Refund policy
Return & Refund Policy
At Capilox, we want every customer to feel confident when ordering from us. That is why our products are covered by a 45-Day Money-Back Guarantee, unless stated otherwise directly on the product page.
This policy explains how returns, refunds, exchanges, defective items, incorrect orders and our 45-Day Guarantee are handled.
1. Contact Information
Capilox
Leopoldstraße 23
80802 München
Germany
Email: support@capilox.com
Phone: +49 89 555 2486
Customer service hours:
Monday to Saturday, 10:00 a.m. to 8:00 p.m. CET
2. 45-Day Money-Back Guarantee
Most Capilox products are covered by our 45-Day Money-Back Guarantee.
This means that you may contact us within 45 days of receiving your order if you are not satisfied with your purchase.
To request a refund under the 45-Day Money-Back Guarantee, please contact us at support@capilox.com with:
- Your order number
- The email address used for the order
- A short explanation of the issue
- Photos or videos if relevant
Depending on the situation, we may ask you to return the product before a refund is approved.
Unless the product is defective, damaged, or incorrect due to our error, return shipping costs are the responsibility of the customer.
The 45-Day Money-Back Guarantee does not cover:
- Products damaged through misuse, negligence or improper storage
- Products that have been fully used or emptied
- Orders returned without contacting us first
- Items marked as final sale, if clearly stated on the product page
- Products purchased from unauthorized sellers
If a specific product has different return conditions, this will be clearly mentioned on the product page.
3. European Union Right of Withdrawal
If you are located in the European Union, you may have the legal right to withdraw from your purchase within 14 days of receiving your order, without giving a reason.
To exercise this right, you must contact us at support@capilox.com within 14 days of receiving the order.
Returned products must be sent back within 14 days after notifying us of your withdrawal.
Unless the item is defective, damaged, or incorrect due to our error, return shipping costs are the responsibility of the customer.
This statutory right does not limit or replace our 45-Day Money-Back Guarantee. It applies in addition to any rights you may have under applicable consumer protection laws.
4. Return Conditions
To be eligible for a return, your item must be returned in reasonable condition.
For hygiene and safety reasons, we reserve the right to refuse returns that are:
- Excessively used
- Empty or nearly empty
- Damaged by the customer
- Returned without original packaging where reasonably required
- Sent back without prior authorization from our support team
Please do not send any product back without contacting us first. Unauthorized returns may not be accepted or refunded.
5. Return Address
Before returning any product, the customer must contact us by email at support@capilox.com.
Our support team will review the request and provide the correct return instructions and return address if the return is approved.
Products sent back without prior approval or to an address not provided by our support team may not be accepted or refunded.
6. Return Shipping Costs
Return shipping costs are the responsibility of the customer, except when:
- The item arrived damaged
- The wrong item was delivered
- The order was incomplete due to our error
- The product is confirmed to be defective
We recommend using a tracked shipping service. Capilox is not responsible for returned packages that are lost, delayed, or delivered to the wrong address by the carrier.
7. Damaged, Defective or Incorrect Items
If your item arrives damaged, defective, or incorrect, please contact us within 48 hours of delivery at support@capilox.com.
Please include:
- Your order number
- Photos of the item
- Photos of the packaging
- A short description of the issue
If the issue is confirmed, we will offer the most appropriate solution, which may include a replacement, refund, or store credit.
8. Refund Processing Time
Once your return or refund request has been reviewed and approved, your refund will be processed to your original payment method.
Refunds usually appear within 3 to 12 business days, depending on your bank, payment provider, or card issuer.
Capilox cannot control banking delays after the refund has been issued.
9. Order Cancellations
If you need to cancel an order, please contact us as soon as possible at support@capilox.com.
We can only cancel an order before it has been processed or shipped. Once an order has been prepared, dispatched, or handed to the carrier, it can no longer be cancelled and must follow our standard return process.
10. Refused, Unclaimed or Incorrect Address Orders
If an order is refused, unclaimed, or cannot be delivered because the customer provided an incorrect or incomplete address, any additional shipping costs, return fees, or reshipment fees may be the responsibility of the customer.
Shipping fees are non-refundable unless the issue was caused by Capilox.
11. Chargebacks and Payment Disputes
If you experience an issue with your order, please contact us first at support@capilox.com.
Our support team is available Monday to Saturday from 10:00 a.m. to 8:00 p.m. CET and will always try to resolve the issue quickly and fairly.
Opening a payment dispute or chargeback without contacting us first may delay the resolution process, as the case will then be handled through the payment provider.
12. Contact Us
For any return, refund, replacement, or guarantee request, contact us at:
support@capilox.com