Returns & Exchanges

Our return policy applies to both online and in-store shopping. Buy with confidence and risk-free, shopping satisfaction guarantee!

Return & Exchange Deadlines

Customers have 15 calendar days to request a return for a refund and 30 calendar days to request an exchange, calculated from the fulfillment date of each item.

If your order is shipped in multiple shipments, each item's return or exchange window begins on its individual fulfillment date.

For shipped returns and exchanges, eligibility is determined by the date the request is submitted, rather than the date the returned package arrives at our facility. Approved requests must still meet the shipping deadlines outlined below.

How to Request a Return or Exchange

You can submit a return or exchange request through your Cavalinho customer account or contact our customer service team at info@cavalinho.ca or 705-733-8161.

All requests are reviewed by our team before approval. Please allow up to 48 hours for our team to review and respond to your request. Submitting a request does not automatically generate a return shipping label.

Once your request has been reviewed and approved, our team will manually issue a prepaid return shipping label when applicable. Please wait until you receive this label before shipping your merchandise.

Packages returned without prior authorization may be refused.

Return Shipping Fees

For eligible returns and exchanges within Canada and the United States, a flat fee of CA$15 applies to the prepaid return shipping label. This fee covers the entire return package, regardless of the number of eligible items included.

• Returns: The CA$15 return-label fee is deducted from the refund amount.
• Exchanges: The CA$15 return-label fee is included on the exchange invoice.
• In-store returns and exchanges: Customers who bring eligible merchandise directly to our official Cavalinho Boutique in Barrie, Ontario, do not pay the return-label fee.

The shipping fee covers only the return shipping label and does not include the shipping cost of a replacement item. Original shipping fees and duties are non-refundable on returns and exchanges.

Shipping Deadlines for Approved Requests

Once you receive your prepaid return shipping label, you have 7 calendar days to hand the package to the shipping carrier.

If the package is not shipped within this period, the request will be closed and any reserved replacement merchandise will be released back into inventory.

A new request may be submitted only if the original 15-day return or 30-day exchange eligibility window remains open. A closed request does not extend these deadlines.

In-Store Returns & Exchanges

Eligible merchandise purchased through cavalinho.ca may be returned or exchanged in person at our official Cavalinho Boutique in Barrie, Ontario.

The merchandise must physically arrive at the boutique within the applicable 15-day return or 30-day exchange window, including any eligible holiday exchange extension.

The additional 7-day shipping allowance does not apply to in-person returns or exchanges.

No prepaid return-label fee applies to eligible in-store drop-offs.

Requirements for Product Returns & Exchanges

All merchandise must meet the following requirements:

• Be eligible for a return or exchange under this policy.
• Be unworn, unused, unaltered, and free from damage, stains, or signs of use.
• Have all original product tags attached.
• Include all original packaging, accessories, and accompanying components.
• Have a valid receipt, order number, or other acceptable proof of purchase.
• Be submitted within the applicable return or exchange deadline.

Original Packaging & Accessories

To ensure merchandise can be accepted, the following original components must be included when supplied with the product:

• Handbags: Original dust bag, additional or detachable straps (if applicable), tags, stuffing, and certificate.
• Wallets: Original box, tags, and paper cards.
• Belts: Original dust bag, box and tags.
• Footwear: Original shoe box, dust bags, shoehorns, tags, and any additional laces supplied.

All items must be appropriately packaged to prevent damage during return shipping.

Missing Packaging or Accessories

If an otherwise eligible returned item is missing original components, our team will notify you and provide 7 calendar days to send the missing pieces at your own shipping expense.

If the missing components are not received within this period, the following charges may apply:

• CA$30 for each missing component essential to the product's usability, such as a required handbag strap or additional shoelaces.
• CA$15 for each other missing component, such as a dust bag or original accessory.

These charges are cumulative. For example, a missing handbag strap (CA$30) and dust bag (CA$15) would result in CA$45 in deductions, in addition to any applicable return-label fee.

For refunds, the applicable charges are deducted from the refund amount. For exchanges, they are added to the exchange invoice.

Merchandise that has been worn, altered, stained, or damaged by the customer is not eligible for nor partial or full refund and will be refused.

Product Exchanges

We allow one exchange per eligible purchased item, within 30 calendar days of the item's fulfillment date.

Exchanges may be requested for a different size, colour, style, or another eligible Cavalinho product, subject to availability.

Our team will generally reserve the selected replacement merchandise while awaiting the original item's return.

Once the original merchandise has been received, inspected, and approved, we will issue an invoice for any applicable charges, including the return-label fee, price differences, and replacement shipping.

Any outstanding invoice must be paid in full before the replacement merchandise is shipped.

Exchange Price Differences

If your selected replacement has a higher price than the original merchandise, you will be responsible for paying the difference.

If your selected replacement has a lower price:

• Within the original 15-day refund window: The price difference will be refunded to the original payment method.
• After the original 15-day refund window: The price difference will be issued as non-expiring Cavalinho store credit.

Any applicable shipping fees or other exchange charges are calculated separately.

Replacement Shipping

Replacement orders are subject to Cavalinho's regular shipping rates and eligibility rules, calculated using the value of the replacement merchandise rather than only the price difference paid.

Please refer to our Shipping Policy for current shipping rates, thresholds, and conditions.

Non-Returnable & Final-Sale Items

The following items are final sale and are not eligible for ordinary returns or exchanges:

• Sunglasses
• Gift cards
• Perfume and fragrance products
• Clothing items
• Luggage
• Cleaning and care products
• Clearance merchandise
• Buy One, Get One (BOGO) sale merchandise
• Any product discounted by 25% or more from its regular price

The 25% discount exclusion applies regardless of whether the discount results from a marked-down price, a promotional discount code, or a combination of discounts. 

Damaged, Defective, or Incorrect Merchandise

If you receive an incorrect item or merchandise that arrives damaged or appears defective, please contact our customer service team so we can assess the issue.

We may request the following information:

• Your order number or proof of purchase.
• Photos of the complete product.
• Clear photos showing the damage, defect, or incorrect item.
• Photos of the shipping packaging if the damage may have occurred during transit.

Each case is assessed individually. Depending on the circumstances and applicable consumer protection requirements, an appropriate resolution may include repair, replacement, refund, or non-expiring store credit.

For confirmed cases requiring a return or replacement, Cavalinho will cover the applicable return and replacement shipping costs. The CA$15 return-label fee will not apply.

Manufacturing defects arising after delivery are assessed under our separate warranty policy.

Refused Returns & Exchanges

Merchandise that does not meet our return or exchange requirements may be refused following inspection.

Items showing signs of customer use, alterations, stains, or customer-caused damage are not eligible for partial refunds.

If your return or exchange is refused, our team will notify you. You may arrange to collect your merchandise from our official Barrie boutique at no shipping charge or request that it be shipped back to you at your expense.

Refund Process

Once your returned merchandise has been received, inspected, and approved, Cavalinho will process the refund to the original payment method within 2 business days.

If original components are missing, the processing period begins once the missing pieces are received or the 7-calendar-day deadline has passed and applicable deductions have been determined.

Once Cavalinho has processed the refund, your banking institution or card issuer may require an additional 7–10 business days for the credit to appear in your account.

Customers will receive an email notification when their refund has been processed.

Gifts — Exchanges & Store Credit Only

If an item was purchased as a gift, it may be eligible for one exchange or non-expiring store credit within the applicable 30-calendar-day exchange window, including the holiday extension where applicable.

Gift purchases are not eligible for monetary refunds, including when a gift has already been exchanged.

Acceptable proof of purchase may include a gift receipt, order number, or sufficient information for our team to locate and verify the purchase and the amount originally paid.

All merchandise condition requirements, final-sale exclusions, and the one-exchange limit remain applicable.

If a gift is exchanged for a higher-priced product, the additional amount must be paid. Any eligible remaining value from a lower-priced replacement will be issued as non-expiring store credit.

Holiday Exchange Extension

To make holiday gifting easier, eligible merchandise purchased between November 15 and December 24 may be exchanged until January 9 of the following year or until the regular 30-day exchange deadline, whichever is later.

This extension applies to exchanges only. The regular 15-day return window for refunds remains unchanged and is available only to the original purchaser who placed and paid for the order.

If you received an item as a gift, it is eligible for exchange or non-expiring store credit only, regardless of the purchase date. Gift recipients are not eligible for monetary refunds.

All other conditions, including final-sale exclusions, merchandise requirements, and the one-exchange limit, continue to apply.

Purchases Outside Canada & the United States

Purchases shipped to destinations outside Canada and the United States are considered final sale and are not eligible for ordinary returns or exchanges.

Requests involving incorrect merchandise, damaged-on-arrival items, or potential defects will be assessed individually in accordance with applicable consumer protection laws and our warranty policies.

Purchase Locations

Items Purchased at an Official Cavalinho Store in Canada

Purchases from our official Cavalinho Boutique in Barrie, Ontario, are subject to the return and exchange conditions outlined in this policy and on the store receipt.

Items Purchased Through Cavalinho Canada

Eligible purchases made through cavalinho.ca may be returned or exchanged through our approved online process or brought directly to our official Cavalinho Boutique in Barrie, Ontario.

They cannot be returned or exchanged at independent retail partners.

Items Purchased Through Cavalinho USA

Eligible purchases made through cavalinhousa.com may be returned or exchanged by mail through our approved online return and exchange process.

All requests must be submitted and approved in accordance with the deadlines and conditions outlined in this policy. Once approved, our team will provide a prepaid return shipping label with instructions for returning the merchandise to our designated Cavalinho warehouse.

Please do not ship merchandise before receiving authorization and your return shipping label.

Purchases made through cavalinhousa.com cannot be returned or exchanged at independent retail partners.

Items Purchased from Independent Retailers

Products purchased through independent or authorized third-party retailers must be returned or exchanged directly through the original retailer, according to that retailer's policies and applicable consumer rights.

Cavalinho cannot process ordinary refunds or exchanges for purchases made through independent retailers.

Exchanges for Purchases at Official Cavalinho Stores in Portugal

As a courtesy, Cavalinho Canada & USA may consider exchange requests for products purchased at official Cavalinho stores in Portugal. This is a discretionary service and is not guaranteed.

The following conditions apply:

• The exchange request must be submitted within 30 calendar days of the purchase date shown on the original receipt.
• A valid original purchase receipt from an official Cavalinho Portugal store is required. Credit card statements alone are not accepted as proof of purchase.
• Merchandise must be new, unused, unaltered, and in its original condition, with all tags, packaging, and accompanying accessories.
• Exchange approval is subject to product availability and assessment by Cavalinho Canada.
• Refunds are not available through Cavalinho Canada for purchases made in Portugal.
• Any applicable price difference must be settled before the replacement is provided.
• Value Added Tax (VAT) paid in Portugal is excluded when determining the merchandise's exchange value.
• The currency exchange rate used will be determined by Cavalinho Canada, rather than the customer's bank or credit card provider.
• Shipping charges may apply if the customer cannot complete the exchange in person at our Barrie boutique.

Due to the exclusive and limited-production nature of Cavalinho products, availability of a particular style, colour, or size cannot be guaranteed.

Additional Information

For additional information or assistance with a return or exchange, please contact our North American Head Office:

Cavalinho Boutique
101 Collier Street
Barrie, Ontario, Canada
Email: info@cavalinho.ca
Phone: 705-733-8161

Our team will be happy to assist you during regular business hours.