Refund policy
Last updated: June 2026
1. Return Conditions
We accept returns on items that are unworn, unwashed, and unaltered, with all original tags attached and original packaging intact. Items must be free of any odours, stains, or damage and must show no signs of wear or use. Returns that do not meet these conditions may be rejected and sent back to the customer at their expense. To be eligible for a return, your request must be submitted within 14 days of receiving your order, in accordance with Directive 2011/83/EU. Both the condition requirements and the return window apply together — items that do not fully satisfy all conditions will not be accepted regardless of when the request is made.
2. How to Request a Return
Please do not send any item back without contacting us first. To initiate a return, email us at kontakt@kavallier.de with your order number and the reason for your return. We will acknowledge your request within 48 hours and provide you with full return instructions. We strongly recommend using a tracked return postage service, as we cannot accept responsibility for items lost in transit.
3. Return Shipping Costs
If your item arrived damaged, defective, or incorrect due to a store error, we will cover the full cost of return shipping. In all other cases, return shipping costs are the responsibility of the customer. This applies to, but is not limited to: change of mind, wrong size selected, wrong colour selected, duplicate orders placed by the customer, incorrect item ordered by the customer, item not meeting expectations, accidental purchases, delayed return requests, and any other situation arising from customer error or preference.
4. Damaged or Defective Items
If your order arrives damaged or defective, please contact us within 48 hours of receipt at kontakt@kavallier.de. Include your order number and clear photographs of the item and packaging. We will offer you a free replacement or a full refund — the choice is yours. In these cases, all return shipping costs are fully covered by us.
5. Refund Process
Once we receive your returned item, we will inspect it and notify you of the outcome. Approved refunds are processed within 7–14 business days to the original payment method. Please note that depending on your bank or card issuer, the refund may not appear until your next one or two billing cycles. Original shipping costs are non-refundable unless the return is due to a defective, damaged, or incorrectly dispatched item.
6. Exchanges
We are happy to assist with exchanges, subject to stock availability. Please contact us at kontakt@kavallier.de before returning your item so we can confirm whether the desired size or colour is available. If the requested item is not in stock, a full refund will be issued instead.
7. Non-Returnable Items
We are unable to accept returns on items that have been worn, washed, or altered after receipt, items with missing original tags or packaging, or any item showing signs of use. Such items will be returned to the customer without a refund being issued.
8. Late or Missing Refunds
If you have not received your refund within the expected timeframe, please first check your bank account and contact your card issuer or payment provider, as processing times can vary. If you have done this and your refund is still missing after 14 business days, please contact us at kontakt@kavallier.de and we will investigate promptly.
9. Return Window
Returns are accepted within 14 days of the date of receipt, provided the item meets all conditions outlined in Section 1 of this policy, in accordance with Directive 2011/83/EU. Items and requests that do not fully comply with these conditions will not be accepted. Requests submitted outside this window will not be processed.
10. Contact Us
For any questions regarding returns or refunds, please contact us at kontakt@kavallier.de. Our customer service team is available Monday to Friday and responds within 24 hours on business days. Please include your order number and the email address used at checkout when reaching out.