Return & Refund Policy

At Sarvelune, customer satisfaction is an important part of the way we serve our customers. If your order arrives in an unexpected condition or you are not fully satisfied with your purchase, our customer support team is here to assist you.

1. Return Eligibility & Timeframe

We provide a 30-day return period, giving you up to 30 days from the date your order is delivered to request a return.

To qualify for a return:

  • The product must be unused and kept in the same condition in which it was received

  • The item must be returned with its original packaging, tags, and any included accessories

  • Valid proof of purchase, such as an order confirmation or receipt, must be provided

2. How to Start a Return

To request a return, please contact us at:
support@sarvelune.com

If your return is approved:

  • We will issue a return shipping label

  • We will provide instructions showing where and how your return package should be sent

Important:
Returns sent without receiving authorization from us in advance will not be accepted.

3. Damages, Defects & Incorrect Items

Please review your package and the products inside carefully after delivery.

If you receive an item that is damaged, defective, or not the product you ordered, please contact us promptly at
support@sarvelune.com so our team can review the situation and work toward an appropriate resolution as quickly as possible.

4. Exceptions / Non-Returnable Items

The following types of products cannot be returned:

  • Perishable goods (if applicable)

  • Custom-made or personalized items

  • Personal care or hygiene-related products

  • Original shipping charges paid during checkout

We also do not accept returns for:

  • Sale or clearance merchandise

  • Gift cards

If you are uncertain whether a particular product is eligible for return, please contact us before submitting your request.

5. Exchanges

We do not process direct exchanges between products.

The quickest way to obtain another item is to:

  1. Return the original product after your return request has been approved

  2. Submit a new, separate order for the item you prefer

This method helps avoid unnecessary delays in fulfillment and shipping.

6. European Union – 14-Day Cooling-Off Period

If your order is delivered to a country within the European Union, you have the right to cancel or return your purchase within 14 days without needing to provide a reason.

Items returned under this right must:

  • Remain unused and in their original condition

  • Include all original tags and packaging

  • Be returned with valid proof of purchase

7. Refunds

After your returned item has been received and reviewed by our team:

  • We will notify you whether your refund has been accepted or declined

  • If approved, the refund will be returned to your original payment method within 10 business days

Please note:

  • Your bank or card issuer may require additional processing time before the refund appears in your account

  • If more than 15 business days have passed since your refund was approved and you still have not received the funds, please contact us at support@sarvelune.com

8. Refused Shipments & Dispute Resolution

If you would like to cancel an order or request a refund, please contact us as soon as possible at
support@sarvelune.com.

We recommend reaching out to our customer support team before filing a chargeback with your bank, as opening a payment dispute can significantly extend the time needed to resolve the matter. We aim to address legitimate order and payment concerns directly, fairly, and efficiently whenever possible.

9. Late or Missing Refunds

If an approved refund has not yet been credited to your account:

  1. Review your bank account once more

  2. Contact your credit card provider, as refund posting times may differ

  3. Speak with your bank to confirm whether the refund is still pending

If you have completed all of these steps and the refund has still not arrived, please contact us at support@sarvelune.com

10. Return Address

You must receive a return shipping label from us before sending any product back.

Nikken Hong Kong Limited
RMS 1318-20, HOLLYWOOD PLAZA, 610 NATHAN RD, MONG KOK, HONG KONG