Thank you for shopping at Svelto – your destination for premium basic fashion and personalized print-on-demand T-shirts. Whether you’re buying our sleek ready-to-wear basics or creating your own design, we want to make sure you’re happy with your experience. This policy outlines our fair and transparent return, refund, and cancellation process.

1. Returns

1.1 General Eligibility

To be eligible for a return, your item must be unused, in the same condition that you received it, and in its original packaging.
Please note: Customized or personalized items are not eligible for return unless they are defective or damaged upon delivery.

1.2 Return Policy for Customized Items

• Eligibility: Items customized via design upload or custom text are eligible for return only if they arrive damaged or have a production defect.
• Change of Mind: We are unable to accept returns for personalized items due to changes in taste or preferences.
• Timeframe: You must initiate your return within 14 days of receiving your item.
• Conditions: Returned items must be unused, in original condition, and in their original packaging.

1.3 Return Policy for Ready-Made Items

• Eligibility: Our ready-made basics (non-customized) are eligible for return within 14 days of delivery.
• Change of Mind: If you simply changed your mind, no problem — as long as the product is in its original condition and within the return window.
• Conditions: The item must be unused, unwashed, and returned in its original packaging.

Steps to Initiate a Return:

1. Contact Customer Support:
   Email [email protected] or fill in the form on our Contact Us page. Be sure to include your order number and explain the issue.
2. Provide Photos (if applicable):
   If your item is defective or damaged, attach clear photos to help us review the case.
3. Await Authorization:
   Our team will assess your request and send return instructions if eligible.
4. Package the Item:
   Securely pack the product in its original packaging for safe return.

2. Refunds

2.1 Eligibility

Once we receive your return and inspect the item, we will inform you of refund approval or rejection.
Refunds apply only to the item’s value – shipping fees are non-refundable.

2.2 Processing Time

Refunds are processed within 7–14 working days from receipt of the returned item.
You may choose between:

• A store credit to your Svelto account, or
• A refund to your original payment method (upon request).

3. Exchanges

We don’t offer direct exchanges. If you want a different size, color, or design, you’ll need to place a new order and return the original item according to our return policy.

4. Damaged or Defective Items

If your item arrives damaged or faulty, please notify us immediately.
Include clear photos and our team will guide you through the replacement or refund process.

5. Cancellations

• You may cancel an order within 24 hours of purchase, or before you receive the production confirmation email.
• Once production begins, cancellations are no longer possible.
• A confirmation email will be sent when your order moves into production.

To cancel your order:
Log into your Svelto account, go to Orders, select the item, and click “Cancel Request.”

6. Contact Us

If you have any questions about this policy or need assistance, we’re here to help:

📧 [email protected]
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