Know the policy before we begin making your order.
Photo-personalized order cancellations
Cancellations are accepted before production begins. Once production has started, a photo-personalized order cannot be canceled, returned or refunded because you changed your mind.
Ordinary products
Products that do not require your reference photo are also made to order. You may request a return within 7 days from the date you receive the item. For returns due to non-quality reasons, the buyer is responsible for the return shipping cost. Contact support before sending anything back.
Damaged, defective or incorrect items
If your item arrives damaged, defective or materially different from your confirmed order, contact customer support with the order number and clear photos. We will coordinate with you to review the issue and agree on a resolution, including a refund where appropriate. If a return is required for a product quality issue, we cover the return shipping cost. Customer support will confirm whether a return is needed before you send anything back.
Refund timing
If a return is required, your refund will arrive through the original payment method within 7 working days after we receive the returned item. If no return is required, your refund will arrive through the original payment method within a few working days after the resolution is agreed with customer support. Please agree on the refund and any return arrangements with customer support in advance.
Before sending anything back
Contact support@souvori.com before returning an item. This policy does not limit rights that cannot be excluded under applicable law.
