Last updated: September 22, 2026
We want eligible returns and refund requests to be handled clearly and consistently. The following rules explain the standard process for purchases made through Caspinelle.
1. SCOPE
This Returns & Refunds Policy applies to eligible purchases made through Caspinelle at https://caspinelle.com/.
2. RETURN WINDOW
Unless a longer mandatory right applies, you may request a return within 14 calendar days after the date the order is delivered.
3. RETURN ELIGIBILITY
Returned items should be unworn, unwashed, unused, unaltered and in a resalable condition, with original tags and packaging where reasonably applicable.
4. NON-RETURNABLE ITEMS
Items may be non-returnable where required for hygiene or health protection once sealed packaging has been opened, where an item has been personalized or altered at your request, or where applicable law permits an exclusion.
5. HOW TO REQUEST A RETURN
Email support@caspinelle.com with your order number, the item you wish to return and the reason for the request. Please wait for return instructions before sending the parcel.
6. RETURN AUTHORIZATION
We may provide a return reference, return address or other instructions. Items sent to an incorrect address or without following the provided instructions may experience processing delays.
7. RETURN SHIPPING
For change-of-mind returns, return shipping costs are generally the customer’s responsibility unless applicable law requires otherwise. If an item is confirmed defective, damaged on arrival or incorrect, we will provide an appropriate remedy and cover reasonable return costs where required.
8. INCORRECT ITEMS
If you receive a different item from what you ordered, contact us promptly with your order number and photographs of the item and outer packaging. We will arrange an appropriate replacement, return or refund.
9. DAMAGED OR DEFECTIVE ITEMS
Please report visible damage or defects as soon as reasonably possible after delivery. Include clear photographs and a description of the issue so that we can assess the claim efficiently.
10. INSPECTION OF RETURNS
Returned goods may be inspected to confirm condition and eligibility. A return may be refused, or a reasonable deduction may be made where permitted by law, if an item shows wear, washing, alteration, post-delivery damage or use beyond reasonable inspection.
11. REFUND PROCESSING
Once an approved return is received and inspected, we will initiate the refund to the original payment method. Refund initiation typically takes 5–10 business days after approval.
12. BANK AND PAYMENT PROCESSING TIMES
After we initiate a refund, your bank, card issuer or payment provider may require additional time to post the funds to your account.
13. ORIGINAL SHIPPING COSTS
Original shipping charges are refundable only where required by applicable law or where the return results from our error, a defective item or an incorrect item. Expedited shipping upgrades may be excluded where legally permitted.
14. PARTIAL REFUNDS
Where permitted by law, partial refunds may apply if an item is returned incomplete, damaged after delivery, used beyond reasonable inspection or missing included components.
15. EXCHANGES
We do not guarantee direct exchanges because stock can change quickly. Where an exchange is unavailable, you may return an eligible item and place a new order for the preferred size or style.
16. ORDER CANCELLATIONS
Contact us as soon as possible if you wish to cancel an order. We will try to assist, but cancellation cannot be guaranteed once processing or fulfillment has begun.
17. REFUSED OR UNCLAIMED DELIVERIES
If an order is refused, unclaimed or returned because of an incorrect address, we may deduct reasonable carrier return charges or non-refundable customs costs from any refund where permitted by law.
18. CHARGEBACKS AND PAYMENT DISPUTES
If there is a problem with an order, please contact us so we can investigate. Nothing in this section limits your lawful right to contact your bank or payment provider.
19. STATUTORY CONSUMER RIGHTS
This Policy does not limit rights that cannot be excluded under applicable consumer protection laws. Where local law provides stronger mandatory cancellation, repair, replacement or refund rights, those rights apply.
20. CONTACT
For return, refund or cancellation questions, contact support@caspinelle.com. Please include your order number so we can locate the purchase quickly.
Operator: TAIMU LIMITED
Registered address: Room 2502C, 25/F, 148 Electric Road, North Point, Hong Kong
Website: https://caspinelle.com/
Email: support@caspinelle.com