Return & Refund Policy

Effective Date: 01 April 2025
Company: EMIRION s.r.o.
Address: Příčná 1892/4, Nové Město, 110 00 Prague 1, Czech Republic
Email: info@caevia.store.

1. Our Promise

At EMIRION, we want you to love every product you receive.
If you’re not fully satisfied with your order, you have the right to request a return within 30 days of receiving your items, in accordance with the Australian Consumer Law (ACL) and the terms outlined below.

2. 30-Day Return Period

You can return your product within 30 days from the date of delivery, provided that:

  • the product is unused,

  • remains in its original packaging,

  • and is in the same condition as when received.

Please contact our customer support before returning any item.
Returns without prior approval will not be accepted.

To request a return, email us at:
📩 info@caevia.store
Include your full name, order number, and a brief reason for the return.

3. Refund Method

All approved returns will be refunded in the form of a store credit (voucher) redeemable in our online store.
Refunds to the original payment method are not available.

The issued voucher:

  • is valid for 3 years from the date of issue,

  • can be used for any product in our store,

  • and cannot be exchanged for cash.

4. When You Will Receive Your Voucher

Once your return has been received and inspected, you will receive your store credit within 14 days.
You will be notified by email once your return has been processed.

5. Return Shipping

  • Customers are responsible for the cost of return shipping.

  • Returned products must be securely packaged.

  • We recommend using a tracked shipping method.

The return address will be provided by our customer service team upon approval of your return request.
Unapproved returns sent to any other address cannot be processed.

6. Exclusions — Hygiene & Health Protection

For hygiene and safety reasons, the following items cannot be returned or exchanged:

  • Hair styling tools (e.g. straighteners, hair dryers, curlers, brushes) that have been used or tested.

  • Oils, serums, and other liquid skincare or haircare products that have been opened or used.

  • Product bundles (e.g. cleansing oil & serum sets) if not returned complete, sealed, and unused.

Once opened, these items are no longer eligible for return due to hygiene regulations.

7. Damaged or Faulty Items

If your item arrives damaged or defective, please contact us within 7 days of receiving it.
Attach clear photos or videos showing the issue, and we’ll offer a replacement or store credit in line with the Australian Consumer Law.

8. Important Note

  • Products that have been opened, tested, or used cannot be refunded.

  • If an opened product is returned, a store credit equal to the item’s value may be issued at our discretion.

  • Misuse or damage caused by the customer voids the right to return.

Your statutory consumer rights under the Australian Consumer Law remain unaffected.

9. Contact Information

If you have any questions about returns, refunds, or exchanges, please contact us at:

EMIRION s.r.o.
📍 Příčná 1892/4, Nové Město, 110 00 Prague 1, Czech Republic
📧 info@caevia.store

We’re here to help you from Monday to Friday, 9:00 AM – 5:00 PM (AEST).