Informativa sui rimborsi

Refund Policy

1. Order Processing Timeframe

• After placing an order, as it is a customized product, we will process it within 3-7 business days and arrange for shipment.
• If customers wish to cancel an order, they must do so before the order is shipped and within the time frame specified on our website. Please refer to the following detailed instructions for order cancellation:
  • If the cancellation request is made before the order is shipped and within the allowable cancellation time frame (within 24 hours of placing the order), the order can be canceled.

2. Return Policy Overview We have a 30-day return policy, meaning you have 30 days after receiving your item to request a return. To be eligible for a return, your item must be in the same condition that you received it: unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at support@custovo.com . If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

3. Return Address Returns should be sent to the following address: Warehouse Station, Ground Floor, Top Floor, European and American Financial City, Yuhang District, Hangzhou, Zhejiang Province, China.

4. Return Instructions To expedite the processing of your return, please follow these steps:

• Ensure the package contains the following information:
  • Order number
  • Reason for return
  • Contact information (such as phone number or email address)
• Pack the above information along with the item securely.
• Use your chosen courier service to send the package to the return address and retain the tracking number for reference.

5. Damages and Issues Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and make it right.

6. Exceptions / Non-Returnable Items Certain types of items cannot be returned, such as:

• Perishable goods (e.g., food, flowers, or plants)
• Custom products (e.g., special orders or personalized items)
• Personal care goods (e.g., beauty products)
• Hazardous materials, flammable liquids, or gases

Additionally, we cannot accept returns on sale items or gift cards. Please get in touch if you have questions or concerns about your specific item.

7. Return Packaging Requirements

• Returned items must be packaged securely to prevent damage during transit.
• The item and its original packaging must remain intact. If the item includes accessories, manuals, or gifts, they must also be returned.
• Do not affix shipping labels directly to the item’s original packaging.

8. 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.

9. Refunds We will notify you once we’ve received and inspected your return, and let you know if the refund was approved. If approved, the refund will be issued to your original payment method. Please note that it may take some time for your bank or credit card company to process and post the refund.

10. Shipping Fees for Returns

• If the return is caused by the consumer (e.g., you changed your mind), you are responsible for the return shipping fee. The specific fee will depend on the courier company you choose.
• If the return is due to our error (e.g., damaged or incorrect items), we will cover the return shipping fee.

For any additional questions about this refund policy, please contact us at support@custovo.com.