Refund and Returns Policy

1. General Policy

At Cilvora we strive to ensure that every purchase meets your expectations. If you are not completely satisfied with a product, you may request a return or refund in accordance with the conditions set out below.

2. Eligibility for Returns

2.1. Time Frame

Requests for returns must be submitted within 30 calendar days from the date you receive the item.

2.2. Condition of Items

To be eligible for a return, the product must be:

• Unused and in its original condition
• Unworn, unwashed, and free of any alterations
• Returned in the original packaging, including any accessories, tags, and documentation

2.3. Non‑returnable Items

The following items cannot be returned or refunded:

• Personalized or custom‑made products
• Final‑sale or clearance merchandise clearly marked as such
• Items that have been damaged, altered, or used beyond the criteria above

3. Return Process

3.1. Initiating a Return

To start a return, contact our support team at [email protected] or call +1 (615) 911-4722. Provide your order number, the item(s) you wish to return, and the reason for the return.

3.2. Return Authorization

After reviewing your request, we will issue a Return Authorization Number (RAN) and detailed instructions for shipping the item back to us. Returns sent without a RAN will not be processed.

3.3. Shipping Costs

Unless the return is due to a defect or an error on our part, you are responsible for the cost of return shipping. We recommend using a trackable shipping service and purchasing insurance, as we cannot guarantee receipt of items sent without tracking.

4. Refunds

4.1. Refund Method

Refunds will be issued to the original payment method used for the purchase. If the original method is no longer available, we will contact you to arrange an alternative.

4.2. Timing

Once we receive and inspect the returned item, we will process the refund within 7 business days. The total time for the refund to appear in your account depends on your bank or card issuer.

4.3. Restocking Fee

A restocking fee of up to 15% may be applied to returns that do not meet the eligibility criteria outlined in Section 2.

5. Defective or Incorrect Items

If you receive a defective, damaged, or incorrect item, please contact us within 7 days of receipt. We will arrange a replacement or a full refund, including any applicable shipping costs, at no additional charge to you.

6. User Responsibilities

• Provide accurate contact information when placing an order.
• Inspect the product upon delivery and report any issues promptly.
• Follow the return instructions and include the Return Authorization Number.
• Package the item securely to prevent damage during transit.

7. Legal Disclaimer

This Refund and Returns Policy does not affect any statutory rights you may have under applicable consumer protection laws. In the event of a conflict between this policy and local law, the law will prevail.

8. Contact Information

If you have any questions regarding this policy, please reach out to us:

Email: [email protected]
Phone: +1 (615) 911-4722
Address: 772 South 6th Way, Nashville, Tennessee 37222, United States