Refund policy

RETURNS AND REFUNDS

1. Our 30-day returns policy
You can return most items to us within 30 days of receiving them. Items bought at a sale price can be returned within 14 days of receiving them. This does not affect your legal rights, including your right to cancel an online order within 14 days of delivery under the Consumer Contracts Regulations 2013.

2. Conditions
Items must be unworn, unwashed, unaltered and undamaged, with original tags attached and in their original packaging. Please keep your order number or confirmation email as proof of purchase. For hygiene reasons, swimwear and pierced earrings can only be returned if they are unworn, with any hygiene liner or seal intact and tags attached.

3. How to return an item
Step 1: Email info.cuavanhelp@gmail.com or call 020 8090 4743 with your order number, the item(s) you want to return and the reason.
Step 2: Once your return is approved, we will email you the return address and instructions. Please do not send items back before your return has been approved, as we may not be able to match them to your order.
Step 3: Send the item back within 14 days of your return being approved.

4. Return postage
If you are returning an item because you have changed your mind, you are responsible for the cost of returning it to us. We recommend using a tracked service, as we cannot be responsible for items lost on their way back to us.

5. Refunds
Once we have received and inspected your return, we will email you to confirm whether your refund has been approved. Approved refunds are paid to your original payment method within 10 business days. Your bank or card provider may take extra time to show the refund. If you cancel your whole order within the 14-day cancellation period, we will also refund the standard delivery charge, if any. If more than 15 business days have passed since your refund was approved, please contact us.

6. Faulty, damaged or incorrect items
If your item is faulty, damaged or not what you ordered, please contact us as soon as possible with your order number and photos. Under the Consumer Rights Act 2015 you may be entitled to a repair, replacement or refund. We will cover the cost of returning faulty, damaged or incorrect items.

7. Exchanges
The fastest way to get a different size or colour is to return the item you have and place a separate order for the new one once your return has been approved.

8. Orders shipped to the EU and elsewhere
If your order is shipped to the European Union, you have 14 days from delivery to cancel or return it for any reason, on the same conditions as above.

9. Who we are
CUAVAN LTD (trading as CUAVAN), company number 16051585
71-75 Shelton Street, Covent Garden, London, WC2H 9JQ, United Kingdom
Email: info.cuavanhelp@gmail.com | Phone: 020 8090 4743