Refund policy

Returns & Exchanges Policy

Last updated: 1st August 2026

This policy explains your options if something isn't right with your order, and applies to all purchases made through SVARA Ltd (www.svarathestore.com).

Nothing in this policy limits your rights under the Consumer Guarantees Act 1993 or the Fair Trading Act 1986. If you're an international customer, you may also have additional rights under the consumer protection laws of your own country — this policy sets out our minimum standards, and doesn't take away from those rights.

1. Change of Mind Returns

We want you to love what you order — but if it's not quite right, we accept change-of-mind returns on the following terms:

Timeframe: You have 30 days from the date you receive your order to request a return.
Condition: Items must be unworn, unwashed, and in original condition, with all tags still attached and in their original packaging. We reserve the right to refuse a return that doesn't meet this standard.
Excluded items: For hygiene reasons, we can't accept change-of-mind returns on [e.g. earrings, swimwear, underwear] unless faulty. Items marked as final sale or purchased with a discount code over 20% are also excluded from change-of-mind returns — this will be clearly noted on the product page at the time of purchase.
How to start a return: Email info@svarathestore.com with your order number and the item(s) you'd like to return. We'll send you instructions on where to send it.
Return shipping: Return shipping is at the customer's cost.
Refund method: Once we've received and checked the item, we'll refund you via your original payment method, usually within 5 business days].

This change-of-mind policy is offered at our discretion, in addition to — not instead of — your legal rights below.

2. Faulty, Damaged, or Not-as-Described Items

If an item arrives faulty, damaged, or doesn't match what was advertised, you're covered under the Consumer Guarantees Act, which applies automatically to this purchase regardless of anything else in this policy.

Under the CGA, our products are guaranteed to be of acceptable quality, fit for their intended purpose, and to match their description. If they don't meet this standard:

For a minor fault, we may choose to repair, replace, or refund the item.
For a major fault — meaning the item is unsafe, significantly different from its description, or wouldn't have been bought by a reasonable person had they known about the problem — you choose whether you'd like a repair, replacement, or refund.

To make a claim:

Contact us at info@svarathestore.com with your order number, a description of the issue, and photos of the fault.
We may ask you to return the item to us; if so, we'll cover reasonable return shipping costs for confirmed faults.
We'll assess the claim and get back to you within 5 business days with next steps.

You don't need your original packaging to make a CGA claim, and proof of purchase can be your order confirmation email, bank statement, or receipt — it doesn't have to be the original paper receipt.

This right isn't limited by an arbitrary time window — how long you can claim depends on how long it's reasonable to expect the item to last, given its price and nature (a durability standard the CGA calls "acceptable quality"), not a fixed number of days.

3. Sale Items

Items purchased on sale are still covered by the Consumer Guarantees Act if faulty — being discounted doesn't remove your legal rights. However, sale items may be excluded from our optional change-of-mind returns (see Section 1) where noted on the product page.

4. Exchanges

If you'd like a different size or colour, let us know at info@svarathestore.com within the change-of-mind window above. Exchanges are subject to stock availability — if the item you want isn't available, we'll offer a refund or store credit instead.

5. International Customers

If you're based in Australia, the UK, the US, or the EU, this policy is designed to meet the minimum standards of New Zealand consumer law. You may also be entitled to additional protections under your own country's consumer laws (for example, the Australian Consumer Law, the UK Consumer Rights Act 2015, or EU consumer protection directives), which this policy doesn't limit or override.

Please note: for change-of-mind returns, international customers are responsible for return shipping costs and any customs charges incurred, unless the return is due to a fault on our part.