Refund policy
Last updated: July 2026
At Caventra, customer satisfaction is our priority. If you experience an issue with your order, we're here to help.
Please read the following policy before requesting a return or refund.
Returns
We accept return requests within 30 days of the delivery date.
To be eligible for a return, the item must:
- Be unused and in its original condition.
- Include the original packaging.
- Not show signs of misuse or damage caused after delivery.
Please contact us before returning any item. Returns sent without prior authorization may not be accepted.
Damaged or Incorrect Items
If your order arrives:
- damaged,
- defective,
- or you receive the wrong item,
please contact us within 7 days of delivery.
Include:
- Your order number.
- A description of the issue.
- Clear photos showing the product and packaging.
Once reviewed, we will arrange a replacement or issue an appropriate refund if your claim is approved.
Lost Packages
If your package is confirmed as lost during transit by the shipping carrier, please contact us.
We will investigate the shipment and work toward an appropriate resolution.
Non-Returnable Items
For hygiene and safety reasons, certain personal care items may not be eligible for return once opened or used, unless they arrive damaged or defective.
Refunds
Once your request has been reviewed and approved, refunds will be issued to your original payment method.
Depending on your payment provider, refunds may take 5–10 business days to appear in your account.
Order Cancellations
Orders may be canceled only before they have been processed for shipment.
Once an order has entered the fulfillment process, it can no longer be canceled.
Shipping Costs
Shipping fees (if applicable) are non-refundable unless the return is due to:
- our error,
- a damaged item,
- or an incorrect product received.
Contact Us
If you need assistance regarding your order, please contact us:
Email: sm.contact.team@gmail.com
We aim to respond as quickly as possible and resolve every issue fairly.