Refund policy

Returning an item is simple and quick. You have 30 days from the date of delivery to return your item(s). Each item you return must be new, unused, and in its original packaging, in a sellable condition.

Exchange and/or Return Conditions

If the customer is not satisfied after receiving their order, Cacharel allows them to exchange the purchased item's size or return it within thirty (30) days from the date of receipt, provided the item has not been used or damaged. Therefore, Cacharel will not accept exchanges or returns of used or damaged items (unless the item is defective). An item cannot be exchanged for a different model, only for a different size. To exchange an item, it must be returned, and a new one must be ordered. Before returning a product, the customer must first send this form. All returned items must be carefully packaged, and you must include the delivery slip or the duly completed return form in your package.

Exchanges and/or Returns by Mail

The customer has the right to withdraw from this contract without incurring any penalties and without providing a reason within 30 calendar days, in accordance with European legislation. The withdrawal period will expire 30 calendar days after the day the customer receives the goods. The return shipping costs are the responsibility of the customer. To exercise the right of withdrawal, the user must notify us of their decision to withdraw from the contract through a clear statement (e.g., a letter sent by postal mail, fax, or email). To meet the withdrawal deadline, it is sufficient for the notification regarding the exercise of this right to be sent before the corresponding period expires. Consequences of Withdrawal In the event of withdrawal, we will refund the customer all amounts paid for the purchase, including delivery costs (except for any additional costs resulting from the customer’s choice of a delivery method other than the least expensive ordinary delivery method offered by us) without undue delay and, in any case, no later than 30 calendar days after the date we are informed of the customer's decision to withdraw from this contract. We will make the refund using the same payment method used by the customer for the initial transaction unless the customer has expressly agreed otherwise. In any case, the customer will not incur any fees as a result of the refund. We may withhold the refund until we have received the goods or until the customer has provided proof of return, whichever is earlier. The customer must return or hand over the goods directly to us without undue delay and, in any case, no later than 30 calendar days from the date they notified us of their decision to withdraw from the contract. The deadline is met if the customer sends back the goods before the period expires. To return the goods, the customer can use the services provided by Cacharel: free in-store returns or returns by mail, with the latter option incurring additional costs that the customer must bear.

For any further questions, you can fill out the form below:

Refunds

After receiving the item(s), Cacharel will check that they are in good condition and proceed to send the requested size if the customer has requested an exchange or will proceed to refund the amount paid using the same payment method used for the purchase in the case of a return.

The refund period may vary between 3 and 12 working days from the date of receipt of the return at Cacharel’s warehouses. After verifying the condition of the returned items, we will inform the customer via email.

Refunds for returned items will always be made using the same payment method used for the purchase. If Cacharel mistakenly sent an item different from the one ordered by the customer or if the quality of the sent item was not as expected, Cacharel, after verifying the mistake or defective item, will refund the cost of the returned item as well as the shipping costs. If an order with an error or defect is returned by regular postal mail, Cacharel will cover the return shipping costs, provided that the customer includes the document justifying the return shipping costs in the package. The refund of the shipping costs will be made after the refund of the item amounts.