Refund policy
At Cuiravo, we want you to feel confident when shopping with us. Each order is carefully prepared and inspected before shipment. If you are not fully satisfied with your purchase, please review our refund policy below.
Returns
We accept returns within 14 days of delivery for eligible items.
To be eligible for a return, your item must be:
- Unused and in its original condition
- Free from signs of wear, damage, stains, odors, or alterations
- Returned with all original packaging, tags, dust bags, and accessories, if included
- Approved through our return request process before being shipped back
Items sent back without prior approval may not be accepted.
Non-Returnable Items
The following items are not eligible for return or refund:
- Personalized, monogrammed, engraved, or custom-made items
- Items marked as final sale or clearance at the time of purchase
- Gift cards
- Items damaged due to misuse, improper care, or normal wear and tear
- Items returned after the 14-day return window
Because personalized and custom items are made specifically for each customer, they cannot be returned unless they arrive damaged, defective, or incorrect.
Exchanges
At this time, we are unable to offer exchanges.
If you would like a different item, color, or style, you may return your eligible item for a refund and place a new order separately.
For damaged, defective, or incorrect items, we may offer a replacement or refund depending on the situation. This does not apply to standard exchange requests for a different style, color, or item.
How to Start a Return
To request a return, please contact us at customer.service@theluxeleather.com with your order number and reason for return.
Once your return request is reviewed and approved, we will provide return instructions. Please do not ship your item back until your return has been approved.
Return Shipping
Customers are responsible for purchasing their own return shipping label unless the return is due to an error on our part, such as a damaged, defective, or incorrect item.
Original shipping charges are non-refundable unless the return is due to an error on our part.
We recommend using a trackable shipping service, as Cuiravo is not responsible for returns lost or damaged in transit.
Damaged, Defective, or Incorrect Items
Please inspect your order when it arrives. If your item is damaged, defective, or incorrect, please contact us within 7 days of delivery so we can review the issue promptly.
Please include your order number and clear photos of the item, packaging, and issue. Once reviewed, we will work with you to make it right, which may include a replacement or refund depending on the situation.
Refunds
Once we receive and inspect your returned item, we will notify you whether your refund has been approved.
If approved, your refund will be issued to your original payment method. Please allow 5 to 10 business days for the refund to appear on your statement, depending on your bank or payment provider.
Cuiravo reserves the right to deny a refund if the returned item does not meet the conditions listed in this policy.
Late or Missing Refunds
If you have not received your refund after approval, please first check with your bank or credit card provider, as processing times may vary.
If you have already done this and still have not received your refund, please contact us at customer.service@theluxeleather.com.
International Orders
For international orders, customs fees, duties, taxes, and import charges are non-refundable. These charges are the responsibility of the customer and may vary by country.
Questions
If you have any questions about this Refund Policy, please contact us at customer.service@theluxeleather.com.