Refund policy

Last updated: 6 August 2026

This Returns and Refund Policy governs requests to return products purchased from Scandivv (“Scandivv”, “we”, “us”, or “our”) and the reimbursement of amounts paid for those products. It applies in addition to any mandatory consumer rights available under applicable law. Where this Policy conflicts with a mandatory legal right, that legal right prevails.

1. RETURN PERIOD AND RIGHT OF WITHDRAWAL

1.1 Voluntary return period. A customer may request a return within fourteen (14) days after delivery of the order.

1.2 Statutory withdrawal. Consumers entitled to a statutory right of withdrawal, including qualifying consumers in the European Union or European Economic Area, may exercise that right within the period and subject to the conditions prescribed by applicable law. No reason is required when a valid statutory right of withdrawal is exercised.

1.3 Notification. A return or withdrawal request must be communicated clearly to Scandivv before the applicable period expires.

2. CONDITION AND ELIGIBILITY OF RETURNED PRODUCTS

2.1 Product condition. Products should be returned unused, unworn, with all original tags attached, and in their original packaging, including any pouches, cards, accessories, and promotional items supplied with the order.

2.2 Inspection and diminished value. Scandivv may reduce a refund to reflect avoidable loss in value caused by handling beyond what is reasonably necessary to inspect the nature, characteristics, and functioning of the product, to the extent permitted by law.

2.3 Incomplete returns. Missing products, accessories, gifts, tags, or packaging may delay processing or result in an appropriate deduction where permitted by law.

2.4 Earrings and hygiene. For hygiene reasons, earrings cannot be returned once supplied, except where they arrived damaged, defective, or incorrect, or where a mandatory consumer right requires otherwise.

3. RETURN AUTHORISATION AND PROCEDURE

3.1 Return request. Customers must email support@scandivv.com with the order number and the products they intend to return.

3.2 Instructions. Scandivv will ordinarily provide the return address in Amsterdam, the Netherlands, and the applicable instructions within one to two (1–2) business days. Customers should include their name and order number inside the parcel.

3.3 Unauthorised returns. A parcel sent without the requested identifying information or contrary to the provided instructions may be delayed or refused where permitted by law. This clause does not restrict a valid statutory right of withdrawal.

4. RETURN SHIPPING, RISK, AND IMPORT CHARGES

4.1 Change-of-mind returns. Unless Scandivv agrees otherwise or applicable law requires otherwise, the customer is responsible for arranging and paying the cost of a change-of-mind return. If Scandivv provides a return label for such a return, the cost of that label will be deducted from the refund where permitted by law.

4.2 Tracking and transit risk. Customers are strongly advised to use a trackable service. Except where mandatory law provides otherwise, the customer bears the risk of the return parcel until it is received by Scandivv.

4.3 International returns. International return parcels should be declared as “Returned goods – no commercial value.” Duties, taxes, brokerage charges, or handling fees incurred because a return was declared incorrectly may be deducted from the refund where permitted by law.

5. FAULTY, DAMAGED, OR INCORRECT PRODUCTS

5.1 Reporting. Customers are requested to notify Scandivv within twenty-four (24) hours after delivery if a product is faulty, damaged, or different from the product ordered. This reporting period assists Scandivv with carrier and fulfilment claims and does not limit any mandatory legal guarantee or other statutory right.

5.2 Evidence. Scandivv may request clear photographs of the product, external packaging, internal packaging, and shipping label. Customers should retain the packaging until the claim has been assessed.

5.3 Return costs. Where a product is confirmed as faulty, damaged, or incorrect, Scandivv will bear reasonable return costs and provide the remedy required by applicable law.

6. EXCHANGES

Scandivv does not offer direct exchanges. A customer wishing to obtain another size, style, or product must place a new order and return the original product in accordance with this Policy.

7. REFUND ASSESSMENT AND PROCESSING

7.1 Inspection. Returned products are inspected after receipt. Scandivv will notify the customer if the return is approved or if further information is required.

7.2 Refund method. Approved refunds are issued to the original payment method unless the customer expressly agrees otherwise or applicable law requires another method.

7.3 Processing period. Scandivv ordinarily processes an approved refund within ten (10) business days after the returned products are received. A bank, card issuer, or payment provider may require additional time to credit the funds.

7.4 Statutory reimbursement deadline. For a withdrawal governed by applicable EU or EEA consumer law, reimbursement will be made without undue delay and no later than fourteen (14) days after Scandivv is informed of the withdrawal. Where permitted, Scandivv may withhold reimbursement until the returned products are received or the customer supplies evidence that they have been sent, whichever occurs first.

8. OUTBOUND SHIPPING, PRIORITY SHIPPING, AND WITHDRAWAL

8.1 Voluntary returns. Original outbound shipping charges are not refundable for a voluntary return unless Scandivv agrees otherwise or applicable law requires reimbursement.

8.2 Statutory withdrawal delivery costs. For a full-order withdrawal covered by applicable EU or EEA consumer law, the maximum outbound delivery-cost reimbursement is the amount charged for the least expensive Standard Shipping option offered for that order. Any supplementary amount paid for Priority Tracked Shipping, express shipping, or another upgraded service is excluded. If the least expensive Standard Shipping option was free, the maximum delivery-cost reimbursement is zero.

8.3 Priority service used. Priority Tracked Shipping and other supplementary delivery upgrades are non-refundable once the purchased service has been used. A carrier delivery occurring later than its estimate does not by itself make the Priority upgrade fee refundable.

8.4 Priority service not used. If Scandivv does not dispatch an order using the Priority service purchased at checkout, Scandivv will refund the Priority upgrade fee. The Priority upgrade fee is the amount charged above the least expensive Standard Shipping option offered for that order.

8.5 Partial returns. A partial return does not qualify for reimbursement of outbound shipping. If an order qualified for free Standard Shipping and the products retained after a partial return fall below the applicable threshold, the Standard Shipping fee for the destination may be deducted from the refund where permitted by law.

9. PROMOTIONS, BUNDLES, AND GIFTS

9.1 Promotional recalculation. If returned products cause an order to cease qualifying for a promotion, bundle price, or Buy X, Get Y offer, Scandivv may recalculate the order. The value of a free or discounted product that no longer qualifies may be deducted from the refund.

9.2 Free products. No refund is payable for a product supplied free of charge. If paid products forming part of the same promotion are returned, the remaining products may be repriced according to the promotion terms.

9.3 Gifts with purchase. A gift that is no longer earned following a return must be included unopened. If it is not returned, its stated value may be deducted where permitted by law.

10. ADDRESS ERRORS, FAILED DELIVERY, AND CARRIER RETURNS

10.1 Address responsibility. Customers are responsible for providing a complete and accurate delivery address. An address change cannot be guaranteed after order processing begins.

10.2 Returned or refused parcels. If a parcel is returned because of an incomplete or incorrect address, failed delivery, recipient unavailability, refusal, or failure to collect, reasonable carrier, return, or reshipment costs may be charged to the customer where permitted by law.

10.3 Assessment. Any refund or reshipment will be assessed after considering the parcel status, product condition, actual carrier costs, and applicable consumer law.

11. MANDATORY RIGHTS, GOVERNING LAW, AND CONTACT

11.1 Mandatory rights. Nothing in this Policy excludes or limits a legal guarantee, right of withdrawal, remedy for defective goods, or other consumer right that cannot lawfully be excluded.

11.2 Governing law. This Policy is governed by the laws of the Netherlands. A consumer retains the protection of any mandatory provisions applicable in the country where that consumer habitually resides.

11.3 Contact. Questions and return requests should be sent to support@scandivv.com.