Refund policy
We will always do our best to accommodate where applicable, and we highly recommend making yourself aware of our Return Policy below prior to purchasing from us. Please also read all of the information and instructions provided on each product page to ensure you are using our products correctly and safely.
Once you have made a purchase, you have agreed to all the sections and points outlined below. If you have any questions or concerns regarding a return, please email us using our Contact form on the Contact Us page.
Our return window lasts 14 days. If it’s been over 14 days and you request a refund due to a broken/faulty product, please be prepared to show us how the product arrived broken and an honest explanation as to why it took over 14 days to inform us of the faulty product. We may require that you provide us with either an image or video showing that the product is damaged and/or not working.
Return Policy
At Cavara Melbourne, we are committed to providing you with quality products and excellent customer service. Your satisfaction is our priority.
Refunds are not applicable if 14 days go by or:
- You have received your order and have changed your mind
- You ordered a wrong item
- You found the product cheaper elsewhere
- Misused the product in any way that caused the damage or against our advice
- Decided you no longer had use for it
- Knew or were made aware of the faults before purchasing the product
Eligibility for Returns
- Items must be unused, undamaged, and returned in their original packaging.
- The return address is the address given in the customer service email: support@cavara-melbourne.com Please do not send your purchase back to the sender or manufacturer.
- Please include your name, telephone number, address, and a receipt or proof of purchase.
Product Care
Please use our products with care, as they are delicate. If any products come into contact with any substances or liquids that cause damage to the product, that is no fault of our own, and you will not be eligible for a return.
How to Start a Return
Prior to you returning your item, we will require you to contact us via the contact page with the subject line “Refund” and your order number. You can visit this page through our website by clicking on the “Contact” link in the header. Please note that contacting us via social media channels may not be the best place for a quick response and that we prefer being contacted via our website contact form.
If your order is eligible for a refund, we may require you to return your item. A return address will be provided.
Once approved for a refund, your refund will be processed and the money returned will automatically be applied to your credit card or original method of payment within 7 business days, excluding public holidays and weekends.
Returns for Faulty or Defective Products
If you receive an item that is faulty or damaged, we will cover the cost of return shipping and provide a replacement or full refund, depending on your preference. Please contact our customer support team within 14 days of receiving your item to initiate the return process. After this 14-day period, we may not be able to accept returns for faulty or damaged goods.
Returns for Other Reasons
For returns due to reasons such as:
- Disliking the product or its material (but not defective)
- Personal standards of quality
Customers will be responsible for covering the return shipping cost. We encourage you to review product descriptions and specifications carefully before making a purchase.
Wrong Item Delivered
We understand that errors can occasionally occur, and we sincerely apologise for any inconvenience this may cause. If you receive an incorrect item, please contact us immediately so that we can promptly assist you with your order.
Hygiene and Health Safety
Unless proven faulty, products like pillows, bed sheets, blankets, mattress toppers, and others that come into direct contact with the skin cannot be returned or exchanged due to hygiene and health safety reasons. Such items pose a high risk of health hazards. We urge you to thoroughly read the item description before making your purchase.
If you don’t like the material or find the product faulty please contact us immediately; we will be able to provide you with a refund, replacement or other appropriate action.
Care and Handling
Please handle our products with care, as they are delicate. Any damage caused by substances or liquids, not due to any fault of ours, will render the product ineligible for return.
Should you have any questions or concerns regarding our return or refund policy, please don’t hesitate to contact our customer service team.
Late or Missing Refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your bank; it may take some time before your refund is officially posted.
If you’ve done all of this and you still have not received your refund yet, please contact us via the contact form. Please keep in mind that it usually takes up to 7 business days for funds to arrive; for some customers it may take longer. Just keep in communication with us so we can all be aligned together. Contacting us via the contact form is the best way to get in touch with us.
Shipping (for Returns)
To return your product, you will be responsible for paying your own shipping costs for returning your item excluding the Returns for Faulty or Defective Products.
Order handling & transit (Australia):
- Order cutoff time: 5:00 PM (AEST)
- Order handling time: 1–2 business days (Monday to Friday)
- Transit time: 3–12 business days (Monday to Friday)
It is your responsibility to ensure you have checked all information about the product that you purchased, including dimensions, usage and quality, before purchasing.
Contact Us
If you have any concerns about a product or wish to initiate a return, please contact our customer service team at support@cavara-melbourne.com
Contact Information
Store Name: Cavara Melbourne
Email: support@cavara-melbourne.com
Phone: +61385926426
Address: 283 Glen Huntly Rd, Elsternwick VIC 3185, Australia
Customer Service Hours: Monday to Friday: 9:00 AM – 5:30 PM (AEST)
Customer service will respond within 24 hours on Monday to Friday.