Last updated: September 2026
We want you to be happy with your Carva purchase. If something is not right, please review our return and refund policy below.
1. 30-DAY RETURN POLICY
You may request a return within 30 days of receiving your order.
To be eligible for a return, the product must be:
• Returned within 30 days of delivery
• In its original condition
• Clean and undamaged
• Returned with its original packaging where reasonably possible
• Accompanied by proof of purchase or your order number
Products that show significant signs of misuse, damage or improper care may not be eligible for a refund.
To start a return, please contact us at support@carva.ae before sending the product back.
Returns sent without first contacting us may not be accepted.
2. RETURN SHIPPING
Unless the product is defective, damaged on arrival or you received the wrong item, the customer is responsible for the cost of returning the product.
Original shipping charges are non-refundable unless the return is due to an error on our part or the product arrived damaged or defective.
We recommend using a trackable shipping method when returning your order.
Carva cannot be responsible for returned parcels that are lost before reaching us.
3. DAMAGED, DEFECTIVE OR INCORRECT ITEMS
Please inspect your order when it arrives.
If your product arrives damaged, defective or you receive the wrong item, contact us as soon as possible at support@carva.ae.
Please include:
• Your order number
• A description of the issue
• Clear photos or videos showing the issue
We will review the information and, where appropriate, arrange a replacement, refund or other suitable solution at no additional cost to you.
4. NON-RETURNABLE ITEMS
We may be unable to accept returns for:
• Products damaged through misuse or improper care
• Products that have been materially altered or modified
• Items returned outside the 30-day return period
• Gift cards, where applicable
If you are unsure whether your order is eligible for return, please contact us before sending it back.
5. EXCHANGES
If you would like a different product or variation, please contact us at support@carva.ae.
Where an exchange is not available, the easiest option may be to return the eligible item and place a new order.
6. REFUNDS
Once we receive and inspect your return, we will notify you regarding the status of your refund.
If your return is approved, the refund will be issued to your original payment method.
Please allow time for your bank, card issuer or payment provider to process and display the refund after it has been issued.
Processing times vary between payment providers.
7. PARTIAL REFUNDS
In certain circumstances, only a partial refund may be granted.
This may apply where a returned product:
• Has been damaged after delivery
• Shows significant signs of use beyond what is reasonably necessary to inspect the product
• Is missing parts or included items
• Is not returned in its original condition for reasons unrelated to Carva
Any deduction will be assessed based on the condition of the returned product and applicable law.
8. CANCELLATIONS
If you would like to cancel or change your order, please contact us as soon as possible at support@carva.ae.
We cannot guarantee that an order can be cancelled or changed once it has entered processing or has been dispatched.
If your order has already been dispatched, you may need to receive it and then follow the standard return process.
9. REFUNDS FOR ORDERS NOT RECEIVED
If your tracking information indicates that your order has been delivered but you have not received it, please contact us as soon as possible.
We will work with you and the delivery provider to investigate the shipment.
Carva will assess lost or missing delivery claims based on the circumstances of each order and the information provided by the delivery carrier.
10. PROMOTIONAL AND BUNDLE ORDERS
If you return part of an order that was purchased as part of a bundle, multi-buy promotion or other discount, your refund may be adjusted to reflect the price that would have applied to the items you keep.
If a free product or promotional gift was included as part of an offer, it may also need to be returned if the remaining order no longer qualifies for the promotion.
11. YOUR LEGAL RIGHTS
Nothing in this Refund Policy is intended to limit any rights you may have under applicable consumer protection laws.
Where applicable law provides you with rights beyond those described in this policy, those legal rights will continue to apply.
12. CONTACT US
For returns, refunds, damaged products or questions regarding this policy, please contact:
Carva
United Arab Emirates
Email: support@carva.ae
Please include your order number when contacting us so we can assist you as quickly as possible.