Refund policy

Refund and Cancellation Policy

Order Cancellations You can request to cancel your order directly through our Self-Serve Portal using the email address associated with your purchase. Cancellations are accepted automatically as long as your order has not yet been processed or fulfilled by our team. Once the order has been fulfilled and shipped, it can no longer be canceled, and you will need to follow our standard return process upon receiving the item.

Returns We have a 14-day return policy for orders shipped within the European Union, which means you have 14 days after receiving your item to request a return.

Please note: We do not accept returns, exchanges, or refunds for international orders shipped outside the European Union (United States, Switzerland, Japan, etc.). All sales shipped outside the EU are final.

To be eligible for a return (only within the EU), your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

How to start a return: The easiest way to start a return is to log in to our Self-Serve Portal to submit your request. Alternatively, you can contact us at sintivebrand@gmail.com.

Please note that approved returns will need to be sent to the following address: 39 Rue Saint-Lambert, 75015 Paris, France.

If your return is accepted, please note that we do not provide a return shipping label. The shipping costs for returning your item are entirely your responsibility. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return questions at sintivebrand@gmail.com.

Damages and issues Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and make it right. This inspection policy applies to all orders, including international ones. In the event of a proven defect, we will find an appropriate solution despite the final nature of sales outside the EU.

Exceptions / non-returnable items Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item. Unfortunately, we cannot accept returns on sale items, gift cards, or any items shipped outside the European Union.

Exchanges The fastest way to ensure you get what you want is to return the item you have (if you are in the EU via our Self-Serve Portal), and once the return is accepted, make a separate purchase for the new item.

European Union 14-day 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, for any reason and without a justification. 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’ll also need the receipt or proof of purchase.

Refunds We will notify you once we’ve 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 10 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 sintivebrand@gmail.com.