Return & Refund Policy

Last updated: May 17, 2026

1. Policy Summary by Product Type

2. Standard Returns — Eligibility Requirements

To be eligible for a return, your non-personalized physical item must meet all of the following conditions:

• The return is initiated within 30 days of the delivery date (as confirmed by the carrier)
• The item is unworn and unwashed — it has not been used, tried on, or laundered
• The item is in original condition with all tags still attached and in its original packaging where applicable
• The item is not marked "Final Sale" at the time of purchase (see Section 8 below)
• The item is not a digital product, gift card, or personalized item

We reserve the right to refuse a return if the item does not meet these conditions when it arrives back with us.

3. Personalized and Custom Items

Because personalized items are made specifically to your order, we cannot accept returns or exchanges on these products unless:

• There is a production defect (e.g., a manufacturing flaw, misprint, or structural issue)
• We shipped the wrong item (different product, wrong size, wrong color)
• The item arrived damaged in transit

Please note: if you made a spelling error or entered incorrect personalization details, we are unable to offer a refund or replacement, as we produce exactly what is submitted at checkout. Always double-check names, dates, and custom text before confirming your order.

If you believe your personalized item qualifies for a return due to one of the exceptions above, email returns@cadomalo.com with photos of the issue and your order number. We will review your case within 2 business days.

4. Defective or Incorrect Items

If your item arrives defective, damaged, or is not what you ordered, we take full responsibility — regardless of whether it is personalized or not. Here is our promise:

• We will send you a free replacement at no additional cost
• You do not need to return the defective or incorrect item (we may ask for photos for quality control purposes)
• If you prefer a refund instead of a replacement, we will issue a full refund to your original payment method

To report a defective or wrong item, email returns@cadomalo.com within 30 days of delivery. Include:

• Your order number
• A clear photo of the item showing the defect or discrepancy
• Whether you would prefer a replacement or a refund

5. How to Start a Return

To initiate a return for an eligible non-personalized item, follow these steps:

1. Email us at returns@cadomalo.com with the subject line "Return Request — Order #[your order number]." Include your order number, the item(s) you wish to return, and the reason for your return. If the item is damaged, please include photos.
2. Wait for approval. Our team will review your request and respond within 2 business days with return instructions and our return shipping address. Do not ship items without receiving return approval first.
3. Pack and ship your item. Securely pack the item in its original packaging (or comparable protective packaging). Ship it using a tracked service and retain your tracking number. Customers are responsible for return shipping costs unless the item is defective or incorrect.
4. Wait for your refund. Once we receive and inspect your return (typically within 3–5 business days of arrival), we will issue your refund. You will receive an email confirmation when the refund is processed.

6. Refund Timeline

Once your returned item has been received and inspected, refunds are processed within 5–10 business days to your original payment method:

• Credit/debit card (Stripe): 5–10 business days to appear on your statement, depending on your bank
• PayPal: Typically 3–5 business days to your PayPal balance

Refunds are issued to the original payment method used at checkout. We cannot issue refunds to a different card or account. If you paid in part with a gift card, the gift card amount will be refunded to a new gift card.

Original shipping fees are non-refundable unless the return is due to our error (defective or wrong item).

7. Exchanges

We are happy to exchange non-personalized items for a different size or color, subject to availability. To request an exchange:

• Email returns@cadomalo.com with your order number and the size or color you would like instead
• We will confirm availability and send you return instructions
• Once we receive your returned item in eligible condition, we will ship the replacement

If the item you want to exchange for is a different price, we will either charge the difference or issue a partial refund accordingly.

We do not offer exchanges on personalized items (except in cases of defect or wrong item as described in Section 4).

8. Sale Items and Final Sale

• Regular sale items (discounted but not marked "Final Sale") are eligible for return within the standard 30-day window under the same conditions as full-price items
• Items marked "Final Sale" at the time of purchase are not eligible for return or exchange under any circumstances, unless they are defective or the wrong item was delivered
• Items purchased with a promotional discount code are eligible for return, but refunds will reflect the amount actually paid (the discounted price)

9. Return Shipping Costs

• Standard returns (change of mind): The customer is responsible for return shipping costs. We recommend using a tracked shipping method, as we cannot be responsible for items lost in return transit
• Defective or wrong items: We cover return shipping costs where applicable, or simply do not require the item to be returned at all. We will provide a prepaid label or reimburse reasonable shipping costs — details will be provided when you contact us

10. Non-Returnable Items (Summary)

The following cannot be returned or refunded:

• Personalized / custom-made items (unless defective or wrong item)
• Digital products and downloads
• Gift cards
• Items marked "Final Sale"
• Items returned after the 30-day window
• Items that are worn, washed, damaged by the customer, or missing original tags/packaging

11. EU Customer Rights

If you are a consumer in the European Union, you have the right to withdraw from your purchase within 14 days of receiving your order ("cooling-off period") without giving a reason, in accordance with the EU Consumer Rights Directive. This right applies to non-personalized physical goods. It does not apply to personalized items made to your specifications, or to digital products once they have been accessed.

To exercise your right of withdrawal, email returns@cadomalo.com within 14 days of delivery. We will refund the purchase price plus the original standard shipping cost within 14 days of receiving your returned item.

12. Contact Us

For all return, refund, and exchange inquiries:

• Email: returns@cadomalo.com
• General support: hello@cadomalo.com
• Response time: We aim to respond within 2 business days (Monday–Friday)