How do I return an item, and how long does it take ?
Customers have 14 calendar days from the date of receipt to request a return for the item(s) purchased.
Please follow the steps below:
- To request a return, please email our Customer Service team at customer.service@carven.com within 14 calendar days of receiving your order. Kindly include your full name, order number, and the reason for return. You will receive a confirmation once your request has been processed.
- Prepare your return by placing the item(s) in their original packaging and affixing the prepaid DHL label included in your parcel. Please ensure that all items are returned in their original condition, with all tags attached. Returns that do not meet these conditions will not be accepted or refunded.
- To schedule a DHL collection, please visit mydhl.express.dhl, select “Schedule a pickup”, and choose a convenient date, time slot, and location within 14 calendar days of your return being authorised.
As soon as we receive your package, we will proceed with quality control and the refund of your item within 14 days. The transport costs will not be refunded, only returned products will be refunded.
How much does it cost to return a product ?
Every order shipped with DHL includes a prepaid label enabling you to make your return at no extra cost. If you no longer have the prepaid return label, please contact us at the following address : customer.service@carven.com
Initial transport costs will not be refunded.
How will I be refunded ?
Your refund will be made with the same method of payment used for the order. The customer's bank account will be credited with the said amount within 30 days of the return request. This period may be extended until CARVEN has received the Products or proof of shipment.
Can I receive my refund via another payment method ?
All refunds are made to the payment method used at the time of purchase.