Refund policy

Returns

If you need to return or exchange an item, you have to contact the seller you purchased your order from. Each seller on Cay Collective manages their own orders, and makes decisions about cancellations, refunds, and returns. You can starta a claim using the link in the SMS that you recevied when placing your order or through the “Track and manage” email.

How do refunds and returns work on Cay Collective?

Sellers aren’t required to accept returns, exchanges, or provide a refund unless stated in the return policy on their listing. If the seller is willing to accept this return, make sure to look at the product description before you buy. If you're a buyer located in the European Union, some sellers are subject to comply with the EU Directive on Consumer Rights.

The seller wasn’t able to help me

If the seller isn’t able to help you, your next step is to request help from Cay Collective by opening a case by email. You’ll receive a full refund if your order never arrives, arrives after the estimated delivery window, arrives damaged, or isn’t as described.

1. Contact us via email at Hello@caycollective.com
2. Provide your order number
3. Describe your case 

Expectations

Please note that certain items cannot be returned due to their nature, such as special orders, personalized orders, or made-to-order items. The goods should be returned in their original condition. If an item is returned in a condition that does not meet these criteria, we may refuse to accept the return. After receiving and inspecting the returned item, we will refund the amount to your original payment method within a certain period.