Refund policy

REFUND AND WITHDRAWAL POLICY

1. EUROPEAN RIGHT OF WITHDRAWAL

In accordance with applicable legislation in France and the European Union, you have a 14-calendar-day withdrawal period from the date you receive your order to exercise your right of withdrawal without needing to provide a justification or pay any penalties.

  • How to Exercise Your Right: To notify us of your decision to withdraw, please contact our customer service team at support@sebiana-group.com with your order number and your request to exercise your right of withdrawal (you may also use a standard withdrawal form template if preferred).

  • Condition of Returned Items: Items must be returned in their original condition, unworn, unwashed, in their original packaging, and complete with all accessories.

  • Return Shipping Costs: Return shipping costs for standard returns based on a change of mind remain the responsibility of the customer.

  • Full Refund: If your withdrawal is approved, we will issue a full refund of all payments received from you,including the initial delivery costs (based on the least expensive standard delivery method offered). Refunds will be processed using the same payment method used for the initial transaction within a maximum of 14 days from the date we are informed of your decision (though we may withhold the refund until we have received the goods back or you have supplied evidence of having sent them back, whichever is earlier).

CUSTOMER SUPPORT AND SERVICE

For any questions regarding your order, delivery tracking, return requests, or reporting an issue, our customer service team is here to help.

  • Support email: support@sebiana-group.com

  • Response time: Our team responds within 24 to 48 business hours (Monday to Sunday).

  • Information to provide: To speed up the processing of your request, please include your order number (e.g.,#1001), the full name associated with the order, and clear photos or videos if your inquiry concerns a defective or damaged product.

REFUND TIMELINES AND TERMS

In the event a refund is approved under one of the policies below:

  • Request processing:

    Once supporting evidence or the returned product is received and inspected by our quality control team, a confirmation will be sent within 3 to 5 business days.

  • Financial processing time:

    Refunds are issued directly to the payment method used during the original purchase (credit/debit card). The credit typically appears in your account within 5 to 10 business days, depending on interbank processing times.

  • Initial shipping fees:

    Unless there was a proven error on our part, the product arrived defective, or you exercised your legal right of withdrawal (which covers standard delivery fees), initial shipping costs remain non-refundable.

DAMAGED, DEFECTIVE, OR INCORRECT PRODUCTS

We apply rigorous quality control procedures before every shipment. If, despite our care, your parcel arrives in poor condition:

A. Damaged or Defective Items

  • Reporting deadline: Any issue must be reported to customer service within 7 days of delivery.

  • Mandatory supporting evidence: To process your claim, please provide clear photos of the damaged item, the outer packaging with the shipping label clearly visible, or a short video demonstrating the defect.

  • Resolution:

    • Major damage / Unusable: Free full replacement or a complete refund.

    • Minor / Cosmetic damage (e.g., slightly crushed packaging, superficial scratches that do not affect usage):Offer of a partial refund or a store credit voucher.

B. Incorrect Item or Missing Parts

  • Wrong item: If you did not receive the correct product, we will immediately ship the right item at our expense.

  • Missing components: If an accessory or part is missing, we will reship the missing item or offer an appropriate compensation.

SPECIAL OFFERS, PROMOTIONS, AND CUSTOM PRODUCTS

A. Promotional Items:

Items purchased during flash sales, clearance events, or with a discount code exceeding 30% are eligible for replacement only if defective. For standard returns based on a change of mind outside the statutory 14-day European withdrawal period (or as specified by promotional terms), a store credit or voucher matching the value of the item will be issued (no monetary refunds), in compliance with applicable consumer protection laws.