Overview

At cravve., all sales are considered final upon order confirmation. We are committed to delivering every product in perfect condition and we stand fully behind everything we sell. Please read this policy carefully before placing your order.

1. Policy Eligibility

This policy applies exclusively to products purchased directly from cravve.co. Products purchased through third-party retailers, marketplaces, or resellers — including but not limited to Shopee, Lazada, or any authorised retail partners — are not eligible under this policy and must follow the respective retailer's own returns and refunds policy.

2. Order Cancellations

All orders placed at cravve.co are final upon payment confirmation. No cancellations, amendments, or order changes will be accepted once payment has been made — for both pre-orders and standard retail orders.

Change of mind cancellations will not be accepted under any circumstances.
Please review your order details carefully before completing checkout. Once your order is placed, it cannot be changed or cancelled.
cravve. reserves the right to cancel any order at our sole discretion in cases of pricing errors, stock unavailability, payment failure, or suspected fraudulent activity. A full refund will be issued in such cases.

3. All Goods Sold Are Non-Refundable

All purchases made at cravve.co are non-refundable, except in the following three circumstances:

(i) Failed Delivery

If your order is confirmed but fails to be delivered to the shipping address provided through no fault of your own, you are entitled to a replacement unit. If a replacement unit is unavailable, a full refund will be issued.

(ii) Wrong Delivery

If you receive an incorrect item that differs from what you ordered, we will arrange for the correct item to be dispatched at no additional cost. The incorrectly delivered item must be returned to us in its original, unused condition and original packaging before a replacement is dispatched. Return shipping costs for wrong delivery cases will be borne by cravve.

(iii) Damaged Goods During Delivery

If your unit arrives visibly damaged due to transit, we will replace the unit at no cost to you. Damage must be reported within 48 hours of receiving your order. If a replacement unit is unavailable or the replacement unit is also found to be defective upon arrival, a full refund will be issued.

Damage resulting from use, misuse, improper handling, or failure to follow the care and operating instructions provided with the product is not covered under this policy.

Return Eligibility Requirements

To be eligible for a return under the circumstances above, all of the following conditions must be met:

The return request must be raised within 5 working days of receiving your order.
You must provide proof of purchase — your order invoice number and receipt.
The item must be in its original condition, unused, and returned in its original packaging including all accessories and free gifts received with it.
All packaging must be unused, unmarked, and not defaced in any manner.
The item must be returned in its original box or suitable protective packaging to prevent damage during return delivery.
Photographs of the damaged or incorrect item and its packaging must be submitted to hello@cravve.co as part of your return request.
We strongly recommend using a registered, tracked, and insured courier service when returning any item. cravve. is not responsible for any loss or damage to returned items during transit.
Do not send any item back to us without prior written approval from cravve. Returns sent without prior approval will not be accepted and will be returned to the sender.

4. Change of Delivery Address

Before Shipment

Address changes requested before your order has been processed for shipment are free of charge.
Submit your request by emailing hello@cravve.co with your order number and the updated delivery address as soon as possible.

After Shipment

Address changes are not accepted once your order has been dispatched and a tracking number has been issued.
Please ensure your delivery address is accurate at checkout. cravve. is not responsible for failed or misdirected deliveries resulting from an incorrect address provided at the time of order.

Double-check your delivery address before confirming payment. Once your order is dispatched, no address changes can be made under any circumstances.

5. Refund Processing

Where a refund has been approved under this policy, the refund will be initiated within 3–5 business days of approval and processed based on your original payment method:

Online Bank Transfer (FPX): The full refund will be credited to your bank account within 3–5 working days.
Credit or Debit Card: The refund will be sent to your card-issuing bank. Please contact your card-issuing bank directly for the expected duration as processing times vary between banks.
E-wallet: Refunds will be returned to the original e-wallet used at checkout within 3–5 working days.
Buy Now Pay Later (Atome): Refunds for BNPL payments will be processed in accordance with Atome's refund policy. Please contact Atome directly for processing timelines.

cravve. is not responsible for delays caused by your bank or payment provider once the refund has been initiated from our end.

6. How to Submit a Request

All return and refund requests must be submitted by email. We do not accept requests via social media, Instagram DM, or WhatsApp for official order matters.

Email: hello@cravve.co

Please include the following in your email:

Full name
Order number
Email address used at checkout
Reason for your request
Photographs or video — required for all damaged goods and wrong delivery claims

We aim to respond to all requests within 1–2 business days.

7. General

cravve. reserves the right to reject any return or refund request that is deemed unfit, unreasonable, or does not meet the requirements set out in this policy.
Change of mind returns will not be accepted at any stage.
This policy applies solely to purchases made directly at cravve.co. Third-party purchases are excluded.
cravve. reserves the right to amend this policy at any time without prior notice. The version published at cravve.co at the time of your order shall apply.

For any questions regarding this policy, please contact us at hello@cravve.co. We are happy to assist.

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