Return & Exchange Policy

Return & Exchange Policy

Conditions for Return or Exchange

At Criativae, we are committed to customer satisfaction. You may request a return or exchange within 7 calendar days of receiving your product, provided the following conditions are met:

  • The product must be returned in its original packaging

  • The product must show no signs of use or wear

  • The product must include all tags, manuals, and accessories

⚠️ Important: Returns will not be accepted if any of the conditions above are not respected.

How to Request a Return or Exchange

Send an email to support@criativaeglobal.com with the following information:

  • Product name

  • Order number

  • Email used for the purchase

  • Reason for return or exchange

  • Photo or video showing the defect (if applicable)

Once the return is approved, we will provide the return address and refund the full value of the product and shipping.

Refund Methods

  • Credit Card: The refund will be processed by your card issuer. Criativae is not responsible for delays caused by the bank or payment processor.

Right of Withdrawal (Return Policy)

If you purchased through criativaeglobal.com, received the product in perfect condition, but are not satisfied with your purchase, you may request a cancellation by contacting our support team at support@criativaeglobal.com.

Deadline for Withdrawal

In accordance with consumer protection laws, online shoppers have the right to withdraw from their purchase within 7 calendar days of receiving the product.

⚠️ Note: The right of withdrawal is a reflection period and does not allow for product testing or use.

Conditions for Return:

  • The item must be shipped back using the new label provided by our support team

  • The item must be in original packaging with manuals included

  • The product must include the proof of purchase

  • The product must show no signs of use

⚠️ Products that do not meet these criteria will be returned to the sender without refund.

Refund Processing

  • Credit Card: The refund may take up to two billing cycles to appear, depending on your payment provider.

⚠️ Refunds will only be processed after the item has been received and inspected by our distribution center. No signs of use must be present.

📝 All cancellation requests must be communicated to our support team prior to shipping. A letter including product information must be included in the package. Unsolicited returns will not be accepted.

Exchange Policy

For Clothing and Footwear

We do not accept exchanges for sizing issues.
Size charts in centimeters are provided for all clothing and footwear to help you select the correct size.
Exchanges are only accepted in case of defective products.

Defective Products

Products with Suspected Manufacturing Defects

Products sold on criativaeglobal.com, come with a 90-day warranty against manufacturing defects.

How to Request a Defect Inspection:

  • Return the item using the shipping label provided by our support team

  • Use the original packaging

  • Include the proof of purchase

  • Include a written note describing the defect, how the product was used, and frequency of use

⚠️ Products not meeting these conditions will be returned without inspection.

Product Inspection Process

All inspections are performed by our suppliers.
You will receive a response within 15 business days after the product is received.

✔️ Inspection Approved:

  • You will receive a replacement product at your address, free of charge

  • If the same model is unavailable, you may choose another item of equal value

  • If the new item costs more, the difference must be paid by the customer

❌ Inspection Denied:

  • The product will be returned with a written explanation and no replacement will be issued

Denial Reasons:

  • No defect found

  • Signs of misuse or accidental damage

  • Wear and tear from use

  • Improper washing or maintenance

Automatic Order Cancellation

Orders placed at criativaeglobal.com may be automatically canceled in the following situations:

  • Payment could not be processed

  • Incomplete or inconsistent order information

  • Out-of-stock items

Refunds Initiated by Criativae:

  • If the delivery cannot be completed due to an incorrect or inaccessible address, the product will return to our warehouse and a refund will be issued excluding the shipping fee

  • If the item is out of stock after purchase, the full amount will be refunded using the same payment method. The customer will be notified.