Refund policy
Return and Refund Policy
1. Scope
This policy explains how returns, exchanges, and refunds work for:
- Retail purchases (new or pre-loved items sold outright), and
- Cuvvi memberships and credit-based rentals.
Because rentals are time-bound and include cleaning and turnaround costs, the rules for rentals differ from standard retail purchases.
2. Retail Purchases (New or Pre-Loved)
Return window: You have 30 days from delivery to request a return.
Condition: Items must be unused, unworn, unwashed, with original tags and packaging. Pre-loved items must be returned in the same condition in which they were received. Please include your order number or proof of purchase.
How to start a return: Email returns@cuvvi.co with your order number and the item(s) you would like to return. We’ll confirm eligibility and provide return instructions.
Unless the return is due to our error, including a wrong, damaged, or defective item, original shipping charges are non-refundable and return shipping may be deducted from your refund.
Non-returnable retail items include:
- Final sale items
- Gift cards
- Custom or personalized items
- Hygiene items, including socks and hair accessories
- Any item marked non-returnable at checkout
Exchanges (retail): For the fastest service, return the item once approved and place a new order for the size or color you want.
Damages or issues (retail): Please inspect your order upon delivery and contact us within 7 days if an item is defective, damaged, or incorrect so we can make it right through a replacement, exchange, or refund.
3. Memberships & Credits
Cuvvi operates on a credit-based rental model. Membership fees are non-refundable once a billing cycle begins.
Members receive a set number of credits during each billing cycle, which may be used on eligible rental items. Credits are issued and used according to the terms of your plan.
Unless otherwise stated:
- Credits are non-transferable
- Credits have no cash value
- Unused credits are not refundable
If you cancel, your membership will remain active through the end of your current billing cycle, and your cancellation will take effect before your next renewal date.
Because credits are part of a time-based rental service, we do not offer refunds for unused credits, partially used billing periods, or missed rental opportunities.
4. Credit-Based Rentals
Rental items selected using credits must be returned by the stated due date using the return method provided by Cuvvi. Risk of loss remains with you until the return package is scanned by the carrier.
Condition and care: Normal wear is expected. Please do not wash, dry clean, alter, or attempt to repair rental items. Significant damage, missing pieces, or loss may result in a repair or replacement fee up to the item’s retail value, as outlined in our Terms of Service.
Wrong or defective rental item: If you receive the wrong item or an item arrives damaged, contact us within 48 hours of delivery with photos. We may offer a replacement, account credit, or another appropriate resolution at our discretion.
Late, lost, or unreturned items:
- If an item is not scanned by the carrier by the due date, late fees may apply.
- If an item is not returned within 10 business days after the rental period ends, we may charge your payment method up to the item’s retail value, in addition to any applicable fees.
Purchase after rental: In some cases, we may offer you the option to purchase a rented item. Pricing and availability are determined at our discretion, and such purchases are final sale unless otherwise stated.
5. How to Start Any Return
Every order includes return instructions.
For retail returns, if your return is approved, we will provide instructions for how to send your item back.
For rental returns, if a prepaid return label and reusable mailer are included, please use the packaging and carrier instructions provided with your order.
To complete a return:
- Pack your item securely using the original or reusable packaging whenever possible.
- Include all components that came with the item.
- Attach the prepaid return label, if one was provided.
- Drop off the package with the carrier listed in your instructions by the applicable due date.
- Keep your tracking number until your return is confirmed.
If you misplaced your return materials or need help with a return, contact us at [your support email].
6. Refunds
We’ll notify you after we receive and inspect your return. If your return is approved, we’ll issue a refund to your original payment method within 10 business days.
Please note that your bank or card issuer may take additional time to post the refund.
If 15 business days pass after approval and you still do not see your refund, please contact us at [your support email].
Partial refunds, credits, or adjustments may apply if items are returned late, with missing components, not in original condition, or otherwise do not meet the requirements above.
7. European Union 14-Day Cooling-Off Period (Retail Only)
If your retail purchase ships into the European Union, you may have the right to cancel or return your order within 14 days for any reason, subject to applicable law.
Items must be unused, unworn, with tags and original packaging, and you must provide proof of purchase.
This right applies only to eligible retail purchases and does not apply to credit-based rental services once the service period has begun.
8. Exceptions & Restricted Items
We do not accept returns of:
- Hazardous materials
- Flammable liquids or gases
- Custom or personalized items
- Final sale items
- Certain hygiene items once opened
- Any item otherwise marked non-returnable
These restrictions are in place for safety, hygiene, or product-specific reasons.
9. Shipping Costs & Risk of Loss
Unless the return is due to our error, original shipping charges are non-refundable and return shipping may be deducted from your refund.
For rentals, risk of loss remains with you until the carrier scans the return package.
10. Quick Tips
- Keep all tags and packaging until you are sure you want to keep a retail item.
- For rentals, use the provided return materials and return your items on time to avoid late fees.
- Always include your order number when contacting support.