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Returns, Refunds & Consumer Rights
This policy applies to orders placed on our online stores — cavaier.com and our country-specific domains (for example cavaier.nl). It does not apply to orders placed on us.cavaier.com (United States), which operates under its own separate terms and returns policy.
The rights described here are those of consumers — natural persons buying for purposes outside a trade or profession. Business-to-business purchases are not covered by these consumer rights.
Your rights depend on the country you order from. The right of withdrawal (section 1) and the EU/EEA legal guarantee (section 4) apply to consumers ordering from an EU or EEA country. Customers in Australia, New Zealand and elsewhere have the rights set out in section 4 or, where not specified there, the rights granted by the mandatory consumer law of their own country.
These terms are governed by Swedish law, as Cavaier AB is based in Sweden. Where mandatory consumer law in your country of residence gives you stronger rights, those rights continue to apply; and where our terms and your statutory rights differ, your statutory rights prevail.
1. Right of withdrawal — EU and EEA (14 days)
If you are a consumer in the EU or EEA buying at a distance, you have the right to withdraw from your purchase within 14 days without giving a reason.
When the period starts. The 14-day period begins on the day you — or a third party you nominate, other than the carrier — take physical possession of the goods. If the order is delivered in several shipments, it begins on the day you receive the last item.
How to withdraw. Before the 14 days expire, tell us by a clear statement: email info@cavaier.com with your order number and postal code, or use our model withdrawal form (available on our website). You meet the deadline as long as you send your notice before the period ends.
You can also exercise your right of withdrawal directly through our Withdraw from Purchase page. You meet the deadline as long as you send your withdrawal notice before the withdrawal period ends.
Returning the goods. After notifying us, you must send the goods back within 14 days. You bear the direct cost of returning them (see section 3).
Condition of the goods. You are liable for any reduction in the goods' value resulting from handling beyond what is necessary to establish their nature, characteristics and functioning.
Your refund. We refund all payments received for the returned order, including the standard outbound delivery cost, no later than 14 days from the day we are informed of your withdrawal. If you chose a delivery option more expensive than our standard service, we refund only up to the cost of the standard option. We may withhold the refund until we receive the goods back, or until you provide proof that you have sent them, whichever is earlier. Refunds are made using your original payment method, at no cost to you. Where you return only part of an order, the outbound delivery cost is not refunded.
2. Exceptions to the right of withdrawal
The right of withdrawal does not apply to:
- Sealed goods that are unsuitable for return for health or hygiene reasons, where the seal has been broken after delivery. This includes pierced earrings and earring pendants supplied in a sealed hygiene package; if the seal is intact, the item may still be returned.
- Goods made to your specifications or clearly personalised.
3. Cost of returning an item (change-of-mind returns)
For returns under the right of withdrawal, you arrange and pay for the return yourself. Use any carrier you choose and pay it directly — we do not provide return labels and do not reimburse return postage. We recommend a tracked, insured service so that you can prove the goods were sent and are protected against loss in transit, and ask that you provide the tracking number when you start your return.
We may reduce your refund to reflect any loss in the goods' value caused by handling beyond what is necessary to establish their nature, characteristics and functioning. We do not charge any administration, handling or restocking fee.
4. Faulty or incorrect goods
If an item is faulty, was damaged on arrival, was incorrectly described, or is not what you ordered, you are entitled to a remedy. This is separate from the right of withdrawal and applies regardless of the change-of-mind rules above. Your specific rights depend on the country you order from.
EU and EEA. You have a legal guarantee of at least 2 years from delivery; where the law of your country of residence provides a longer period, that longer period applies. For faults that appear within the first 2 years, the fault is presumed to have existed at delivery unless we show otherwise. You may choose between repair and replacement, free of charge, unless your chosen remedy is impossible or would be disproportionate compared with the other. If repair or replacement is not available, is not completed within a reasonable time, or does not resolve the fault, you are entitled to a proportionate price reduction or to cancel the purchase for a refund.
Australia. Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
New Zealand. Our goods come with the guarantees set out in the Consumer Guarantees Act 1993 — including that they are of acceptable quality, fit for purpose and match their description. These guarantees cannot be excluded. For a minor failure we may repair, replace or refund; for a major failure you may choose a replacement or a refund.
Other countries. You are entitled to the remedies provided by the mandatory consumer law of your own country.
Making a claim. Please notify us within a reasonable time of discovering the fault. Email info@cavaier.com with your order number and a description of the fault (photographs help us assess it quickly). For a confirmed fault you pay nothing — we cover the cost of returning the item and of the remedy.
5. Uncollected or refused deliveries
If a parcel is refused or is not collected and is returned to us, we will issue a refund from which we may deduct only the costs we have actually incurred. We do not apply any penalty or flat fee.
- EU/EEA customers. Refusal or non-collection is treated as exercising the right of withdrawal. We refund the price paid together with the standard outbound delivery cost, and may deduct only the actual return-transport cost incurred in bringing the parcel back.
- Customers in all other countries. We refund the price paid for the goods, and may deduct the outbound shipping cost, the actual return-transport cost, and any customs, import or handling charges actually incurred on the shipment.
6. Refunds
When we receive a return, we confirm receipt by email. For a change-of-mind withdrawal (EU/EEA), we refund within the 14 days described in section 1, reduced only by any diminished value under section 3. For a fault claim, we provide the agreed remedy once the fault is confirmed. All refunds are made to your original payment method, at no cost to you.
7. How to start a return or claim
Email info@cavaier.com with your order number, your postal code, and your request (change-of-mind withdrawal or fault claim). We will confirm the return address and the next steps. Once you ship a return, please send us the tracking number.
8. Dispute resolution
If we cannot resolve a dispute directly, you can refer it to an alternative dispute resolution (ADR) body. As Cavaier AB is established in Sweden, the competent ADR body for complaints against us is the Swedish National Board for Consumer Disputes (Allmänna reklamationsnämnden, ARN), Box 174, 101 23 Stockholm, www.arn.se.
If you are a consumer in another EU/EEA country, the European Consumer Centre (ECC) network provides free assistance with cross-border purchases and can help you reach the right body (www.eccnet.eu). If you are outside the EU/EEA, you can contact the consumer protection authority or dispute-resolution service in your own country.
Company details
Cavaier AB, Birger Dahlerus Väg 12, 176 69 Järfälla Org. nr / VAT: 559267-9541 / SE559267954101 Email: info@cavaier.com
Last updated: 2023-04-17.