Returns & Refunds Policy — Cradella

Your satisfaction is important to us at Cradella. We are committed to offering quality products and a transparent shopping experience. Please read this returns and refunds policy carefully before placing an order.

Policy Acceptance

By placing an order on Cradella.com, the customer confirms that they have read, understood, and accepted the entirety of this returns and refunds policy.

Failure to be aware of this policy or to have read it does not, in any case, constitute a valid reason for return, refund, or dispute.

Returns

If you are not entirely satisfied with your purchase, you may submit a return request within 30 days of receiving your order.

Important:

Any return request must be approved by our customer service before any item is sent back. Please contact us at support@cradella.com so that we can assist you and determine the most suitable solution.

Any return made without prior authorization may be refused or returned to the sender without a refund.

Eligibility Conditions

Returned items must:

• Be new, unworn, unwashed, and unused
• Be in their original condition
• Include all original packaging and accessories

Cradella reserves the right to refuse any return that does not meet these conditions.

Hygiene & Fit — Lingerie Items

For hygiene and safety reasons, specific conditions apply to the return of lingerie items.

To be eligible for a return, items must be new, unworn, unwashed, and in their original packaging, with all tags intact.

We understand that trying on a bra is often necessary to assess the fit. For this reason, a brief try-on for sizing purposes may be tolerated.

However, for hygiene reasons, any item showing signs of use beyond a simple fit test (including marks, odors, stretching, washing, or prolonged use) may not be eligible for a return or refund.

Any return or exchange request remains subject to prior approval by our customer service.

If a returned item does not meet these conditions, Cradella reserves the right to:

• Refuse the return
• Return the item to the customer without a refund
• Offer an alternative solution at its sole discretion (exchange, store credit, or partial refund)

Sizing & Fit (Lingerie)

Cradella bras are designed to offer comfortable support through the use of flexible materials and adjustment systems (such as hooks and adjustable straps), allowing them to adapt to different body shapes.

Due to the flexible and adaptable nature of these products:

• A feeling of support that is different or lighter than expected does not constitute a defect
• The sizes displayed on our site are recommended sizes, based on standard fit guidelines
• Individual preferences for support, tightness, and comfort may vary

Choosing an unsuitable size or dissatisfaction related to the fit does not constitute a defective or non-compliant product.

Return or refund requests based solely on personal preference, comfort, or fit are subject to review and are not guaranteed.

Cradella does not guarantee fit or comfort, as these are subjective and vary from person to person.

We recommend using the available adjustment options and briefly trying on the item to allow the fabric to adapt before contacting our customer service.

Return Costs

• Return shipping costs are the responsibility of the customer
• Initial shipping costs are non-refundable
• International returns may result in extended processing times

To avoid unnecessary delays and costs, Cradella may, at its discretion, offer an alternative solution (exchange, store credit, or partial refund).

Any alternative solution is offered without guarantee and is solely at Cradella's discretion.

Return Deadlines

Once the return request is approved:

• The item must be shipped within 14 days
• Any item received after this deadline may be refused

Refunds

When a return is approved and received in accordance with our conditions:

• The refund is processed within 7 business days after inspection
• The refund is issued to the original payment method
• Bank processing times may vary depending on the customer's institution

In some cases, to offer a quicker resolution, a partial refund or store credit may be offered without requiring a return.

Promotional Items & Special Offers

From time to time, Cradella may offer promotional offers, including items offered as part of limited-time campaigns.

Please note that promotional items are subject to availability and limited allocation. Even if these items may appear in the cart or order summary, their final allocation is confirmed during order validation and preparation.

In some cases, due to real-time availability and stock allocation, a promotional item displayed at checkout or in the order confirmation may not be included in the final shipment.

Promotional items are not guaranteed and cannot be subject to any separate refund, exchange, or compensation.

All orders are processed based on the items actually allocated and shipped at the time of shipment preparation.

Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or incorrect, please contact us within 30 days of delivery, attaching clear photos of the issue.

Important — Inspection upon Receipt:

Items must be inspected immediately upon receipt of the package.

To process your request, photographic evidence is required, including:

• Clear photos of the received item
• Photos of the original packaging
• Photos clearly showing the problem as it appeared upon receipt

⚠️ No claim can be processed without clear photographic evidence.

Requests submitted after the item has been used, worn, washed, or altered, or without sufficient evidence, may not be accepted.

After verification, we will offer a replacement or a full refund, at no additional cost to the customer.

Packages Marked as "Delivered"

If tracking indicates your package was delivered but you have not received it, we recommend you:

• Check with your local carrier or those around you
• Contact us at support@cradella.com for further assistance

Disputes & Chargebacks

Before initiating any dispute or chargeback request with your bank or payment provider, the customer must imperatively contact support@cradella.com to allow us to attempt to resolve the issue.

Any chargeback initiated without prior contact may be contested with the order confirmation, delivery confirmation, and this policy.

Refusal of Return

Cradella reserves the right to refuse returns that:

• Are worn, used, washed, damaged, or altered
• Are incomplete or without original packaging
• Show excessive wear
• Appear fraudulent or abusive

Policy Updates

Cradella reserves the right to modify or update this policy at any time.

The version in effect at the time of purchase is binding.

Customer Service

Email: support@cradella.com
Response Time: within 12 business hours
Hours: Monday–Friday, 9:00 AM – 5:00 PM (EST)