Returns and Refund Policy
Last updated: Today
At Carivella, we want you to shop with confidence. This Returns & Refund Policy explains how returns, refunds, exchanges, and our 30-Day Money-Back Guarantee work for purchases made through our website.
30-Day Money-Back Guarantee
Your satisfaction is important to us. If you are not completely satisfied with your purchase, you may request a return within 30 days of receiving your order.
To begin the return process, please contact our customer support team at:
π§ info@carivella.com
Please include the following information:
- Your full name
- Your order number
- The email address used to place your order
- The reason for your return
- Clear photos if the item is damaged, defective, or incorrect
- Any additional information that may help us review your request
Once we receive your request, our support team will review it and provide further instructions.
Return Authorization
Please do not return any items without contacting us first.
Every return request must be reviewed and approved by Carivella before the item is shipped back.
If your return is approved, we will provide:
- Return instructions
- The correct return address
- Any additional information required to complete the return
In many cases, returned items are sent directly to one of our international fulfillment partners, which may be located in Asia.
Returns sent without prior authorization may not qualify for a refund.
Return Shipping Costs
For returns due to:
- Change of mind
- Ordering the wrong size
- No longer wanting the item
the customer is responsible for all return shipping costs.
If your approved return must be shipped to one of our international fulfillment centers, the customer is responsible for arranging and paying for the return shipment.
We strongly recommend using a tracked shipping service, as we cannot accept responsibility for returns that are lost during transit.
Return Tracking
For every approved return, customers must provide a valid tracking number.
Refunds can only be processed after the returned item has been received and inspected at the designated return location.
If a return shipment cannot be confirmed as delivered, we may be unable to issue a refund.
Return Conditions
To qualify for a refund, returned items must be:
- Unused
- Unworn
- Unwashed
- In their original condition
- Returned with original tags and packaging whenever possible
Returns may be refused if the product shows signs of:
- Wear or use
- Washing
- Perfume or odors
- Makeup stains
- Alterations
- Damage caused after delivery
Non-Returnable Items
For hygiene, safety, or promotional reasons, certain products cannot be returned, including:
- Gift cards
- Clearance or final sale items clearly marked as non-returnable
- Personal care or hygiene-sensitive products
- Used or damaged items
- Products returned without prior approval
Nothing in this section limits any rights you may have under applicable Canadian consumer protection laws.
Damaged, Defective or Incorrect Items
If your order arrives damaged, defective, or you receive the wrong item, please contact us as soon as possible.
π§ info@carivella.com
Please provide:
- Your order number
- A description of the issue
- Clear photographs of both the item and its packaging
Once your claim has been reviewed, we will work with you to provide an appropriate solution, which may include a replacement, store credit, or refund depending on the circumstances.
Canadian Consumer Rights
Nothing in this Returns & Refund Policy limits or excludes any rights available to consumers under applicable Canadian consumer protection legislation.
Where required by law, customers may be entitled to additional remedies if a product is defective, significantly different from its description, or otherwise fails to meet applicable legal standards.
Refund Processing
Once your returned item has been received and approved, you will receive a confirmation by email.
Approved refunds will be issued to the original payment method used during checkout.
Please note that your financial institution or payment provider may require several business days to complete the refund.
Exchanges
Depending on product availability and the nature of your request, we may offer an exchange instead of a refund.
If you would like to request an exchange, please contact us at:
π§ info@carivella.com
Our team will review your request and advise you of the available options.
Order Cancellations
If you need to cancel your order, please contact us as soon as possible.
π§ info@carivella.com
If your order has not yet entered processing or shipment, we will do our best to cancel it.
Once an order has been processed or dispatched, cancellation may no longer be possible. In that case, you may request a return after delivery in accordance with this policy.
Contact Us
If you have any questions regarding returns, refunds, exchanges, or your order, our customer support team is happy to assist you.
Carivella Customer Support
π§ info@carivella.com