Refund policy
RETURN & REFUND POLICY
Last updated: August 22, 2026
Thank you for shopping with CAILUXO.
We want you to shop with confidence. This Return & Refund Policy explains how returns, refunds, replacements, exchanges and cancellations are handled for purchases made through CAILUXO.
This policy applies to customers worldwide. Depending on where you live, you may have additional mandatory consumer rights under local law. Nothing in this policy limits or excludes any rights that cannot legally be limited or excluded.
For assistance, contact us at:
support@cailuxo.com
1. RETURN PERIODS
CAILUXO provides two return periods:
- A 14-Day Easy Return period
- An Extended 90-Day Return Window with additional conditions
The applicable return period starts from the date the final item in your order is delivered.
2. 14-DAY EASY RETURNS
You may request a return within 14 days after receiving the final item in your order.
During this period, you may open and inspect the product as reasonably necessary to understand its nature, characteristics and functionality.
The product should be returned with:
- All original slides, accessories, cables and components
- Any manuals or materials included with the order
- The original packaging whenever reasonably possible
- Your order number or another valid proof of purchase
The product must not have been damaged through misuse, negligence, accidental damage, unauthorized modification or improper handling.
For change-of-mind returns, the customer is responsible for arranging and paying for return shipping unless applicable law requires otherwise.
Where permitted by law, CAILUXO may deduct an amount from the refund if the product has been handled or used beyond what is reasonably necessary to inspect it and this has caused a reduction in its value.
Where shipping was provided free of charge, there is no separate original shipping charge to refund.
If a customer selected and paid for a premium, express or upgraded delivery method, any amount exceeding the cost of the standard delivery option is not refundable unless required by applicable law.
3. EUROPEAN UNION AND EEA RIGHT OF WITHDRAWAL
Customers in the European Union and European Economic Area may have the right to withdraw from an eligible online purchase within 14 days without providing a reason.
For physical goods, this period begins on the day you, or a person designated by you, receives the final item in the order.
To exercise your right of withdrawal, email:
support@cailuxo.com
Your message must clearly state that you wish to withdraw from the purchase and should include your name and order number.
Your statutory right to withdraw does not depend on prior approval from CAILUXO. Please contact us first so that we can provide the correct return address and instructions.
After notifying us, you must return the goods within 14 days using the return instructions provided.
Unless the product is defective, damaged, incomplete or incorrect, the customer is responsible for the direct cost of returning the goods, provided this has been communicated before purchase.
For an eligible withdrawal, we will refund all payments required by applicable law.
Where standard shipping was provided free of charge, there is no separate original shipping charge to refund.
If you selected a more expensive delivery method than our standard option, the additional delivery cost will not be refunded unless required by law.
Eligible refunds will be processed within 14 days after we receive your withdrawal notice.
We may withhold the refund until we receive the returned goods or until you provide acceptable evidence that the goods have been sent back, whichever occurs first.
Nothing in this policy limits any mandatory withdrawal rights available under applicable consumer law.
4. EXTENDED 90-DAY RETURN WINDOW
After the initial 14-day return period, CAILUXO provides an additional return window until 90 days after delivery.
Returns requested between day 15 and day 90 are accepted only when all of the following conditions are met:
- The product is unused
- The product is undamaged
- The product is clean and in resalable condition
- The original packaging is included
- Any original seal remains intact where the product was supplied sealed
- All slides, accessories, cables, components and included materials are present
- The product has not been assembled, modified or altered
- The product shows no scratches, marks, wear or signs of use
- Valid proof of purchase is provided
- Return authorization has been received from CAILUXO
- The return is sent according to the instructions provided by CAILUXO
Products that have been used after the initial 14-day period do not qualify for the Extended 90-Day Return Window unless they are defective or covered by mandatory consumer rights.
For returns made under the Extended 90-Day Return Window:
- The customer is responsible for arranging and paying for return shipping
- Original delivery charges are not refundable
- Customs charges and import fees are not refundable
- The product must be securely packaged
- A tracked shipping service must be used
- No restocking fee will be charged
A return that does not meet these conditions may be refused and returned to the customer.
The Extended 90-Day Return Window is a commercial benefit offered by CAILUXO and does not replace or reduce any mandatory consumer rights.
5. HOW TO REQUEST A RETURN
Before sending any product back, email:
support@cailuxo.com
Please include:
- Your full name
- Your order number
- The email address used for the order
- The product you wish to return
- The reason for the return
- Photos or a short video if the product is damaged, defective, incomplete or incorrect
After receiving your request, we will provide the correct return instructions, return address and recipient details.
For returns made under a statutory right of withdrawal, your right to withdraw does not depend on prior approval from CAILUXO.
For returns requested under the Extended 90-Day Return Window, return authorization is required before the product is sent.
Do not send a product to the address shown on the original parcel or to any address found elsewhere unless CAILUXO specifically instructs you to do so.
Unauthorized returns made under the Extended 90-Day Return Window may be delayed, refused or returned to the sender.
6. RETURN ADDRESS
The complete return address and recipient details will be provided after we receive your return request.
Do not send a product to the address shown on the original parcel or to our business correspondence address unless CAILUXO specifically instructs you to do so.
Please clearly include your order number inside the return package.
The customer is responsible for ensuring that the returned product is securely packaged and delivered to the return address provided in our instructions.
A tracked shipping method must be used for returns made under the Extended 90-Day Return Window.
Cash-on-delivery return packages will not be accepted.
CAILUXO is not responsible for unauthorized returns, returns sent to an incorrect address, or packages lost because the customer did not follow the provided return instructions.
7. RETURN SHIPPING COSTS
For change-of-mind returns, the customer is responsible for arranging and paying for return shipping unless applicable law requires otherwise.
This includes:
- Change-of-mind returns within the first 14 days
- Returns made under the Extended 90-Day Return Window
- Returns caused by ordering the wrong product or option
- Returns where the customer no longer wants or needs the product
CAILUXO will cover reasonable return shipping costs or provide another appropriate solution when:
- The product is confirmed to be defective
- The product was damaged during delivery
- The wrong product was delivered
- Important parts or accessories are missing
- CAILUXO is legally required to cover the cost
Do not independently purchase expensive return shipping for a defective or incorrect product without contacting us first.
CAILUXO may provide a return label, reimburse an agreed reasonable shipping cost, send replacement parts or offer another appropriate solution.
8. DAMAGED, DEFECTIVE, INCOMPLETE OR INCORRECT PRODUCTS
Please inspect your order as soon as reasonably possible after delivery.
Contact us promptly if:
- The product arrives damaged
- The product does not function correctly
- You receive the wrong product
- Slides, parts or accessories are missing
- The product is materially different from its description
Email support@cailuxo.com and include:
- Your order number
- A clear description of the issue
- Photos or a short video showing the problem
- A photo of the shipping label
- Photos of the packaging when the parcel arrived damaged
Reporting visible delivery damage within 7 days helps us investigate the issue with the carrier. This request does not remove or reduce any mandatory consumer rights that may apply after that period.
Depending on the circumstances, an appropriate solution may include:
- Troubleshooting assistance
- Replacement parts
- A replacement product
- Repair
- A partial refund
- A full refund
We may ask you to return the defective or incorrect product before issuing a replacement or refund.
9. LEGAL GUARANTEE FOR EU AND EEA CUSTOMERS
Products sold to consumers in the European Union and European Economic Area may be covered by mandatory legal rights relating to faulty or non-conforming goods.
Where applicable, customers may be entitled to have a faulty or non-conforming product repaired or replaced without charge.
If repair or replacement is impossible, disproportionate, unsuccessful or not completed within a reasonable time and without significant inconvenience, the customer may be entitled to an appropriate price reduction or refund.
These legal rights are separate from the 14-Day Easy Return period and the Extended 90-Day Return Window.
The Extended 90-Day Return Window does not replace or reduce any mandatory legal guarantee.
10. REFUND PROCESSING
After receiving an approved return, we will inspect the product and notify you of the outcome.
The inspection may verify:
- The condition of the product
- Whether all parts and accessories are included
- Whether the returned product matches the original order
- Whether the return meets the applicable conditions
- Whether the product has been damaged or used
Approved refunds will be issued to the original payment method.
For returns outside a statutory withdrawal procedure, we aim to process approved refunds within 10 business days after receiving and inspecting the returned product.
For valid statutory withdrawals, refunds will be processed within the period required by applicable law. We may withhold the refund until the returned goods are received or until acceptable evidence of return is provided.
Your bank, card issuer or payment provider may require additional time to display the refund.
Refunds cannot normally be sent to a different card, account or payment method.
If more than 15 business days have passed since we confirmed that your refund was approved, contact:
support@cailuxo.com
11. EXCHANGES
Direct exchanges are not guaranteed.
The fastest way to receive a different product or option is normally to:
1. Request a return for the original product
2. Wait for the return to be approved
3. Place a new order for the preferred product or option
If you received a damaged, defective, incomplete or incorrect product, contact us before placing another order so that we can provide the appropriate solution.
12. ORDER CANCELLATIONS AND CHANGES
You may request to cancel or change an order before it has been fulfilled.
Contact us as soon as possible at:
support@cailuxo.com
Cancellation or modification is not guaranteed once processing or fulfillment has begun.
If an order has already been fulfilled or shipped, it cannot normally be cancelled in transit. You may need to receive the order and follow the applicable return process.
Any mandatory cancellation or withdrawal rights available under applicable law remain unaffected.
13. NON-RETURNABLE ITEMS
The following products are not normally eligible for change-of-mind returns unless they arrive defective, incorrect or applicable law requires otherwise:
- Gift cards
- Personalized or custom-made products
- Digital products after access, delivery or download has begun, where the customer expressly consented to immediate delivery and acknowledged the loss of any applicable withdrawal right
- Products damaged through misuse, negligence, accident or unauthorized modification
- Products returned without essential components or accessories
- Products obtained through fraud, abuse or unauthorized transactions
Complimentary digital guides, downloads and bonuses included with a physical product have no separate cash value and are not independently refundable.
Physical products sold by CAILUXO are not automatically classified as final-sale products and remain eligible under the applicable return conditions.
14. BUNDLES, PROMOTIONS AND FREE GIFTS
Products purchased as part of a bundle or promotional offer must normally be returned with all products, parts, slides, accessories and physical gifts included in the offer to receive a full refund.
If only part of a bundle is returned, the refund may be recalculated based on the regular selling price of the products or items retained, where permitted by law.
Any physical free gift must be returned when requesting a full refund.
If a physical gift is missing, its stated or reasonable retail value may be deducted from the refund where permitted by law.
Complimentary digital bonuses have no separate refundable value.
15. REFUSED, UNCLAIMED OR UNDELIVERABLE ORDERS
Customers are responsible for entering a complete and accurate delivery address and following delivery or collection instructions provided by the carrier.
An order may be returned because of:
- An incomplete or incorrect delivery address
- Refusal of delivery
- Failure to collect the parcel
- Failure to respond to the carrier
- Repeated unsuccessful delivery attempts
- Unpaid customs duties or import charges
Where permitted by law, actual return shipping, redelivery, carrier or customs costs may be deducted from the refund.
Original delivery charges are not normally refundable for refused, unclaimed or incorrectly addressed orders unless the delivery failure was caused by CAILUXO or the carrier.
Contact us immediately if you notice an address error. We cannot guarantee that an address can be changed after fulfillment has begun.
16. INTERNATIONAL RETURNS, CUSTOMS AND IMPORT CHARGES
Customers returning an order across an international border are responsible for correctly completing all required customs documentation.
The package should be accurately declared as:
Returned merchandise — customer return
The original order number should be included on or inside the package.
The customer is responsible for customs charges, taxes, delays or losses caused by incorrect or incomplete customs declarations.
Customs duties, import taxes, brokerage charges and handling fees originally paid by the customer are generally non-refundable unless required by applicable law.
Contact us before sending an international return so that we can provide appropriate instructions.
17. RETURN CONDITION AND RESALE
Products returned unused, complete and in their original condition may be returned to available inventory after inspection.
Products that have been opened or inspected during the initial 14-day period will not automatically be resold as new.
CAILUXO may classify an eligible returned product as open-box, used or otherwise appropriately described depending on its actual condition.
Customers must not intentionally misrepresent the condition of a returned product.
18. POLICY ABUSE AND FRAUD
We reserve the right to reject return or refund requests involving:
- Fraudulent transactions
- Falsified photographs, videos or documents
- A returned product different from the product originally supplied
- Intentional product damage
- Missing essential components
- Repeated or excessive abuse of the return process
- Unauthorized chargeback abuse
- Attempts to return used products under the Extended 90-Day Return Window
This section does not limit any mandatory consumer rights.
19. CHANGES TO THIS POLICY
We may update this Return & Refund Policy to reflect changes to our services, products, fulfillment processes, business practices or legal obligations.
The updated policy will be published on this page and the “Last updated” date will be revised.
The policy in effect when your order was placed will generally apply to that order unless a change is required by law.
20. CONTACT US
For returns, refunds, replacements, exchanges, cancellations or questions about this policy, contact:
CAILUXO
Email:
support@cailuxo.com
Business and legal contact information is available through the Contact Information and Legal Notice pages on our website.