Cancellation and Return Policy

At Quæva, we prioritize customer satisfaction by offering high-quality, custom-made dresses tailored to your specific needs. We understand that there may be situations where you need to cancel your order or request a return, and we strive to make this process as smooth as possible within the scope of our custom production model. Below is our detailed Cancellation and Return Policy:

Cancellation Policy

1. 24-Hour Cancellation Window:

• As all of our dresses are custom-made, we begin the production process shortly after you place your order. To allow flexibility, we offer a 24-hour window from the time of your order during which you can cancel without any penalties.
• To cancel within this window, please contact our customer service team as soon as possible, and we will process the cancellation and initiate a full refund.

1. Cancellations After 24 Hours:

• After 24 hours, we begin creating your custom dress. As a result, we can no longer accept cancellations or offer refunds beyond this point. This policy ensures that our resources and time are not used for products that are no longer needed, given that each dress is specifically crafted for you.

1. Refund on Cancellations:

• If your order is canceled within the 24-hour period, you will receive a full refund of the amount paid. Refunds will be processed through the same payment method used during your original transaction. Depending on your bank or payment provider, refunds may take 5-7 business days to reflect in your account.

Return Policy

Given that our products are custom-made based on each customer’s specific preferences, we do not accept returns or offer refunds once the product has been delivered unless there is a defect or quality issue with the item. Below are the conditions under which a return may be considered:

1. Returns for Defective or Damaged Products:

• If you receive a defective or damaged dress, we sincerely apologize and will work to resolve the issue promptly. In such cases, you must notify us within 24 hours of receiving the item by emailing our support team with detailed photos of the damage or defect.
• Upon review and approval, we will offer a replacement for the defective item or provide a refund. The refund will be processed after we receive the damaged item back in its original, unused condition.

1. Non-Returnable Items:

• Since our dresses are custom-made according to your measurements, preferences, and design choices, returns for reasons such as a change of mind, wrong size ordered, or dissatisfaction with design are not accepted. We strongly encourage customers to double-check all details before placing their order to avoid any issues.

Order Modifications

1. Modifying Your Order:

• If you need to make changes to your order, such as adjusting size, design details, or other specifications, this must be done within the same 24-hour window from the time the order was placed. After this window, we are unable to make changes, as production will have already begun.

1. How to Request a Modification:

• To request an order modification, please contact us immediately via email or phone with your order number and the details of the change you’d like to make. We will do our best to accommodate your request, but please note that any changes may affect the delivery timeline.

Order Cancellation Due to Unforeseen Circumstances

1. Right to Cancel:

• In rare cases where Quæva is unable to fulfill an order due to unforeseen circumstances (e.g., material shortages, production issues), we reserve the right to cancel the order. In such instances, we will notify you as soon as possible and provide a full refund.
• We will also work with you to offer alternative solutions, such as selecting a different design or scheduling a later production date.

Refund Processing Time

1. Refund Timeline:

• For both cancellations made within the 24-hour window and approved returns due to defects or damage, refunds will be processed within 3-5 business days of confirmation. However, it may take up to 7 business days for the refund to reflect in your account, depending on your payment method or financial institution.

1. Refund Method:

• All refunds will be credited back to the original payment method used during purchase. If you encounter any issues with receiving your refund, please contact us, and we will assist you in resolving the issue.

How to Contact Us for Cancellations or Returns

If you need to cancel your order within the specified time frame or initiate a return for a defective or damaged product, please contact us at:

Email: support@quaeva.com