Refund policy

1. Return period

We have a 30-day return policy. This means you have 30 days after receiving your item to request a return.

2. Return conditions

To be eligible for a return, your item must be:

• In the same condition that you received it: unworn, unused, with tags, and in its original packaging.

• Accompanied by a proof of purchase (receipt or invoice).

Please contact us at hello@demuva.com if you have any questions or concerns regarding your specific item.

Note: Returns will not be accepted without a prior request.

3. Return process

To initiate a return, please contact us at hello@demuva.com If your return is accepted, we will provide you with instructions on how to send your item back. Please note that return shipping costs are the responsibility of the customer. Items returned without prior approval will not be accepted.

4. Exceptions / Non-returnable items

Certain items cannot be returned, including:

• Custom products (special orders, personalised items, bulk orders).
• Bulk orders - these cannot be returned for 'change of mind', 'not meeting requirements' etc. We advise that you order a sample product first to ensure it meets your requirements.
• Personal care products (such as beauty products).
• Sale items or gift cards.

5. Damaged or defective items

Please inspect your order upon reception and contact us immediately if an item is damaged, defective, or incorrect so we can evaluate the issue and resolve it.

6. Exchanges

If you wish to exchange an item for a different model, colour, or size, follow these steps:

1. Return the item you have. Once your return is accepted, we will provide you with detailed instructions on how to return the item. The item must meet the return conditions (unworn, unused, with tags, and in its original packaging).

2. Make a separate purchase for the item you want. This ensures that the new item is reserved for you and that you receive it promptly.

7. Cancellations and preorders

• Cancellations: You may cancel your order only within 30 minutes of purchase. After this period, cancellations will no longer be possible.

• Preorders and Restocked Items: Refunds for preorders and restocked items will only be authorised after the product has been received by the customer.

These preorders offer exclusive access to our products, which means the customer agrees to finalise the purchase, even in the event of a change of mind or extended wait times. We reserve the right to extend the estimated delivery time by an additional 15 days beyond what is initially indicated on the website.

The returned product must be sent according to our instructions. If the product is eligible for return, we will provide specific return instructions, including a return label and shipping guidelines.

8. European Union 14-day cooling-off period

If the merchandise is being shipped to the European Union, you have the right to cancel or return your order within 14 days for any reason and without justification. Your item must be in the same condition that you received it: unworn, unused, with tags, and in its original packaging. You will also need to provide proof of purchase.

9. Refunds

Once we have received and inspected your return, we will notify you whether the refund has been approved or denied. If approved, your refund will be processed via your original payment method within 10 business days.

Note: It may take time for your bank or credit card company to process and post the refund.

If more than 15 business days have passed since we approved your return and you have not received your refund, please contact us at hello@demuva.com.

10. Unclaimed packages

If a package is not collected within 15 days after being made available for pickup, it will be reshipped to the customer. The reshipment costs will be borne by the customer.