Returns, Refunds & Cancellation Policy

At SVB Sports, we aim to provide fair, transparent and practical return, refund and cancellation procedures.

This policy applies to eligible purchases made through www.svbsports.com.

Please read this policy together with our:

• Terms and Conditions;
• Shipping and Delivery Policy;
• Privacy Policy; and
• any product-specific return or warranty conditions displayed on the website.

Nothing in this policy excludes or limits any right or remedy that cannot lawfully be excluded under applicable consumer-protection law.

You may request a return within 5 calendar days after the order is delivered, unless:

• a different period is stated on the product page;
• the product is excluded from change-of-mind returns;
• the product is customised, personalised or specially prepared;
• the request concerns a warranty issue governed by a separate warranty period; or
• applicable law provides another right or remedy.

Submitting a return request within the return window does not automatically mean that the return has been approved.

To qualify for a standard return, the product should:

• be unused;
• be unworn, unwashed and unaltered;
• remain in its original condition;
• include the original packaging;
• include tags, manuals, accessories and free items supplied with it;
• not show damage caused after delivery;
• be securely packed for return; and
• be accompanied by valid proof of purchase.

We may decline a return where the product does not meet these conditions, subject to applicable law.

Opening outer courier packaging solely to inspect a product does not by itself make the product used.

Where permitted for the relevant product, a customer may request a return because of:

• change of mind;
• incorrect size selection;
• incorrect model selection;
• duplicate ordering; or
• another reason not caused by a product defect or an SVB Sports error.

For these returns:

• the product must satisfy the general eligibility conditions;
• the customer is responsible for return shipping;
• original shipping charges may not be refundable;
• COD charges and special-handling charges are not ordinarily refundable; and
• any refund is issued only after the returned product has been received and inspected.

A wrong size or product selected by the customer is not treated as an incorrect product supplied by SVB Sports.

Contact us promptly if you receive:

• a product damaged in transit;
• a defective product;
• the wrong product;
• the wrong size or variant compared with your confirmed order;
• an incomplete product;
• a parcel with missing items; or
• a product that materially differs from its description.

For courier-related damage, incorrect delivery or missing contents, please contact us preferably within 48 hours of delivery.

A report made after 48 hours may be more difficult to verify with the courier, but it will still be reviewed in accordance with applicable law and the available evidence.

Please provide:

• your order number;
• a description of the issue;
• photographs of the outer packaging;
• photographs of the shipping label;
• clear photographs of the product and all contents received; and
• an unedited parcel-opening video, where reasonably available or requested.

Keep the product, packaging, invoice, labels and accessories until the claim has been reviewed.

Depending on the circumstances, the available resolution may include:

• replacement;
• repair;
• refund;
• replacement of a missing part;
• store credit, where accepted by the customer; or
• another appropriate remedy.

The following products are not ordinarily eligible for change-of-mind returns:

• customised or personalised products;
• made-to-order or specially sourced products;
• products altered at the customer’s request;
• products showing signs of use, washing or wear;
• products damaged through misuse or improper storage;
• gift cards or digital-value products;
• products sealed for hygiene or safety reasons once the seal has been opened;
• products expressly marked “final sale” or “non-returnable” before purchase; and
• other products whose nature makes a return unsuitable after use or opening.

A sale or discounted product should not automatically be treated as non-returnable merely because it was discounted.

Products clearly marked “Final Sale” or “Non-Returnable” on the product page before purchase are not eligible for change-of-mind returns.

These exclusions do not remove rights relating to defective, damaged, misdescribed or incorrectly supplied products.

Some sports products or services may be prepared specifically for a customer, including:

• cricket bat knocking;
• oiling;
• protective-sheet application;
• engraving;
• name or number printing;
• team customisation;
• personalised clothing;
• made-to-order products;
• specially sourced products; and
• other customer-requested alterations.

After preparation or customisation begins, these products are generally not eligible for cancellation or change-of-mind return.

A remedy may still be available where:

• the product is defective;
• the wrong product was supplied;
• the customisation does not match the accepted instructions;
• the product was damaged before delivery; or
• applicable law requires a remedy.

Customers are responsible for checking spelling, names, numbers, measurements and other customisation details before submitting the order.

To request a return, contact:

Email: svbsportsmrt@gmail.com
Telephone/WhatsApp: +91 82731 15829

Please provide:

• order number;
• customer name;
• registered email address or telephone number;
• product being returned;
• reason for the request;
• photographs or video where relevant; and
• preferred resolution, where applicable.

Do not send a product back without receiving return approval and instructions.

An unauthorised return may be delayed, refused or returned to the sender.

After reviewing the request, we may:

• approve the return;
• request additional information;
• offer troubleshooting or product guidance;
• arrange a replacement;
• decline the request with an explanation; or
• suggest another lawful resolution.

If approved, we will provide:

• the return address;
• packaging instructions;
• any available shipping-label instructions;
• the return reference, where applicable; and
• the period within which the approved return must be dispatched.

Approval to send a product back does not guarantee a refund before inspection.

Where SVB Sports is responsible

SVB Sports will arrange or reimburse reasonable return shipping where the return is approved because:

• the product is defective;
• the product was damaged before or during delivery;
• the wrong product was supplied;
• an item was missing; or
• another verified error was caused by SVB Sports.

The return method must follow our instructions. We may not reimburse premium or unauthorised shipping methods chosen without approval.

Where the customer is responsible

The customer is responsible for return shipping where the return is due to:

• change of mind;
• incorrect size or product selected by the customer;
• duplicate purchase;
• personal preference;
• inability to use a compatible product despite accurate listing information; or
• another reason not caused by a defect or our error.

Use a trackable shipping service and retain proof of dispatch.

SVB Sports is not responsible for a customer-arranged return that is lost before reaching us, except where applicable law provides otherwise.

Returned products are inspected after receipt.

The inspection may consider:

• whether the correct product was returned;
• product condition;
• signs of use or damage;
• packaging condition;
• missing accessories or parts;
• tags and labels;
• serial or identifying information;
• reason for return; and
• evidence supplied with the request.

If the product does not meet the approved return conditions, we may:

• decline the refund;
• make a lawful and reasonable deduction for reduced value;
• return the product to the customer at the customer’s cost; or
• offer another resolution.

We will explain the reason where a return or refund is declined.

Once an eligible return has been received, inspected and approved, the refund will normally be initiated within 7–10 business days.

Refunds are ordinarily issued to the original payment method.

The refunded amount may exclude, where lawful and applicable:

• original shipping charges;
• COD charges;
• return shipping payable by the customer;
• customs duties;
• non-refundable preparation fees; and
• reasonable deductions for missing components or diminished condition.

Banks, card issuers, wallets and payment providers may require additional time to display the refunded amount.

Please contact us if an approved refund has not appeared within 15 business days after we confirm that it was processed.

Cash on Delivery refunds cannot be returned as cash through the courier.

For an approved COD refund, we may request:

• account holder name;
• bank account number;
• bank name;
• IFSC code;
• UPI ID; or
• another supported refund method.

Refund information must belong to the customer or an authorised recipient.

For security, never send:

• UPI PIN;
• ATM PIN;
• OTP;
• online-banking password; or
• card security code.

SVB Sports may verify refund details before processing payment.

We do not ordinarily offer direct product exchanges.

To obtain another size, colour, model or product:

1. Request a return for the original product, if eligible.
2. Place a new order for the preferred product.

A replacement provided for a damaged, defective, incorrect or incomplete product is not treated as a change-of-mind exchange.

Contact us as soon as possible to request cancellation.

An order may be cancellable before:

• dispatch;
• customisation begins;
• preparation work begins;
• a special-order product is sourced; or
• a personalised item enters production.

Cancellation cannot be guaranteed after processing begins.

Once an order has been dispatched, it must generally be handled through the applicable return process.

If SVB Sports cancels a prepaid order before dispatch, the amount paid for the cancelled product or order will be refunded.

Customised, personalised, made-to-order and prepared products may not be cancellable after work begins, except where required by applicable law.

If an order is refused, remains unclaimed or is returned because of:

• customer unavailability;
• incorrect or incomplete address;
• refusal to accept delivery;
• failure to pay COD;
• failure to respond to the courier;
• failure to complete customs clearance; or
• failure to pay import charges,

the following may apply:

• original shipping charges may not be refunded;
• return-to-origin charges may be deducted;
• COD charges may not be refunded;
• international return and customs costs may be deducted; and
• re-dispatch may require advance payment of shipping charges.

Any refund will normally be considered only after the parcel has returned to SVB Sports and has been inspected.

These deductions will be limited to amounts that are lawful, reasonable and connected with the failed delivery.

If an order appears lost or remains undelivered beyond the expected timeframe, contact us with:

• order number;
• tracking number;
• recipient name;
• delivery address; and
• relevant courier communication.

We will investigate the shipment with the logistics partner.

Where a shipment is confirmed lost or irretrievably undelivered, the available resolution may include:

• replacement;
• refund;
• store credit, where accepted; or
• another appropriate remedy.

A courier investigation may be required before the resolution is completed.

For international returns:

• prior approval is required;
• the customer normally pays return shipping for change-of-mind returns;
• SVB Sports will arrange or reimburse reasonable return shipping for a verified defect, damage or incorrect supply where appropriate;
• original international shipping charges are ordinarily non-refundable;
• customs duties, VAT, brokerage and import taxes paid to foreign authorities are not refunded by SVB Sports;
• the customer is responsible for correctly declaring the parcel as returned goods where applicable; and
• any customs or handling charges incurred on the return may be deducted where lawful.

Use a tracked shipping service and retain proof of dispatch.

We are not responsible for delays caused by international customs authorities.

Where an order includes:

• a bundle discount;
• buy-one-get-one offer;
• free product;
• promotional gift; or
• minimum-spend benefit,

the return may require all related products or gifts to be returned.

If a promotional item is not returned, its stated or reasonable value may be deducted from the refund where permitted.

Refunds are based on the amount actually paid after discounts rather than the original listed price.

Some products may have a manufacturer, supplier or SVB Sports warranty.

A warranty claim may require:

• proof of purchase;
• product photographs or video;
• serial or batch information;
• a description of the issue;
• inspection; and
• compliance with product-care instructions.

Warranty coverage does not ordinarily include:

• normal wear and tear;
• accidental damage;
• misuse;
• incorrect storage;
• unauthorised repair;
• alteration; or
• damage caused by use outside the intended purpose.

Any warranty limitation remains subject to mandatory consumer rights and product-liability law.

We may restrict or investigate return requests where we reasonably suspect:

• fraudulent claims;
• repeated return of used products;
• substitution of products;
• false damage claims;
• manipulation of photographs or video;
• return of counterfeit or unrelated products;
• abuse of promotional offers; or
• excessive returns inconsistent with ordinary purchasing behaviour.

We will not use this clause to deny a genuine statutory or contractual claim.

For returns, refunds, cancellations or damaged-product support, contact:

SVB Sports
Pallavpuram Phase 2
Meerut, Uttar Pradesh 250110
India

Email: svbsportsmrt@gmail.com
Telephone/WhatsApp: +91 82731 15829
Support hours: Monday–Saturday, 9:00 AM–6:00 PM IST

When contacting us, include your order number and a brief explanation of the request.