Política de reembolso

Return & Refund Policy


At Caftanitta, we want you to feel confident when shopping with us. We understand that sometimes an item may not be the perfect fit, and we are happy to offer a customer-friendly return policy that complies with legal requirements while ensuring a smooth and positive shopping experience.


We accept returns for eligible items, giving you peace of mind when ordering. However, return shipping fees are the responsibility of the customer, as this helps us keep our prices fair and prevents misuse of our return policy.

 

1. Return Policy for EU Customers (Right of Withdrawal)


If you are based in the European Union, you have the right to return your order within 14 days of receiving it, in accordance with EU consumer protection laws.


Conditions for Returns

  • The item must be unused, unworn, unwashed, and in its original condition with all tags and packaging intact.
  • The customer must contact us before initiating any return at contact@caftanitta.com to receive return instructions.
  • Returns must be sent with a tracked shipping method at the customer’s expense. We do not cover return shipping fees.
  • Any customs duties or import taxes paid by the customer upon receiving the order will not be refunded.


Refund Process

  • Once the return is received and inspected, we will process the refund within 3 days to the original payment method.
  • Refunds cover the cost of the item only; original shipping costs are non-refundable.


2. Return Policy for Non-EU Customers (Damaged Items Only)


For customers outside the EU (USA, Canada, GCC, and other destinations), we accept returns for items that are damaged or defective upon arrival.

Conditions for Returns

  • You must contact us immediately upon receiving your order (within 48 hours) at contact@caftanitta.com with pictures and a description of the issue.
  • We will assess the claim and provide further instructions. Unauthorized returns will not be accepted.
  • Once the return is approved, the item must be sent back via a tracked shipping method.
  • We may offer a replacement or store credit instead of a refund, depending on the situation.


3. Non-Returnable Items

To ensure hygiene and quality control, some items are not eligible for returns:

  • Custom-made or personalized caftans
  • Sale or clearance items
  • Worn, altered, or washed items

 

4. Refund Processing

Refunds are processed within 7-10 business days after we receive and inspect the returned item.

Funds will be returned to the original payment method.

If a refund is delayed, please check with your bank before contacting us.

 

5. How to Initiate a Return

  1. Check your eligibility: Ensure the item meets the return conditions.
  2. Contact us within the applicable timeframe: Email contact@caftanitta.com with your order number and reason for return.
  3. Wait for approval: We will review your request and provide return instructions.
  4. Ship the item: Use a trackable shipping service to return your item to the address provided.
  5. Receive your refund: Once we receive the item, we will process the refund.