Refund Terms & Conditions
You can return any item to us within 14 days of the order receipt. Please note that refunds can only be made on a paid basis from the country where the order was delivered.
If you want to return an item/s, please:
Select the items you would like to return and follow the instructions to complete the items return, stating the date, time and the address.
- Product mustn’t have scratches, dents, delamination, and other kinds of damage.
- Please provide 4 photos of the product in the proper quality (Front, rear, top and bottom sides) not later than 14 days from the date of purchase.
- Within 48 hours you will be contacted by a refund manager to discuss the process of exchange or the return of goods.
- After the appeal, a manager will send you a package of documents, which must be filled out. Shipping charges for the return of a product are at the expense of the client.
We'll send you an email with the confirmation of goods return and the proper documentation for goods return.
What is next?
- Print the air waybill and attach it to the outer side of the parcel (each parcel will have a separate label plus an archival copy that you will need to give to the courier). Please, print or save a copy of the air waybill. Using a special identification number, you will be able to track the status of your refund.
- If you previously were granted "Invoice for Return for customs”, please, print two copies of the document and leave one in a package, and the second, pre-filled, attach to the outer side of the parcel together in the "air waybill".
- Please, do not close the package until the driver has checked its content.
Note: if you are returning multiple items, you will have to pay for return of each product separately. Just go to the section "My account" on the website to arrange additional refund.
If you have not received the confirmation that your refund is accepted, please contact us within 30 days of the shipment. If you do not contact us before this date we cannot guarantee a refund.
Returned goods must meet the following criteria:
- The returned item must arrive at our office not later than 14 days after receipt of purchase. After that period, we can not guarantee that the store will return the money for the goods;
- We strongly recommend that you book the shipment not later than 7 days after receipt of the goods to be sure that the parcel will reach our office in 14 days. Please, contact the customer service team if you have any additional questions;
- Please, note that we can only refund a product within a country in which it was delivered. If you have returned an item from another country, please note that additional charges may incur upon thee for import duties.
- When your product will be received by the store, and in the case that all conditions of return are met, then you will receive a refund by the original payment method;
- We strongly recommend all customers check the goods upon the receipt, especially before the removal of tags and of any original packaging;
- Items should be returned unworn, unwashed, undamaged and unused with their original tags. Accessories must be returned in the original boxes provided and inside a protective shipping box;
- If the item was delivered with a security tag, then it must be left. If the security tag is removed, the object will not come under the terms of the refund and the money will not be returned;
- Hosiery must be returned in the unopened packaging, and linen can be only worn on over your own underwear;
- We recommend that you return items in their original packaging in order to avoid possible damage during the transportation;
- If you use our free service to refund, the money for the goods will be refunded excluding the shipping costs;
- All beauty products must be returned in original packaging without any signs of opening and use. At infringement of integrity of the packing beauty products are non-refundable.
COMPENSATION AND RETURN of CUSTOM ORDER PRODUCTS
Due to the nature of custom products manufacture, including the customization and application of the initials, returns and refund policy for products damaged during the shipment are at the discretion of Souvrussia.com responsible for the production. Each return is examined on an individual basis. The cost of goods being returned, and funds can be spent only on your next purchase of products of this manufacturer. The compensation is valid for 6 months from the date of accrual. Please, note that production and delivery of customized products takes time. In this case, the payment is made at the time of the purchase.
If you want to exchange an item, you need to issue a refund and place a new order. In accordance with the rules of refund, the cost of the goods will be returned to you except the shipping cost.
As soon as the office receives your returned product and if it meets the conditions of return, we will refund you through the original payment method. Please, note that the transfer can take up to 14 working days depending on your bank or payment provider.
Souvrussia.com provides a service return order. Unfortunately, this service is not available on the territory of the Crimea. Please note that the returns enforced by buyers in this area will not be accepted. We apologize for the inconveniences.
If the value of your order exceeds 200 euros, you will need to pay an additional fee on export of goods. Contact the local representative of customs control for more information.
When you receive the invoice in English, please contact Souvrussia.com at firstname.lastname@example.org or +7-(499)-703-3123, or +1-718-374-6958 to obtain a refund form which you need to complete and attach to the refund package.
When you have received all the necessary documentation and your product is ready to be shipped, contact the customer service team of Souvrussia.com.
If you are an unregistered user, please send an email to email@example.com putting all the details about the refund.
If you are a registered user, use the section "refund of goods" in your personal accountRefund