Refund policy
Return & Exchange Policy
At ScarVela, customer satisfaction is very important to us. We offer a return and exchange policy designed to provide customers with a clear and convenient process.
Before requesting a return or exchange, please carefully review the following policy.
1. Return Eligibility
If you are not completely satisfied with your purchase, you may request a return within 30 days from the date your order was delivered.
To qualify, the item must be unused and in its original condition, returned in the original packaging whenever possible, include all accessories, manuals and components, and be accompanied by proof of purchase.
Products that have been used, altered, or damaged after delivery may not qualify. Items returned in a condition that prevents them from being resold may be subject to partial refunds or declined.
2. Return Request Process
Before sending any item back, contact support@scarvela.com to request return authorization. Include your order number, the item or items, the reason, and photos if defective, damaged, or incorrect.
Once reviewed and approved, our team will provide return instructions. Returns sent without prior authorization may not be accepted. Package returned items securely to prevent damage during transit.
3. Exchanges
If you prefer an exchange, we will do our best to accommodate the request. Exchanges may be available for different sizes, alternative product models, or replacement of a defective item, subject to availability.
If a replacement is unavailable, customers may receive a full refund, receive store credit, or select an alternative product of similar value. If the replacement has a higher price, the customer is responsible for the difference.
4. Damaged, Defective, or Incorrect Items
Contact us within 7 days of receiving a damaged, defective, or incorrect item. Include your order number, clear product photos, and photos of the packaging if visible shipping damage occurred.
Once verified, we may provide a replacement at no additional cost, a full or partial refund, or store credit.
5. Refunds
After we receive and inspect a returned item, we will notify you of the refund status. Approved refunds are issued to the original payment method.
- Refund processing typically takes 5–10 business days after approval.
- The time for funds to appear varies by bank or payment provider.
- Original shipping costs are generally non-refundable unless the return is due to a defective or incorrect item.
Partial refunds may be issued when an item does not meet all return conditions.
6. Return Shipping Responsibility
Unless an item is defective, damaged, or incorrect, customers are generally responsible for return shipping costs. Use a trackable method. ScarVela is not responsible for return packages lost, delayed, or damaged in transit. Return shipping costs are non-refundable unless stated otherwise.
7. Non-Returnable Items
Non-returnable items may include clearance or final-sale items, customized or personalized products, used or modified items, products returned without original packaging, and items returned without prior authorization. We reserve the right to refuse returns that do not meet this policy.
8. Order Cancellations
Contact us as soon as possible to cancel an order. Orders may only be canceled before processing or shipment. Once processed or shipped, the order must follow the return process after delivery.
9. Refused or Undeliverable Packages
If a package is refused or returned due to an incorrect shipping address, the customer may be responsible for additional reshipping fees. Refunds for refused shipments may be issued minus shipping costs and applicable handling fees.
10. Contact Information
Address
1875 MISSION ST STE 103 #435
SAN FRANCISCO, CA 94103
Phone
+1 (978) 898-8288
Email
support@scarvela.com
Website
scarvela.com