Can I Return an Item Purchased from a Retailer?Updated 4 months ago

At Caval, we are committed to providing you with the best possible experience, whether you shop directly with us or through one of our retail partners. However, we cannot process returns or exchanges for items purchased from our retailers.

Why Can’t You Take Back or Exchange My Pair?

If you purchase a product from a retailer, several reasons explain why returns or exchanges need to be handled directly with them:

1. The transaction is with the retailer:

   • When you buy a pair from a retailer, it is their store that handles the sale, collects the payment, and issues the receipt or invoice.
   • Therefore, the retailer becomes your primary contact for any requests related to that purchase.

2. Stock and payment management:

   • Each retailer manages its own stock, pricing, and sales policies.
   • We are unable to retrieve or reintegrate into our inventory an item sold elsewhere.

3. Legal and financial framework:

   • Accounting and legal regulations require each seller to handle only the transactions they process.
   • We do not have access to the purchase details (invoice, payment) from transactions completed through our retailers.

4. The necessary refund credit:

   • Only the retailer holds the funds related to your purchase. Therefore, we cannot issue a refund for a transaction made by a third party.

What Should I Do to Return or Exchange a Pair Bought from a Retailer?

We recommend that you contact the store or retailer directly where you made your purchase. Each retailer has its own return and exchange policy, which may include specific deadlines or conditions. Their team will be able to assist you.

What If I Have an Issue with a Retailer?

We understand that this situation can sometimes be frustrating. If you encounter difficulties in obtaining a solution from the retailer, please feel free to reach out to us. While we cannot intervene directly in their policies, we are available to advise or help resolve the issue as much as possible. If you need additional information or face any difficulties, our team remains at your disposal—feel free to reach out to us!