Refund policy

🔄 REFUND & RETURNS POLICY

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Carauana™ Fashion — Global Return & Cancellation Terms

Applies to Carauana.com, all localized storefronts, regional domains, Shopify Markets, and associated services operated by Carauana™ Fashion.

 

 

🇪🇺 EUROPEAN UNION — RIGHT OF WITHDRAWAL

Statutory 14-Day Cancellation Right

Under European Union consumer protection legislation, including Directive 2011/83/EU and Directive (EU) 2023/2673, consumers residing within the European Economic Area (EEA) have the absolute right to withdraw from their purchase within 14 days of receiving their physical goods, without providing any justification or reason.

How to Exercise Your Right of Withdrawal

To meet the withdrawal deadline, you must send your communication or submit your request before the 14-day period expires. In compliance with EU consumer regulations, we provide multiple streamlined methods to exercise this right:

  1. Online Digital Form (Recommended): You can instantly submit your request through our automated portal. Please visit our Submit a Withdrawal Request page available in our website footer.

  2. Email Notification: You can contact our dedicated support team directly at info@carauana.com. You must include your full name, order reference number, and an explicit statement declaring your decision to withdraw from the contract.

Once your request is submitted via our online form or email, you will receive an immediate automatic confirmation of receipt via email.

Return Shipping Fees

Unless the item delivered is legally deemed defective, damaged, or incorrect at the fault of the brand, all return shipping costs are the sole responsibility of the customer.

Refund Amount & Methods

Upon the successful and verified return of the merchandise, customers will receive a full refund equal to the total amount paid for the returned product(s). This refund will be issued exclusively using the original payment method utilized during the initial transaction.

Legal Exceptions to the Right of Withdrawal

In accordance with Article 16 of Directive 2011/83/EU, the right of withdrawal does not apply to:

  • Custom-made or clearly personalized products tailored to specific customer requirements.

  • Prescription products or customized health/medical items.

  • Sealed hygiene products (such as specific apparel, swimwear, or intimate items) that have been unsealed, opened, or handled after delivery, making them unsuitable for return due to health protection or hygiene reasons.

  • Products whose condition has been altered or downgraded beyond what is strictly necessary to inspect their nature, core characteristics, and functional performance.

 

 

🌎 NON-EU MARKETS — RETURNS POLICY

Standard 30-Day Return Window

Applicable strictly to customers located in the United States, Canada, United Kingdom, Australia, New Zealand, Japan, and all other international non-EU markets.

We proudly offer an extended 30-day return period starting from the official date of delivery. Items returned postmarked within this window may be eligible for a monetary refund, product replacement, or store credit, subject to the conditions outlined below.

International Shipping Costs

Unless the item is officially verified as defective, damaged in transit, or incorrect, all return shipping costs remain the exclusive responsibility of the customer.

 

 

📋 GENERAL RETURN CONDITIONS

To qualify for a valid return, exchange, or refund under any market policy, all products must strictly fulfill the following criteria:

  • Timeframe: Be safely returned within the applicable statutory or promotional return period (14 days for EU / 30 days for Non-EU).

  • Condition: Be in the exact same pristine condition as received by the customer.

  • Usage: Be completely unworn, unused, unwashed, and entirely free from any damage or signs of wear caused after delivery.

  • Packaging: Include all original packaging, protective plastic wraps, interior boxes, accessories, and designer tags fully attached.

  • Proof: Be accompanied by an official proof of purchase, invoice, or valid order reference number.

Note: Items sent back to our warehouses without prior contact, authorization, or an official tracking assignment may experience severe processing delays or refusal.

Proactive Customer Support

We strongly recommend contacting our team at info@carauana.com before initiating any physical return. Our customer care team will thoroughly review your case and work directly with you to provide the fastest and most efficient solution available (such as immediate replacement, local warehouse routing, or technical assistance). Providing direct support allows us to resolve over 95% of customer inquiries significantly faster than traditional automated shipping loops.

 

 

🔍 QUALITY CONTROL & FRAUD PREVENTION

Every single product undergoes a rigorous, multi-step quality-control inspection by our logistics team before shipment.

For strict quality assurance and fraud-prevention purposes, Carauana™ Fashion retains permanent photographic and digital records of all items prior to their dispatch.

In cases involving claims of:

  1. Transit damage

  2. Manufacturing defects

  3. Incorrect items sent

  4. Discrepancies in item condition

Customers are required to provide clear photographic or video evidence of the product and its packaging. Where necessary, these customer-provided files will be cross-referenced with our pre-dispatch quality-control records to facilitate a fair, rapid, and legally accurate assessment.

 

 

⚠️ DAMAGED, DEFECTIVE, OR INCORRECT ITEMS

Please thoroughly inspect your package immediately upon delivery. If you receive an item that is damaged during transit, defective from the manufacturer, or completely incorrect, contact us promptly at info@carauana.com.

Following technical verification, we will immediately provide a premium priority solution, which includes:

  • A free replacement shipment expedited at our expense.

  • A full monetary refund including initial shipping costs.

  • An immediate store credit of equivalent or higher value.

Where a replacement product is approved, all associated shipping and customs costs will be fully covered by Carauana™ Fashion.

 

 

💳 STORE CREDIT OPTION

To ensure the fastest possible resolution and avoid bank delays, customers may voluntarily opt to receive Store Credit instead of a standard monetary refund.

  • Store credit is issued immediately upon the digital approval of the return.

  • It can be used instantly on our store without waiting for bank clearance, credit card processing cycles, or financial holding times.

  • This option is entirely voluntary. Customers always retain their full legal right to demand a monetary refund where applicable.

 

 

🎁 PROMOTIONAL ITEMS & COMPLIMENTARY GIFTS

Certain orders may benefit from temporary marketing campaigns, including complimentary products, bundle bonuses, or free gifts. In the event of a return:

  • Complete Return: All complimentary items supplied as part of a promotional campaign or order bundle must be physically returned together with the purchased products.

  • Independence: Promotional items and free gifts cannot be refunded or exchanged independently for cash or credit.

  • Deductions: If complimentary items are kept by the customer or not returned in pristine condition, their full retail market value will be deducted from the total refundable amount, where permitted by applicable local laws.

 

 

⏱️ REFUND PROCESSING TIMES

Once a returned item physically arrives at our fulfillment facility, it will undergo an inspection and verification process. This quality check is generally completed within 5–7 business days of receipt.

During this processing window, customers can track their return progress via our website footer link: Check Refund Status.

If a monetary refund is authorized and approved:

  • The funds will be processed immediately back to the original payment method.

  • Settlement times vary depending on your bank, country, card issuer, or chosen payment provider (such as PayPal).

  • If more than 15 business days have passed since your official refund approval and the funds are not visible in your account, please contact us immediately at info@carauana.com.

 

 

🔒 SECURE PAYMENTS

We partner exclusively with trusted, certified, and globally established payment processors to ensure a secure, encrypted, and reliable shopping environment. Eligible transactions processed through our checkout are fully covered by advanced consumer protection programs offered by our respective financial partners (including PayPal Buyer Protection, Shopify Payments, and major card networks), subject to their respective terms of service.

 

 

✉️ CONTACT US

Carauana™ Customer Care

📧 Email: info@carauana.com

🌐 Main Site: Carauana.com

We are fully committed to delivering premium fashion products and an exceptional, luxury customer experience. If you experience any technical or operational issues with your order, our international team will always strive to provide a fair, efficient, and customer-focused resolution.

 

📅 LAST UPDATED

Effective Date: June 22, 2026— Carauana™ Fashion For privacy inquiries.