Refund policy

ARTICLE 1. NO RETURNS OR EXCHANGES 

As each item is custom-made to order through a third-party manufacturer and not pre-fabricated, each product is produced in accordance with the individual specifications, preferences or decisions of the customer. Therefore, we are unable to accept returns, exchanges, or cancellations after 48-hours from the time of order confirmation, nor can we provide refunds once production has commenced. This restriction applies because production begins 48-hours upon order confirmation and is managed by an external production partner. Exceptions apply only in cases where the product arrives clearly damaged or where a manufacturing error has occurred. By placing an order, the customer expressly acknowledges and agrees to these terms and conditions. This policy applies to all customers worldwide who purchase products from us or otherwise engage our services.

ARTICLE 2. ORDER CHANGES OR CANCELLATION

We understand that mistakes can happen. You have 48 hours from the time of purchase to request changes to your order, such as:

  • Updating your shipping address.

  • Correcting product type, size, or color.

  • Cancelling an order before production begins.

To request a change, please email caviarsocietybusiness@gmail.com within 48 hours from the time of order confirmation. After this window, your order enters production and can no longer be modified or cancelled.

ARTICLE 3. DAMAGED, DEFECTIVE, OR INCORRECT ORDERS

If your item arrives damaged or defective, please contact us within 7 days of delivery at caviarsocietybusiness@gmail.com and include:

  • Your order number

  • A photo clearly showing the issue

  • A brief description of the problem

This also applies in cases where the order has not been received correctly, such as when items are missing or incorrect. We will review the reported issue and, if substantiated, will provide either a replacement or a refund at no additional cost to the customer. In certain instances, the customer may be required to return the defective or incorrect item before a replacement or refund is issued. In such cases, any costs associated with return shipping, with the exception of any applicable import or export duties, taxes, or fees, will be covered by us if the fault lies with production or delivery. Otherwise, shipping costs shall be borne by the customer.

ARTICLE 4. EXCEPTIONS

This policy does not cover:

  • Incorrect sizes, colours or items ordered by the customer that are not reported within the 48-hour window. 

  • Color variations due to display settings or printing differences.

  • Normal wear and tear. 

Please check your order details carefully before submitting your purchase.

ARTICLE 5. REFUNDS

Refunds are only applicable in the event of a return or replacement authorized under Article 3 (Damaged or Incorrect Orders). We will notify you once we have received and inspected the returned item, and inform you whether the refund has been approved or denied. If approved, the refund will be processed automatically within 10 business days. Please note that it may take additional time for your bank or credit card provider to post the refund to your account. We reserve the right to refuse refunds if we suspect abuse, fraud, or any other grounds that preclude reimbursement.

If more than 15 business days have passed since your refund was approved and you have not received it, please contact us. 

ARTICLE 6. CONTACT US

If you have questions about this policy or your order, please contact us at: caviarsocietybusiness@gmail.com. 

We aim to respond as quickly as possible and in any event within 5 business days. 

ARTICLE 7. GOVERNING LAW

This Return Policy and all related transactions are governed by the laws of The Netherlands, without regard to conflict of law principles. In the event of a dispute, the parties shall first attempt to resolve the matter through mediation in good faith. Only if the dispute cannot be settled through mediation shall either party be entitled to submit the matter to the exclusive jurisdiction of the competent courts in Middle-Netherlands, The Netherlands.