Return and Refund Policy

This Return and Refund Policy explains your rights and our procedures regarding returns, exchanges, refunds, and cancellations when shopping with Cavella Bags. It is designed to provide clear guidance while complying with United Kingdom consumer protection laws.

Key Points

  • Return and exchange requests must be submitted within 30 days of receiving your order
  • Customers are responsible for return shipping costs unless the item is damaged, defective, or incorrect
  • Refunds are processed within 7 days after approval
  • No restocking fees are charged

Relationship to Our Terms of Service
This Return and Refund Policy is subject to, and should be read together with, our Terms of Service.

Return and Exchange Eligibility Conditions
You can request a return or exchange within 30 days of receiving your order. To qualify for a return or exchange, items must meet all of the following conditions:

  • The item must be unused and in its original condition.
  • The original packaging, tags, labels, and any included accessories must be present and undamaged.
  • The item must not be washed, altered, customised, or damaged.
  • The item can only be tried on for inspection and must not show signs of use beyond an initial fitting.

Note: Requests received after 30 days of receiving your order will not be accepted unless a longer period is required under applicable consumer protection laws.

Non-returnable products
Products that do not meet the above conditions, or have been returned without prior approval, cannot be accepted.

How to Request a Return or Exchange
All returns and exchanges must be requested and approved before items are sent back. To request a return or exchange, you must contact our support team at support@cavellabags.com within the applicable return window and provide your order number, the item(s) you wish to return or exchange, the reason for the request, and clear photos where applicable.

Refunds

  • After receiving and inspecting the returned items, we will notify you of the approval or rejection of your refund.
  • If approved, your refund will be processed within 7 days after approval and issued to your original payment method, where possible.
  • Crediting times can vary depending on the payment service provider or financial institution.

Exchanges

  • If you request an exchange, instructions will be provided after approval.
  • Replacement items are shipped after the return is received and approved.
  • If the requested item is not available, a refund will be issued.

Damaged, Defective, or Incorrect Items
If you receive an item that is damaged, defective, or incorrect, email support@cavellabags.com with your order number, a brief description of the issue, and photos of the item and its packaging. Once the request is reviewed, you can request a replacement or a full refund.

Return Shipping
Return instructions and the return address are provided after your return or exchange request has been approved.

  • For damaged, defective, or incorrect items, return shipping costs are covered by Cavella Bags
  • For all other returns, customers are responsible for return shipping costs
  • No restocking fees are charged

We recommend using a trackable shipping method, as we are not responsible for items lost during return transit.

Order Cancellations
Orders can be cancelled by contacting support at support@cavellabags.com before processing. After the order has been processed, cancellations are not possible; and the order must be handled through the return process after delivery.