CAELUXA Return & Refund Policy

Last updated: October 25, 2026

At CAELUXA, every order is prepared especially for you. Because our products are made to order, we have specific guidelines for returns, replacements, and refunds. Please review this policy before placing your order.

1. Returns for Change of Mind

We do not accept returns or exchanges for change of mind.

As our phone cases and other products are made to order, we cannot accept returns for reasons including, but not limited to:

- Changing your mind after placing an order.
- Selecting the wrong phone model, size, color, or design.
- Deciding that you no longer want the product.
- Ordering an item by mistake.
- Personal preferences regarding the appearance of a product when it matches the listing description.

Please carefully review your selected phone model, design, color, and order details before completing your purchase.

2. Damaged, Defective, or Incorrect Items

Your satisfaction matters to us. If your order arrives damaged, defective, or different from the product you ordered, please contact us so we can investigate and help resolve the issue.

To request assistance:

1. Contact us within 30 days of delivery.
2. Include your order number and a description of the problem.
3. Attach clear photographs showing the damage, defect, or incorrect item.

After reviewing your request, we may offer a replacement, reprint, or refund, depending on the circumstances and the resolution available.

For eligible claims, you will generally not need to return the affected product unless we specifically instruct you otherwise.

Please contact us before disposing of or altering a damaged or defective item.

3. Incorrect Phone Model or Customer Selection Errors

Customers are responsible for selecting the correct phone model and other product options when ordering.

We cannot provide a return, exchange, or refund when an item was produced according to the options selected by the customer but the customer selected the wrong model, color, or design.

If we made an error in producing or fulfilling your order, please contact us under Section 2.

4. Order Cancellations

Our products may enter production shortly after an order is placed.

If you need to cancel or change an order, contact us as soon as possible. We cannot guarantee that a cancellation or modification will be possible once production has begun.

Orders that have already entered production or been shipped may not be eligible for cancellation.

5. Shipping Issues and Undeliverable Orders

Please ensure that your shipping address is accurate and complete when placing your order.

If a package is returned or marked undeliverable because of an incorrect address or a delivery issue, contact us so we can review the available options.

Additional shipping charges may apply when a replacement shipment is required because incorrect or incomplete address information was provided by the customer.

If your package appears lost or has not arrived within the expected delivery window, contact us with your order number so we can investigate.

6. Refund Processing

If a refund is approved, it will generally be issued to the original payment method where possible.

The time required for the refund to appear in your account may depend on your payment provider or bank.

Any refund amount and applicable shipping charges will be communicated to you when your request is reviewed. We will not promise a refund until your claim has been assessed and approved.

7. How to Contact Us

For return, refund, replacement, or order-related questions, please contact us through the contact information provided on our website.

Please include your order number so we can assist you efficiently.

8. Consumer Rights

This policy does not limit any rights or remedies that cannot legally be excluded under applicable consumer-protection laws.

CAELUXA

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