Refund policy
Civilion Returns & Exchanges Policy
At Civilion, we want every pair to arrive right and feel perfect. If something is not working, we will do our best to correct it.
Return Window
Civilion accepts returns within 30 days of delivery for eligible items purchased directly from cvln.com.
To qualify for a return, the item must be:
- Unworn and unused
- In the same condition it was received
- In its original packaging
- Returned with the original shoe box and any included tags or materials
- Accompanied by proof of purchase
We recommend trying your Civilions on indoors, preferably on a clean or carpeted surface. Shoes with signs of outdoor wear, damage, heavy creasing, missing packaging, or a missing original shoe box cannot be accepted.
Items purchased from another retailer, event, distributor, or wholesale partner must be returned through the original place of purchase and are subject to that retailer’s return policy.
How to Start a Return
To start a return, email us at:
Please include:
- Your order number
- The email address used for the order
- The item you would like to return or exchange
- The reason for the return
Once your return is approved, we will provide return instructions. Items sent back without first requesting a return may not be accepted.
Return Addresses
Approved returns will be directed to the appropriate return location based on your shipping country.
USA Returns
KMF Global
125 Prosperity Way
Dahlonega, GA 30533
USA
Canada Returns
Civilion Returns
60 Saramia Crescent, Unit #1
Vaughan, Ontario
L4K 4J7
Canada
Please do not ship your return until your return request has been approved and you have received instructions from our team.
Return Shipping Fees
For returns being refunded to the original payment method, a $10 return shipping fee per pair may be deducted from your refund.
Original shipping charges are not refundable.
Duties, taxes, customs fees, or brokerage fees are not refundable unless the return is due to a Civilion error, defective item, or incorrect item received.
Exchanges
Civilion does not process direct product-for-product exchanges.
The fastest way to exchange your item is to return the original pair and place a new order for the size, color, or style you want.
For eligible exchanges, we may issue a digital store credit gift card once your return has been scanned by the carrier or received and approved by our team.
Store credit can be used toward any available product on cvln.com.
There is no return shipping fee when choosing store credit for an approved exchange.
Refunds
Once your return is received, our team will inspect the item.
If approved, your refund will be issued to your original payment method, less any applicable return shipping fees.
Refunds are typically processed within 10 business days after the return has been received and approved. Please note that your bank or credit card provider may require additional time to post the refund to your account.
If more than 15 business days have passed since your refund was approved, please contact us at:
Damaged, Defective, or Incorrect Items
Please inspect your order as soon as it arrives.
If your item is defective, damaged, or if you received the wrong item, contact us immediately at:
Please include your order number and clear photos of the issue so we can review it and make it right.
If the issue is confirmed, Civilion will cover the return shipping or replacement process.
Final Sale Items
The following items are final sale and cannot be returned or exchanged:
- Gift cards
- Items marked Final Sale
- Special promotional items marked non-returnable
- Worn or used footwear
- Products not purchased directly from cvln.com
Sale items may be returned only if they are not marked Final Sale and meet all return eligibility requirements.
European Union 14-Day Cooling-Off Period
For orders shipped into the European Union, customers have the right to cancel or return an order within 14 days, for any reason and without justification.
Returned items must still be unworn, unused, in their original packaging, and accompanied by proof of purchase.
Need Help?
For any questions about returns, exchanges, sizing, or your order, contact us at:
We are here to help.
