1. 30-Day Return Window

Eligible return requests may generally be submitted within 30 days after receiving the item.

The return window begins on the date the order is delivered.

2. Return Eligibility

For preference-based returns, merchandise should generally:

• Be in substantially the same condition in which it was received.
• Not be excessively used, altered or damaged after delivery.
• Include applicable accessories and components.
• Include original packaging where reasonably practical.
• Be supported by relevant order information or proof of purchase.

3. Product Issues Are Treated Differently

The standard condition requirements for preference-based returns do not remove rights available when an item is damaged, defective, incomplete, incorrect or materially different from what was ordered.

4. Starting a Return

Contact service@cervinna.com before sending any merchandise back.

Please include:

• Your order number.
• The product name.
• The reason for the request.
• Relevant photographs where applicable.

5. Return Authorization

A return should not be shipped until the request has been reviewed and return instructions have been provided.

6. Return Warehouse

Orders may be fulfilled through different logistics facilities.

The business address displayed on cervinna.com is provided for business identification and customer-service information. It is not automatically the authorized return warehouse.

Approved return instructions will provide the appropriate destination.

7. Preference-Based Returns

A preference-based return may include circumstances such as:

• Changing your mind.
• Ordering the wrong product.
• Ordering the wrong quantity.
• No longer wanting an otherwise correct product.

For eligible preference-based returns, the customer is generally responsible for return shipping costs unless applicable law requires otherwise.

8. Original Shipping Charges

Original outbound shipping charges are generally non-refundable for preference-based returns.

If the return results from our error, a confirmed defect or another situation where the customer should not reasonably bear shipping costs, different treatment may apply.

9. Damaged Items

If an item arrives damaged, contact us promptly.

Where reasonably possible, retain:

• The affected item.
• The outer packaging.
• The shipping label.
• Any damaged internal packaging.

Photos may help us review the issue more efficiently.

10. Defective Items

If a product appears defective, contact Customer Support with a description of the issue and photographs where relevant.

Depending on the circumstances, the available resolution may include a replacement, refund or return arrangement.

11. Incorrect Items

If you receive a product different from the item ordered, contact us before returning it.

Where the error is confirmed, we will provide an appropriate no-cost resolution.

12. Missing Components

If an expected component appears to be missing, retain the packaging and contact us with your order details and photographs where relevant.

13. Return Shipping for Our Error

If an item is confirmed damaged, defective or incorrectly fulfilled, we will provide an appropriate return method, prepaid arrangement, reimbursement of reasonable return shipping or another no-cost solution depending on the circumstances.

14. Items That May Be Excluded From Standard Returns

Where permitted by law, standard preference-based returns may exclude:

• Gift cards.
• Digital or non-physical items.
• Products clearly identified as final sale before purchase.
• Customized or personalized items.
• Items materially damaged through misuse after delivery.
• Items that cannot reasonably be resold for hygiene or safety reasons after use.

15. Exchanges

Direct exchanges may not always be available.

Where a direct exchange is unavailable, the simplest process may be to complete the approved return and place a new order for the preferred item.

16. Refund Review

After an authorized return reaches the designated return location, the item may be reviewed to confirm whether the applicable return conditions are met.

We will notify you regarding the outcome.

17. Refund Method

Approved refunds are generally issued to the original payment method.

18. Refund Timing

Approved refunds are generally processed within 5–10 business days after refund approval.

Your financial institution or payment provider may require additional time to post the funds.

19. Refund Not Received

If more than 10 business days have passed after we confirmed that the refund was processed and you have not received it, contact Customer Support with the relevant order information.

20. Order Changes and Cancellation

If you need to request an order change or cancellation, contact us as soon as possible.

Cancellation cannot be guaranteed after fulfillment has begun.

21. European Union and Other Mandatory Consumer Rights

If applicable consumer law gives you statutory cancellation, withdrawal, repair, replacement or refund rights, those rights remain available.

Where mandatory local law provides greater protection than this policy, the mandatory rule applies.

22. Fraudulent or Abusive Returns

We may review return activity where fraud, false claims or misuse of the return process is reasonably suspected.

23. Contact

Email: service@cervinna.com
Phone: +8618868073727
Customer Service Hours: 8:00 AM – 10:00 PM Daily