Return & Refund Policy

Last updated: August 19, 2026

At Civarra LLC (“Civarra,” “we,” “us,” or “our”), we carefully select products that combine quality, functionality, and timeless design. We want your shopping experience to be straightforward, and we are here to help if something is not right with your order.

This policy applies to purchases made through civarra.com. Nothing in this policy limits any consumer rights that cannot legally be waived.

14-Day Return Policy

You may request a return within 14 calendar days after the order is delivered.

To be eligible for a return, the product must:

  • be unused, unworn, and in the same condition in which it was received;
  • include its original packaging, manuals, labels, parts, and accessories;
  • be free from damage caused by misuse, improper assembly, modification, accidental damage, or normal wear; and
  • include proof of purchase or a valid Civarra order number.

To request a return, email support@civarra.com before sending the product. If the return is approved, we will provide the correct return address and instructions.

Do not return a product to the sender’s address shown on the parcel or to our business contact address unless we specifically instruct you to do so. Returns sent without authorization, sent to the wrong address, or sent cash on delivery may be refused or may not be recoverable.

Damaged, Defective, or Incorrect Products

Please inspect your order when it arrives. If a product is damaged, defective, missing essential parts, or different from what you ordered, contact us within 7 calendar days after delivery so we can investigate promptly.

Please provide:

  • your order number;
  • a clear description of the issue; and
  • clear photographs or a short video showing the product, the issue, the shipping label, and the packaging.

Do not discard the product or packaging while the claim is being reviewed. Depending on the circumstances, we may request additional information or ask you to return the product.

For an approved claim, we will offer an appropriate resolution, which may include:

  • a replacement;
  • replacement parts;
  • a full or partial refund; or
  • another solution agreed with you.

We will cover reasonable return-shipping costs when we require the return of a product that was delivered damaged, defective, or incorrectly. The 7-day notification request helps us investigate delivery-related damage and does not reduce any longer rights you may have under applicable law.

Change-of-Mind Returns

Eligible products may be returned within the 14-day return period if you change your mind.

For change-of-mind returns:

  • the product must meet all return-eligibility requirements;
  • you are responsible for return-shipping costs;
  • you are responsible for the product until it reaches the approved return location;
  • we recommend using a trackable shipping service and keeping the receipt; and
  • original shipping or delivery charges are non-refundable, except where required by law.

Any loss in value caused by handling beyond what is reasonably necessary to inspect the product may be deducted from the refund, where permitted by law.

Order Cancellation

You may request cancellation within 15 minutes after placing your order by emailing support@civarra.com with your order number and the subject line Cancellation Request.

We will try to stop the order, but cancellation is not guaranteed because orders may enter automated processing immediately. If we cannot cancel the order before processing or shipment, you may request a return after delivery under this policy.

If we cancel an order before shipment, we will refund the cancelled amount to the original payment method.

Exchanges

We currently provide direct replacements only for products that are damaged, defective, missing essential parts, or incorrectly shipped.

If you want a different color, size, model, or variation, request a return for the original product and place a new order separately. A replacement is subject to product availability.

Non-Returnable Products

The following products are not eligible for change-of-mind returns, to the extent permitted by law:

  • opened, used, or unsealed personal-care or beauty products;
  • opened essential oils, fragrances, or other hygiene-sensitive products;
  • gift cards;
  • digital products or downloadable content once supplied or accessed;
  • products clearly marked Final Sale before purchase; and
  • clearance products clearly identified as non-returnable before purchase.

These exclusions do not apply when a product is damaged, defective, incorrectly supplied, or otherwise protected by applicable law. Please contact us before purchasing if you are unsure whether a product is returnable.

Return Inspection and Refunds

We will notify you after the returned product is received and inspected. We may reduce or decline a refund if the returned product does not meet this policy, is incomplete, shows use or damage not present at delivery, or was returned outside the approved process, except where applicable law requires otherwise.

If the return is approved:

  • we will normally initiate the refund within 5 business days after inspection;
  • the refund will be sent through Stripe to the original payment method used for the order; and
  • we will email you when the refund has been initiated.

After we initiate a refund, banks and card issuers commonly take 5–10 business days to post it. In some cases, payment-provider processing may take longer, potentially up to 30 days. We cannot send a Stripe refund to a different card, bank account, or payment method.

If you have not received the refund after the timeframe stated in our confirmation email, contact your bank or card issuer first and then email us for assistance.

Shipping Delays

Shipping and delivery estimates are not guarantees. Customs inspections, severe weather, public holidays, carrier delays, peak shopping periods, and unexpected logistics disruptions may affect delivery after an order has shipped.

If we cannot ship your order within the timeframe promised at checkout, or within the period required by applicable law when no timeframe was promised, we will notify you and provide the option to:

  • agree to a revised shipping timeframe; or
  • cancel the unshipped order for a full refund.

Once an order has shipped on time, a reasonable carrier delay does not automatically qualify the order for a refund. However, we will investigate materially delayed or potentially lost shipments and provide a resolution under the Lost Packages section below.

Incorrect or Incomplete Shipping Address

You are responsible for providing a complete and accurate shipping address at checkout. Please contact us immediately if you notice an error.

If the order has not entered processing, we will try to update the address. Once processing or shipment has begun, we may be unable to change or redirect it.

If an order is undeliverable or returned because of an incorrect or incomplete address supplied by the customer:

  • additional shipping charges may apply for reshipment; or
  • if a refund is approved after the product is returned and inspected, actual outbound and return-shipping costs may be deducted, where permitted by law.

We cannot guarantee a refund or replacement when an order is delivered to an incorrect address entered by the customer and cannot be recovered. This does not apply when the address error was caused by Civarra or one of our service providers.

Refused and Unclaimed Deliveries

If you refuse a delivery or fail to collect it for reasons unrelated to damage, defect, or our error, the parcel may be returned, held, or disposed of by the carrier.

If the parcel is returned to an approved facility in resalable condition, we may refund the eligible product price after inspection, less actual outbound shipping, return shipping, carrier charges, customs charges, and other non-recoverable costs, where permitted by law.

If the carrier does not return the parcel or disposes of it, a refund may not be available. Contact us before refusing a shipment so we can advise you on the correct process.

Lost Packages

If tracking has not updated for an extended period or your package appears to be lost in transit, email support@civarra.com with your order number.

We will review the tracking information and, where appropriate, open an investigation with the carrier or fulfillment partner. Carrier investigations may take time. If the carrier or fulfillment partner confirms that the package was lost before delivery, we will provide a replacement or a refund.

Marked Delivered but Not Received

If tracking shows Delivered but you cannot locate the package, please:

  • check entrances, mailrooms, reception areas, secure locations, and around your property;
  • ask household members, neighbors, building management, or reception staff;
  • allow up to 48 hours because some carriers scan parcels before final delivery; and
  • contact the local carrier office with the tracking number.

If the package is still missing, contact us promptly. We will review the delivery record and may ask the carrier to investigate or request additional information from you. A carrier’s delivered scan does not automatically determine the outcome; any refund or replacement will depend on the investigation, proof of delivery, circumstances of the delivery, and applicable law.

Return Shipping Instructions

Approved return instructions may differ depending on the product and fulfillment location. Follow the instructions in our approval email carefully.

Unless we confirm otherwise:

  • do not return products to the sender’s address on the parcel;
  • do not return products to Civarra’s business contact address;
  • do not send returns cash on delivery;
  • package the product securely with all included components; and
  • use a trackable shipping service and retain proof of shipment.

Change-of-mind return shipping is the customer’s responsibility. For approved damaged, defective, or incorrect-product claims, we will provide or reimburse reasonable return shipping when a return is required.

Fraud and Policy Abuse

To protect customers and our business, we may verify the information and evidence provided with a return, refund, replacement, or non-delivery claim. We may decline claims supported by fraudulent, altered, misleading, or insufficient evidence, or claims involving abuse of this policy, except where applicable law requires a remedy.

We may also limit future transactions or take other lawful action in response to confirmed fraud or repeated policy abuse.

Contact Us

For returns, refunds, cancellations, or order problems, contact:

Civarra LLC
Email: support@civarra.com
Phone: +1 406-867-7867
Response time: normally within 1–2 business days

Business contact address:
1001 S Main St, Ste 500
Kalispell, MT 59901
United States

This business contact address is not a return address. We will provide the correct return address after approving your request.