Refund policy
Refund and Return Policy
At Svalto, we stand behind every cooler we make. If your product isn't right, we'll make it right. Your purchase is protected by our 60-Day Money-Back Guarantee.
At a glance
- Money-back guarantee: 60 days from delivery
- Report faulty or incorrect items: within 7 days of delivery
- Refund processing: 5-10 business days after approval
- Warranty: 1-year limited warranty on all coolers
- Return shipping: arranged and paid by the customer (except faulty or incorrect items)
- Contact: info@svalto.com, reply within 24 hours
Our 60-day money-back guarantee
We want you to be completely satisfied. If you're not happy with your Svalto cooler for any reason, contact us within 60 days of delivery and we'll arrange a full refund or a free replacement, whichever you prefer.
How to start a return
Email info@svalto.com with your order number, the item(s) you'd like to return, and a brief note on the reason. We'll reply within 24 hours with return instructions and the return address. Please don't ship anything back before contacting us, as returns sent without prior authorization can't be processed.
Return eligibility
To qualify for a refund, items should be in original, resaleable condition, returned with the original packaging, accessories, and inserts where possible, and undamaged through misuse. We understand a product may have been opened and tested, and that's fine. Normal inspection won't void your refund; only significant damage or missing components affects eligibility.
Return shipping
We do not provide prepaid return labels. For change-of-mind returns, you arrange and cover the cost of return shipping. We recommend a tracked and insured method, as we can't process a refund for a parcel that doesn't reach us. If your item is faulty, damaged, or incorrect, return shipping is on us (see below).
Damaged, defective, or incorrect items
If your order arrives damaged, defective, or you received the wrong item, email info@svalto.com with your order number and a photo or short video of the issue within 7 days of delivery. In most cases we'll send a free replacement or full refund without needing the item returned, as the photo is enough. Where a return is required, we cover the shipping cost.
Refunds
Once your return is received and inspected (or your claim approved), we'll process your refund within 5-10 business days to your original payment method. Depending on your bank, it may take a few additional days to appear on your statement. We'll email you as soon as it's issued.
Exchanges
Want a different model or colour? Email us and we'll help you exchange it. The fastest route is usually a refund on the original item and a fresh order for the replacement.
1-year warranty
Every Svalto cooler is covered by a 1-year limited warranty against manufacturing defects. If a fault appears through normal use within 12 months, contact us for a repair, replacement, or refund at our discretion. The warranty doesn't cover accidental damage, misuse, or normal wear.
Order changes and cancellations
Need to change or cancel an order? Email us as soon as possible. If it hasn't shipped, we'll update or cancel it right away. Once an order is in transit, our standard return process applies.
Contact us
Email info@svalto.com and we'll reply to every message within 24 hours.