Return & Refund Policy

Last Updated: November 11, 2026

Shopping online should come with clear expectations, including what happens when a purchase needs to be returned. At Cilveno, we aim to make return requests straightforward while providing appropriate assistance with damaged, defective, or incorrect products.
Please review the following conditions before requesting a return or refund.

1. Return Eligibility Period
   Customers may request a return within 30 calendar days after receiving their order.
   To begin the process, contact our customer support team within this period and provide your order number, the product involved, and the reason for your request.
   Return eligibility is determined by the product's condition, the circumstances of the request, and any applicable legal rights.
2. Product Return Conditions
   For voluntary returns unrelated to a defect or delivery error, products should generally meet the following conditions:
   The item has not been used beyond what is reasonably necessary to inspect it.
   The product remains in a condition suitable for assessment.
   Any included accessories, manuals, and original components are returned where applicable.
   Proof of purchase or sufficient order information is available.
   Certain products may be excluded from voluntary returns where a lawful exception applies, including qualifying personalized, perishable, or hygiene-sensitive items.
   These conditions do not restrict legal remedies available for faulty, damaged, or incorrectly described goods.
3. How to Request a Return
   To request a return, follow these steps:
   Contact us at service@cilveno.com within the applicable return period.
   Include your order number and explain which product you wish to return.
   If the product is damaged, defective, or incorrect, attach photographs when reasonably possible.
   Allow our support team to review your request and provide return instructions.
   Send the product to the authorized return address using the instructions provided.
   Please do not send merchandise to our registered company address without receiving specific return authorization.
   The correct return destination will be provided after your request has been reviewed.
4. Return Shipping Responsibility & Estimated Return Shipping Cost
   We separate returns into two main categories for shipping responsibility and cost estimation:

• Category A: Merchant’s Fault (Wrong Item, Damaged on Arrival, Defective, Mismatched Product)
  Cilveno will cover applicable reasonable return shipping costs or provide a prepaid return label in accordance with applicable law. No return freight will be deducted from your approved refund.
• Category B: Customer-Initiated Voluntary Return (Change of Mind, Unsuitable Size, No Longer Wanted)
  The customer is generally responsible for return shipping expenses unless applicable law requires otherwise.
  Estimated return shipping cost range: $12–$25 USD. The final cost depends on package weight, dimensions and destination country. The exact rate will be confirmed when we issue your return shipping label.

We recommend contacting customer support before paying for return postage, particularly for international shipments.

1. Receiving and Reviewing Returned Products
   After a returned package arrives at the authorized destination, the item will be assessed according to the applicable return conditions.
   We may contact you if additional information is needed to complete the review.
   Once the return has been reviewed, we will notify you of the refund decision and any next steps.
2. Refund Processing
   For approved refunds, we normally initiate the payment reversal within 10 business days after refund approval, unless a shorter period is required by law.
   Refunds are generally returned to the original payment method used for the purchase, except when applicable law requires another arrangement.
   Please note that initiating a refund and receiving the funds are separate steps. Banks and payment providers may require additional processing time before the refunded amount appears in your account.
   Any refund of original delivery charges will be determined by the circumstances of the return, the purchase terms, and applicable consumer protection laws.
3. Restocking Fees
   Cilveno does not charge a restocking fee for eligible returns.
   Any applicable return shipping expense is separate from a restocking fee and will be handled according to the conditions described above.
4. Damaged, Defective, or Incorrect Orders
   If a product arrives damaged, is defective, or differs from what you ordered, please contact our support team as soon as reasonably possible.
   Provide your order details and a description of the problem. Supporting photographs may help us evaluate the issue.
   Depending on the situation and your statutory rights, we may arrange a replacement, refund, repair, or another appropriate solution.
   We will not require customers to surrender mandatory consumer remedies simply because the ordinary voluntary return period has expired.
5. Order Cancellations
   If you would like to cancel an order, contact us before it is dispatched.
   We will make reasonable efforts to accommodate your request. However, cancellation may not be possible if the order has already entered a stage of fulfillment that cannot be stopped.
   If the order has already shipped, the applicable return process and any mandatory cancellation rights will determine the next steps.
6. Exchanges
   Customers interested in exchanging a product should contact us to discuss the available options.
   Exchanges depend on product availability, the reason for the request, and the circumstances of the original purchase.
   If a direct exchange cannot be arranged, an eligible return and separate replacement order may be appropriate.
7. Consumer Protection Rights
   This policy is intended to provide clear return and refund procedures without reducing rights granted by applicable consumer protection laws.
   Where local law establishes additional cancellation, withdrawal, warranty, or refund rights, those mandatory protections take precedence over conflicting provisions of this policy.
8. Return and Refund Contact Information
   For return assistance, refund questions, or product concerns, please contact us using the following information.
   Operating Company: Wuhan Caihaolong Trading Co., Ltd.
   Unified Social Credit Code (USCC): 91420114MAKA27XM2A
   Company Address: Factory Building 6-693, No. 91 Huayuanwan 2nd Street, Daji Street, Caidian District, Wuhan, Hubei Province
   Support Email: service@cilveno.com
   Contact Phone: +86 18711587456
   Business Hours: Monday to Friday: 9:00 AM - 5:00 PM (UTC+8, China Standard Time)
   Website: https://cilveno.com/