Refund policy
Last updated: October 13, 2026
30-day returns
If a piece is not right for you, you may return it within 30 days of the delivery date shown in your USPS tracking. To be accepted, the item must be unworn, unused and in its original condition, with its original packaging. We inspect every return on arrival.
Items that cannot be returned
- Personalized or engraved pieces, unless they arrive damaged, defective or different from what you ordered.
- Items that show signs of wear, resizing or alteration.
- Items returned without a Return Authorization number or after the 30-day window.
How to return an item
- Email info@thecilveras.com within 30 days of delivery with your order number, the item(s) you are returning and the reason.
- We will reply within 1-3 business days with a Return Authorization (RA) number and instructions.
- Pack the item securely in its original packaging and write the RA number on the outside of the parcel.
- Ship it to: Cilveras Returns, 2B Alcap Ridge Unit 2, Cromwell, CT 06416, USA.
- Use a tracked shipping service and keep your receipt. We are not responsible for returns that are lost in transit without tracking.
Return shipping costs
- Change of mind, wrong size or other non-defect reasons: you pay the return postage. There are no restocking fees, and because your original shipping was free, nothing is deducted from your refund.
- Damaged, defective or incorrect item: we email you a prepaid USPS return label at no cost.
Refunds
We inspect returns within 3 business days of receiving them and issue the refund to your original payment method within 5 business days of approval. Your bank or card issuer may take a further 5–10 business days to post the credit. We will email you when the refund has been processed. If a return does not meet the conditions above, we will contact you with photos before taking any further action.
Exchanges
We do not process direct exchanges. If you need a different size or design, place a new order so the new piece ships right away, and return the original piece for a refund under this policy.
Damaged, defective or incorrect items
Contact us within 7 days of delivery with photos of the item, the packaging and the shipping label. We will send a prepaid return label and, at your choice, replace the item or refund you in full.
Cancellations
Orders can be cancelled before they are dispatched. Email us with your order number as soon as possible; once a package has shipped, please use the return process above.
Warranty
Defects in materials or workmanship that appear after the 30-day return window are covered by our Lifetime Limited Warranty, described in Section 8 of our Terms of Service.
Contact
Ecom Labz LLC · 834 Cordova Palms Pkwy, St. Augustine, FL 32095
Email: info@thecilveras.com · Phone: +1 (615) 584-5768 (Monday–Friday, 9:00 AM–5:00 PM ET)