Refund policy

At Capilox, we want every customer to feel confident when ordering from us. That is why all Capilox products are covered by our 45-Day Money-Back Guarantee.

This policy explains how returns, refunds, exchanges, defective items, incorrect orders, and our 45-Day Money-Back 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

All Capilox products are covered by our 45-Day Money-Back Guarantee.

This means you may request a return or refund within 45 days of receiving your order if you are not satisfied with your purchase.

To request a refund under our 45-Day Money-Back Guarantee, please contact 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 stated on the product page.

3. European Union Right of Withdrawal

For customers located in the European Union, the legal 14-day right of withdrawal applies independently of our commercial 45-Day Money-Back Guarantee.

If you are located in the European Union, you may withdraw from your purchase within 14 days of receiving your order, without giving any reason, in accordance with applicable consumer protection laws.

To exercise this right, you must contact us at support@capilox.com within 14 days of receiving your 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 remain the responsibility of the customer.

This statutory 14-day withdrawal right is separate from and does not limit or replace our 45-Day Money-Back Guarantee.

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, you must contact us at support@capilox.com.

Our support team will review your request and provide the correct return instructions and return address if your return is approved.

Products returned without prior approval or sent 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, including 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.

Orders can only be cancelled before they have 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 procedure.

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 before contacting us may delay the resolution process, as the case will then be handled through the payment provider.