Refund policy

1. General information

This policy governs returns, exchanges, cancellations and issues relating to purchases made by consumers at svador.com.

The store is owned by GRUPO JYNS GARCIA S.L., tax identification number (NIF) B22523443, with its registered office at Parque Mestre Ferrero, number 15, door 6, 46870 Ontinyent, Valencia, Spain, operating under the SVADOR brand.

You can contact us by:

Email: hello@svador.com.
Telephone and WhatsApp: +34 614 385 642.
Post: at the registered office stated above.

The conditions for Spain apply to Spanish destinations enabled for purchases on our website, including the Balearic and Canary Islands. This policy does not mean that shipping is available to territories not enabled at checkout.

2. Right of withdrawal and return periods

You may withdraw from your online purchase without giving a reason within 14 calendar days after you, or a person you designate other than the carrier, receive the product.

If a single order contains several products delivered separately, the period starts when the last product is received.

To exercise this right, clearly notify us of your decision before the period expires. You can do so by email to hello@svador.com, WhatsApp at +34 614 385 642 or by post. You may also use the form at the end of this policy, but it is not mandatory.

You do not need our authorisation to withdraw. Sending the notice within the period is sufficient. We recommend keeping a copy.

After notifying us of withdrawal, you must send the products back without undue delay and no later than 14 calendar days afterwards, unless SVADOR has offered to collect them. If we arrange collection, we will agree the details with you.

Discounted products carry the same right of withdrawal as full-price products.

3. Return shipping costs

Orders delivered in Spain

The first return for each order is free using the transport service arranged by SVADOR. This benefit also applies to Spanish island destinations enabled in our store.

Contact us to arrange transport. If you independently book another service without agreeing this with SVADOR beforehand, you will pay its cost.

For the second return from the same order, you can choose:

Collection arranged by SVADOR: €4.99, deducted from the refund with your acceptance.
Shipping arranged by you: choose your preferred carrier and pay the cost directly.

For subsequent returns from the same order, shipping is at your expense. If you prefer SVADOR to arrange it, we will inform you of the price beforehand for your acceptance.

The free first return and free first exchange are independent benefits: using one does not use up the other.

Orders delivered outside Spain

The customer pays the direct cost of return transport, including the first return.

We do not currently arrange international collections for voluntary returns. You may use your preferred carrier. We will provide the instructions needed to identify and address the shipment correctly.

If customs formalities are required, contact us before shipping so that we can prepare returned-goods documentation and avoid unnecessary charges. Any direct return cost legally payable by the customer must have been disclosed before purchase; there are no penalties or administrative charges for withdrawal.

4. Product condition and packaging

You may examine and try the product to the extent necessary to establish its characteristics and fit, as you would in a shop.

For footwear, we recommend trying it indoors on a clean surface that will not mark the sole.

Keep and return the original box, labels and accessories wherever possible. Protect the shoe box with outer packaging and avoid attaching shipping labels or tape directly to it.

Missing or damaged original packaging does not in itself cancel the right of withdrawal. A return will not automatically be refused merely because the product has been tried on.

If the product has lost value through handling beyond what is needed to examine it — for example, outdoor use, wear, stains or damage — we may make a proportionate and justified deduction. We will inform you of the reasons and amount.

Include your name and order number to help identify the parcel. If you do not have the order number, provide other information that allows us to locate the purchase.

5. Refunds

Refunds will be made using the same payment method used for the purchase, unless you expressly agree to another method that incurs no cost for you. You will not have to accept a voucher instead of money.

If you withdraw from the entire order, we will refund the products and the original standard delivery charge, if paid. If you selected a more expensive delivery method, we will not refund the difference above the cheapest available standard option.

For a partial return, we will refund the amount paid for the returned items. Original shipping costs will be adjusted where appropriate; we will not retrospectively deduct shipping that was free at purchase.

We will process the refund without undue delay and within 14 calendar days of your withdrawal notification.

If we have not offered to collect the products, we may withhold the refund until we receive them or you provide evidence of return, whichever occurs first. This withholding does not apply where SVADOR has offered collection.

Only return costs applicable under this policy and, where appropriate, a duly justified loss in value will be deducted. No penalty will be charged for exercising the right of withdrawal.

6. Size exchanges

You may request a size exchange within 14 calendar days of receiving the product by emailing hello@svador.com or contacting us on WhatsApp at +34 614 385 642.

Exchanges are subject to availability. We will confirm the size and the instructions for the exchange.

Orders delivered in Spain

The first size exchange for each order is free. SVADOR pays for the return transport and shipment of the new pair within Spain, including enabled island destinations.

For subsequent exchanges from the same order, the customer pays both journeys. We will communicate the cost before processing the exchange for your acceptance.

Orders delivered outside Spain

For the first size exchange for each order:

The customer pays to return the product.
SVADOR pays to send the new pair to the order's original destination.

For subsequent exchanges from the same order, the customer pays both journeys. The new shipping cost will be communicated before processing for acceptance.

Exchange conditions

For a voluntary exchange, the product must be clean, undamaged, unused outdoors and retain its original box, labels and accessories. You may try it indoors to check the size.

If stock is unavailable, you may choose a return and refund under the applicable conditions, without having to accept a voucher.

To change the model or colour, contact us: we will confirm availability, any price difference and the conditions before proceeding.

These commercial exchange conditions do not limit statutory withdrawal rights or rights relating to defective goods. An exchange does not turn an order into a purchase without a right to a refund where that right applies by law.

7. Order cancellation

To cancel an order, contact us as soon as possible and provide the order number.

If it has not yet been prepared, we will cancel it at no cost and refund the amount paid.

If it has already been prepared or dispatched, we will try to stop delivery. If this is not possible, we will handle the return under this policy. Preparation of the order does not remove your right to notify us of withdrawal.

8. Shipping and delivery incidents

If we discover that we cannot ship your order, we will inform you within a maximum of 48 business hours of becoming aware of the issue. If the order cannot be fulfilled, the full amount paid will be refunded.

If the parcel arrives damaged, an item is missing or you receive the wrong product, contact us so that we can investigate and provide a solution. Where possible, keep the packaging and send photographs; this helps the process but does not replace or limit your statutory rights.

Where SVADOR arranges transport, we bear the risk of loss or damage until you, or a person you designate other than the carrier, physically receive the order.

9. Defective products and statutory guarantee

New products sold by SVADOR carry a three-year statutory guarantee from delivery against lack of conformity, without prejudice to other applicable mandatory rights.

If a product is defective or does not match your purchase, contact hello@svador.com with the order details and issue. You may attach photographs to help assessment.

As provided by law, you are entitled to repair or replacement and, in the circumstances established by law, a price reduction or termination of the purchase.

Measures to remedy a lack of conformity will be free, including necessary transport, materials and labour.

Normal wear and damage caused by misuse are not in themselves defects covered by the guarantee. Each case will be assessed in light of the product's characteristics and applicable law.

Defects or errors by SVADOR do not use up the first free return or exchange and are not subject to the 14-day withdrawal period.

10. Enquiries and complaints

You can submit an enquiry or complaint by:

Email: hello@svador.com.
Telephone and WhatsApp: +34 614 385 642.
Post: GRUPO JYNS GARCIA S.L., Parque Mestre Ferrero, number 15, door 6, 46870 Ontinyent, Valencia, Spain.

We will respond within a maximum of 15 calendar days of receipt.

If we cannot reach a solution, you may contact public consumer protection bodies and applicable dispute resolution mechanisms, as well as the competent courts.

11. Applicable law

This policy is governed by Spanish law.

If you live in another country, this choice does not deprive you of protection provided by mandatory rules applicable in your country of habitual residence.

No provision of this policy limits consumers' non-waivable rights or requires them to waive access to the courts legally competent for their case.

Each purchase is subject to the conditions communicated when the order was placed. Later updates to this policy will not reduce rights associated with earlier orders.

12. Withdrawal form

You may copy and complete this form and send it by email or post. Its use is voluntary.

To: GRUPO JYNS GARCIA S.L. — SVADOR
Address: Parque Mestre Ferrero, number 15, door 6, 46870 Ontinyent, Valencia, Spain.
Email: hello@svador.com.

I hereby notify you that I withdraw from my purchase of the following products: