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 and email that you received when placing your order or through the “Track and manage” email.

How do refunds and returns work on Cay Collective?

All sellers on Cay Collective are required to accept a return if you contact them within 14 days of receiving your item. The buyer is responsible for covering the return shipping cost and purchasing their own shipping label. If you have ordered from multiple creators and wish to return several products, you are responsible for the return shipping cost to each individual creator separately. Some listings may also offer additional or extended return terms. If you're a buyer located in the European Union, sellers may also be subject to the EU Directive on Consumer Rights.

Please note that certain items cannot be returned due to their nature, such as special orders, personalized orders, or made-to-order items.

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 

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.