Refund policy
Returns & Refunds
We want every CUVLÈ experience to feel considered, supported and reassuring from start to finish.
If something does not feel right, our team is here to help. Whether you need guidance, support or wish to make a return, we will make the process as clear and smooth as possible.
The return period begins from the date of delivery.
For light therapy panels, CUVLÈ offers a 120-day return period.
For face masks, CUVLÈ offers a 30-day satisfaction guarantee, allowing you to try the product and make sure it feels right for you.
Statutory Right of Withdrawal
Consumers in the EU have a statutory 14-day right of withdrawal for distance purchases.
This right allows you to withdraw from your purchase without giving a reason, starting from the day after you receive your order.
To exercise your right of withdrawal, you may contact us at info@cuvle.com with a clear statement that you wish to return your order. You may also use the standard withdrawal form, although this is not required.
Face Mask Satisfaction Guarantee
We want you to feel confident with your CUVLÈ Face mask.
CUVLÈ offers a 30-day satisfaction guarantee for face masks, starting from the date of delivery. You may try the product during this period. If it is not the right fit for you, contact us and we will guide you through the return process.
To qualify for a return, the face mask should be returned in good condition, together with all included components, accessories and packaging.
For hygiene and quality reasons, returned face masks are carefully inspected upon arrival and are never resold as new.
Return Conditions
To help us process your return smoothly, items should be returned with all included components, accessories and packaging.
Light therapy panels may be tested during the return period, provided they are used with care and in accordance with the usage guidelines.
If a product is returned damaged, incomplete, or showing signs of use beyond reasonable testing, this may affect the refund amount.
Before Returning an Item
We recommend contacting us at info@cuvle.com before returning any item.
This allows us to guide you through the process, provide the correct return instructions, and make sure everything is handled properly.
Our team is also happy to assist with usage guidance or help determine the best next step before a return is made.
Return Shipping
For returns due to change of mind, product trial, or extended return periods, return shipping costs are handled by the customer.
If the item is defective, damaged upon delivery, or incorrect, CUVLÈ will cover the return shipping cost where applicable.
We recommend using a tracked shipping service, as this helps ensure your return can be followed safely until it reaches us.
Refunds
All returns are reviewed upon arrival.
Approved refunds are issued to the original payment method within 5–10 business days after inspection.
In any case, refunds are handled within the applicable statutory timeframe once the returned item has been received or proof of return has been provided.
Please note that it may take additional time for your bank or payment provider to process the refund.
Damaged, Faulty or Incorrect Items
If your item arrives damaged, faulty, or incorrect, please contact us within 72 hours of delivery and include clear photos of the package and product.
We will review the case carefully and arrange a suitable resolution, such as a replacement, repair, or refund where applicable.
Non-Returnable Items
Some returns may not be accepted if the item is returned outside the return period, missing essential components, damaged through improper handling, or not returned in acceptable condition.
Face masks returned after the 30-day satisfaction guarantee period are not eligible for return unless defective.
Shipping
We aim to provide a reliable, transparent and carefully managed delivery experience.
Orders may be fulfilled from our own inventory or through selected logistics partners, depending on product availability and destination. This allows us to maintain availability while ensuring that all orders are handled under CUVLÈ’s delivery standards.
Processing Time
Orders are typically processed within 24 hours on business days.
Once your order has been dispatched, you will receive a shipping confirmation with tracking details.
Delivery Time
Delivery typically takes 5–10 business days from dispatch, depending on destination and local carrier conditions.
If your order has not arrived within 10 business days after dispatch, please contact us at info@cuvle.com and our team will assist you.
Complimentary Delivery
CUVLÈ offers complimentary delivery on all orders within Sweden, the Nordics and the European Union.
Customs, Duties & Import Taxes
All applicable customs duties, import taxes and related delivery charges are covered by CUVLÈ.
You will not be required to pay additional customs or import charges upon delivery.
If a carrier requests any additional payment upon delivery, please contact us before making payment so our team can review and assist.
Separate Shipments
In some cases, items from the same order may be shipped separately. This can occur when products are fulfilled from different locations or arrive in separate packages.
If your order is split into multiple shipments, tracking information will be provided where available.
Remote Areas & Delivery Conditions
Delivery times may vary for remote areas, islands or locations with limited carrier coverage.
If additional time is required, tracking information will be updated where available.
Incorrect Shipping Address
Please ensure that your shipping details are correct before completing your order.
If you notice an error after placing your order, contact us as soon as possible. We will do our best to update the address before dispatch, but changes cannot be guaranteed once the order has been processed or shipped.
CUVLÈ is not responsible for delays, failed deliveries or additional costs caused by incorrect or incomplete shipping information provided at checkout.
Uncollected or Refused Shipments
If a shipment is not collected and is returned to us, additional shipping or handling costs may apply.
If a customer refuses delivery without prior agreement with CUVLÈ, any return shipping, handling or related costs may be deducted from the refund where applicable.
Lost or Delayed Shipments
If your order appears to be lost or significantly delayed, please contact us and we will assist in resolving the issue with the carrier.
For lost, delayed or disputed deliveries, CUVLÈ may need to complete a carrier investigation before arranging a replacement or refund.
Delivered but Not Received
If tracking shows that your order has been delivered but you have not received it, please contact us as soon as possible.
We will assist you in reviewing the delivery details and opening an investigation with the carrier where necessary.
Once a shipment has been marked as delivered by the carrier, it is considered delivered unless a carrier investigation confirms otherwise.
Damaged Shipments
If your order arrives damaged, please contact us within 72 hours of delivery and include clear photos of the package and product.
We will assess the case and arrange a suitable resolution where applicable.