Refund policy
We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You will also need the receipt or proof of purchase.
In the event of a withdrawal, return shipping costs are the responsibility of the Customer.
In the case of a defective or non-compliant product, or an order error, SAWATELL covers the entirety of your return shipping fees via a prepaid label sent by email.
To initiate a return, you can contact us at: sales@sawatell.com. Please note that returns must be sent to the following address: 9 rue du faubourg du pont neuf, 86000 Poitiers, France.
To exercise your right of withdrawal or request a return, you can access your customer account area at the following address: https://account.sawatell.shop. Log in using the email address used during your order, select the relevant order, and choose the item(s) you wish to return.
If the order has not yet been shipped, you may request the cancellation of eligible items. If the order has already been shipped or received, you may submit a return request, subject to compliance with the legal 14-day period and the conditions stated in this policy.
You can also contact us for any questions regarding returns or withdrawals at: sales@sawatell.com.
Damages and Issues
Please inspect your order upon receipt and contact us immediately if the item is defective, damaged, or if you received the wrong item, so that we can evaluate the issue and make it right.
Exceptions / Non-Returnable Items
Certain types of items cannot be returned, such as custom products (such as special orders or personalized items). Please get in touch if you have questions or concerns about your specific item. Sale items and gift cards are eligible for the right of withdrawal, except when they fall into a category legally excluded from the right of withdrawal.
Items returned incomplete, spoiled, damaged, or soiled will not be refunded, taken back, or exchanged.
When a product has been used beyond what is strictly necessary to verify its nature, characteristics, and proper functioning, it undergoes an irreversible loss of value. In this case, the product is considered used and can no longer be refunded, as it cannot be resold as a new product.
By exception, a refund or replacement may be granted only if the product has a proven defect attributable to the manufacturer (manufacturing or conformity defect), and provided that this defect does not result from misuse, non-compliant installation, or incorrect handling by the customer. In accordance with legal provisions, SAWATELL applies the legal warranty of conformity for a duration of 24 months.
Any product damaged, altered, or rendered non-compliant due to misuse or improper installation by the customer is excluded from any refund or warranty.
Product Condition Upon Return
| Product Condition After Return | Applied Depreciation (%) | Description |
| New, never used | 0 % | Product in perfect condition, unused, with original packaging intact and sealed |
| Proven manufacturing defect (attributable to the manufacturer) | 0 % | A defect or a hidden defect (vice caché) on the product |
| Opened – damaged packaging | 15 % | Product unused, but packaging opened, damaged, or replaced |
| Used – very good condition | 25 % | Product tested and fully functional, showing slight micro-scratches |
| Used – good condition with minor defects | 35 % | Functional product with visible cosmetic defects (scratches, signs of wear) |
| Used – fair condition | 50 % | Functional product but showing marked wear (scratched screen, missing accessories, etc.) |
| Used – degraded condition | 75 % | Partially functional product, presenting minor malfunctions (defective sensor, unstable connection, etc.) |
| Unusable / Out of Order (OOO/HS) | 100 % | Non-functional or heavily damaged product, requiring major repair or not economically viable |
Consequently, a depreciation deduction may be applied to the refund to compensate for the loss of value of the product. This depreciation will be objectively justified, proportionate to the condition of the product, and may notably take into account cleaning, refurbishment, or repair costs, or the fact that the product can no longer be resold as new but only as a used product.
Furthermore, when a promotional offer is conditioned on the purchase of a minimum quantity of products or reaching a specific order threshold, the partial return of an order automatically triggers a re-evaluation of the commercial offer. The refund will then be adjusted accordingly, based on the pricing conditions applicable after the return.
Any package returned to our company for a reason not attributable to us (package not collected from the pick-up point within the timeframe, "does not live at the address indicated" / NPAI, delivery refusal, incorrect address provided by the customer, etc.) will only be re-shipped at the request of the customer and at their exclusive expense. In the absence of a re-shipping request, the order will be refunded after deducting delivery and packaging costs.
In the event of a refusal of the package by the customer upon delivery, a flat-rate fee of €8.00 will be deducted from the refund, unless the refusal is justified by a package that is manifestly damaged upon receipt.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
14-Day European Union Cooling-Off Period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You will also need the receipt or proof of purchase.
Refunds
We will notify you once we have received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 14 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at sales@sawatell.com.
