Refund policy
Refund Policy
30-day returns
You have 30 days from delivery to request a return. The item must be unused, in its original packaging and complete. For hygiene and safety reasons, opened cleaning products (cleaning tablets, foam cleaner, repair cream, leather balm) and hem tape that has been cut or applied can be returned only if faulty.
How to start a return
Email service@crivantovip.com with your order number and the reason. We reply within 2 business days and confirm the return address. Please do not send anything back before you have that confirmation — unannounced returns cannot be matched to an order.
Return shipping
- Faulty, damaged or incorrect items: we cover return shipping.
- Change of mind: you pay return shipping. Please use a tracked service — we cannot refund a parcel that does not reach us.
Any shipping charge paid on the original order is not refunded, unless the item was faulty, damaged or incorrect.
Refunds
Once your return arrives and is checked, we refund to the original payment method within 5 business days. Your bank may take a further 5–10 business days to show it. We email you when the refund is issued.
Faulty or damaged on arrival
If an item arrives damaged or doesn't work as described, email a photo or short video and your order number within 30 days of delivery. We replace it or refund you in full, including shipping, at your choice.
12-month guarantee
Durable products — curtain brackets and tiebacks, sofa covers, duvets, the duvet cover helper, laundry balls and the prep board — are guaranteed for 12 months from delivery against manufacturing defects under normal domestic use. The guarantee does not cover normal wear, misuse, accidental damage, or use against the product instructions (for example, overloading no-drill brackets or ironing hem tape onto fabric that cannot take heat). Consumable products are covered by the 30-day faulty-on-arrival terms above.
Order cancellation
Orders can be cancelled for a full refund at any time before dispatch. Email us as soon as possible.
Statutory rights
This policy is in addition to, and does not limit, any rights you have under the consumer law that applies where you live.
Contact
Email service@crivantovip.com or call +1 (951) 631-8110, Monday to Friday, 9AM–6PM Pacific Time (PT).