Refund policy

Standard-size Caribis pieces may be returned or exchanged within 14 calendar days after delivery, provided they meet the eligibility conditions below. Custom and made-to-measure pieces are subject to separate restrictions because they are created specifically for the client.

1. Scope of This Policy

This policy applies to orders placed through caribis.us unless different terms were expressly agreed in writing for a particular order. Orders placed through Etsy or another marketplace may also be subject to that platform's rules.

2. Return and Exchange Period

You may request a return or exchange for an eligible standard-size, non-customized item within 14 calendar days after the date of delivery. Requests received after this 14-day period may be declined.

Please contact Caribis before sending any item back. Unauthorized returns may be refused or delayed because the correct return address and instructions can vary by order and destination.

3. Items Eligible for Return or Exchange

A standard-size item that was not customized, altered, or made to the customer's measurements may be returned or exchanged when all of the following conditions are met:

• The request is submitted within 14 calendar days after delivery.

• The item is unworn, unwashed, unaltered, undamaged, and free from stains, perfume, makeup, deodorant, pet hair, or other signs of use.

• All original tags, accessories, protective materials, and packaging are included.

• The item is returned in a secure package using a tracked shipping service.

• The return has been approved by the Caribis support team before shipment.

4. Non-Returnable and Non-Exchangeable Items

The following items are not eligible for return or exchange, except where Caribis confirms a defect or error on our part or where applicable law requires otherwise:

• Custom-made, made-to-measure, personalized, or individually altered garments.

• Items produced in a non-standard color, fabric, length, construction, or design at the customer's request.

• Items showing signs of wear, washing, alteration, damage, improper storage, or improper handling.

• Items returned without original tags, accessories, or packaging.

• Deposits for custom or made-to-order work after production has begun, materials have been ordered orreserved, or order-specific costs have been incurred.

5. How to Request a Return or Exchange

Within 14 calendar days after delivery, email support@caribis.us with your order number, the item you wish to return or exchange, the reason for the request, and clear photographs of the item, tags, and packaging.

After reviewing the request, we will confirm eligibility and provide the return address and instructions. Please do not send a return to an address found on an old label, invoice, website page, or previous order unless our team confirms it for the current return.

Once shipped, please email us the tracking number. The customer remains responsible for the parcel until it is delivered to the approved return address.

6. Return Shipping Costs

For a return or exchange requested because the standard-size item did not fit or the customer changed their mind, the customer is responsible for return shipping and, in the case of an exchange, the cost of shipping the replacement item.

Original shipping charges are non-refundable unless the return is caused by a confirmed Caribis error. If free shipping was provided, the actual outbound shipping cost may be deducted from the refund where permitted by applicable law.

When an item is confirmed to be defective, damaged in transit, or different from the item ordered due to our error, Caribis will provide an appropriate resolution and cover reasonable return or replacement shipping costs as agreed with the customer.

7. Exchanges

Eligible standard-size items may be exchanged for another available standard size or style. Exchanges are subject to stock and production availability. If the replacement item has a different price, the customer must pay the difference or will receive a refund for the difference, as applicable.

If the requested replacement is unavailable, Caribis may offer an alternative item, store credit, or a refund to the original payment method.

8. Defective, Damaged, Incorrect, or Missing Items

Please contact us as soon as possible, and no later than 14 calendar days after delivery, if your order arrives damaged, defective, incorrect, or incomplete. Include photographs of the item, shipping box, labels, and all packaging. Please keep the packaging until the claim is resolved because the carrier may request an inspection.

All claims are reviewed and may require inspection. If Caribis confirms the defect, damage, missing item, or shipping error, we will arrange a repair, alteration, replacement, or refund, depending on the circumstances and availability.

9. Incorrect Address, Unclaimed, Refused, or Returned Parcels

If a parcel is returned because the customer provided an incorrect or incomplete address, did not respond to the carrier, missed delivery or collection deadlines, or refused the parcel, the customer is responsible for the resulting return, storage, address-correction, and reshipping charges.

For an eligible standard-size item, any approved refund will be processed only after the parcel is returned to Caribis and inspected, and applicable shipping or carrier charges may be deducted. A custom-made or made-to- measure item does not become refundable solely because it was refused, unclaimed, or returned by the carrier.

10. Inspection and Refund Processing

After the returned item is received, Caribis will inspect it and email you with the approval or rejection of the return. We reserve the right to reduce or refuse a refund when the item does not meet the return conditions or has lost value because of wear, damage, alteration, missing components, or improper handling.

Approved refunds are issued to the original payment method whenever possible. Please allow approximately 7-10 business days after approval for Caribis to process the refund. Your bank, card issuer, or payment provider may require additional time before the credit appears in your account.

11. Late or Missing Refunds

If an approved refund has not appeared after the expected processing period, please first check your payment account and contact your bank, card issuer, or PayPal, as posting times vary. If the refund is still missing, contact support@caribis.us with your order number and refund confirmation.

12. Policy Updates

Caribis may update this policy from time to time. The version published on caribis.us at the time of purchase applies to the order, together with any individual written terms confirmed for custom or made-to-order work.

Need help with a return, exchange, or damaged delivery?

Email support@caribis.us within 14 calendar days after delivery. Include your order number, a short explanation, and clear photos of the item, tags, and packaging.