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How do I return an item, and how long does it take ?

The customer has 30 working days from the date of receipt of the order to return the item(s) ordered.

Please follow the steps below :

  • Send an e-mail to customer.service@carven.com indicating your first and last name, your order number, the item(s) you wish to return and the reason for the return. A confirmation e-mail will be sent to you once your request has been processed.
  • Once you have received your return authorization, please return the item(s) to us using the DHL return label included in your original package. Please ensure that the item(s) are in their original condition and packaging and include all labels. Otherwise, we will not be able to approve your return and process your refund.
  • Drop off the package at a DHL relay.

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.