Refund policy

Refund policy

Last updated: 30 January 2026

At Cilveras, customer satisfaction is our priority. If you are not completely satisfied with your purchase, we are here to help. This Return & Refund Policy outlines the process and conditions for returns and refunds.

Return Eligibility & Conditions

You have 30 days from the date you received your item to request a return. Requests made after this period will unfortunately not be accepted. To be eligible for a return, your item must meet the following criteria:

  • The item must be unused, unworn, and in the same condition that you received it.
  • It must be in the original packaging with all tags and accessories included.
  • A receipt or proof of purchase (order number) must be provided.
  • Note: Items that are damaged, used, or missing parts for reasons not due to our error will not be eligible for a refund.

Items returned in used, damaged, or incomplete condition may not be eligible for a refund.

Non-Returnable Items

The following items cannot be returned:

  • Personalized or custom-made products.

  • Items clearly marked as "Final Sale" at the time of purchase.

  • Gift cards.

How to Request a Return

  • Contact us at info@cilveras.com with your order number and the reason for the return.

  • If your return is accepted, we will send you a Return Authorization and instructions on how and where to send your package.

  • Important: Please do not send your purchase back to the manufacturer. Items sent back to us without first requesting a return will not be accepted.

Return Shipping Costs

  • Defective or Incorrect Items: If the return is due to our error (damaged, defective, or wrong item), Cilveras will cover all return shipping costs.
  • Customer Remorse: If you changed your mind or ordered the wrong size/color, the customer is responsible for paying the return shipping costs.
  • Restocking Fee: We do NOT charge any restocking fees.

Refund Process

Once we receive and inspect your return, we will notify you of the approval or rejection of your refund.

  • If approved, your refund will be processed and automatically applied to your original method of payment.

  • Refund Timelines:

    • PayPal: Typically within 1 business day.

    • Credit Cards: 3–10 business days (depending on your bank's processing time).

Damaged, Defective, or Incorrect Items

Please inspect your order upon reception. If the item is defective, damaged, or if you receive the wrong item, contact us within 48 hours of delivery so we can evaluate the issue and make it right.

Exchanges

We do not offer direct exchanges. The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Cancellations

You can cancel your order only before it has been shipped. Once the item is in transit, it must follow the standard return process.

Contact Information

For any questions regarding returns or refunds, please reach out to us:

Email: info@cilveras.com
Address: 312 W 2ND ST UNIT A2013, Casper, WY, 82601
Phone: +1 (888) 925-1709
Website: https://cilveras.com