

Customers must:

• Use a trackable courier service
• Share the tracking number once dispatched
• Pack the product securely to prevent damage in transit

Sanviau is not responsible for lost, delayed, or damaged packages during return transit.

5. Customer Responsibilities

Customers are solely responsible for:

• Shipping costs associated with exchanges
• Customs duties, VAT, import taxes, and any additional fees
• Ensuring secure packaging and on-time dispatch
• All risks associated with the return shipment

Refused, unclaimed, or returned-to-sender shipments are not eligible for refund or exchange. Any such charges may be deducted from future credits or billed separately.

6. Inspection & Processing

Once we receive the returned item, we will conduct a thorough inspection within 3 business days.

• If eligible:
  • We will ship the approved exchange item, or
  • Issue a store credit coupon equal to the product value (excluding shipping and customs), valid for 6 months
• If ineligible (e.g., used, tampered, or damaged), the item will be returned at the customer’s expense.

7. Refund Policy

Sanviau does not offer refunds unless under exceptional circumstances, such as:

• The item was defective at delivery (with proof)
• A confirmed wrong item was shipped
• A replacement item is out of stock and store credit is not acceptable

All refunds, if approved, will be:

• Processed via the original method of payment
• Exclusive of shipping fees, taxes, or customs duties
• Completed within 3–7 business days, subject to bank/payment gateway timelines

8. Chargebacks & Disputes

By purchasing from Sanviau Luxe Essentials, customers agree to this policy and not to initiate chargebacks or disputes for items delivered as described. Violations may result in legal action and denial of future service.

9. International Orders

All orders shipped outside of India are considered Final Sale. Due to logistics, customs, and hygiene reasons, we do not offer refunds or exchanges unless the item is defective or incorrect upon delivery, with evidence submitted within 48 hours.

10. Damaged or Defective Items

If a product arrives damaged or defective:

• Notify us within 48 hours of delivery
• Provide clear photos or an unboxing video
• Claims after this period may not be honored

We reserve the right to assess eligibility for refund or exchange after reviewing evidence.

11. Governing Law & Jurisdiction

This policy is governed by the laws of India. All disputes shall be subject to the exclusive jurisdiction of the courts in Hyderabad, Telangana, India.

12. Final Authority

Sanviau Luxe Essentials reserves the right to interpret, amend, or deny any request at its sole discretion. All decisions made under this policy are final and binding.

Need Help?

For any clarification or assistance related to exchanges, please contact us at support@sanviau.com.

This page may be updated without prior notice. The latest version will always be available on our website.