Last Updated: September 9, 2026

This Returns & Refunds Policy explains the conditions under which products purchased from Caspinelle may be returned and refunded.

Caspinelle is operated by TAIMU LIMITED.

Nothing in this policy is intended to exclude or limit any statutory consumer rights that cannot lawfully be excluded.

  1. RETURN PERIOD

Eligible products may generally be returned within 30 days of delivery.

A return request should be submitted before the end of the applicable return period.

  1. RETURN ELIGIBILITY

To be eligible for a return, products must generally:

  • Be unworn
  • Be unwashed
  • Be unused
  • Be in resalable condition
  • Be free from stains, odours, cosmetics or other signs of use
  • Include original tags where applicable
  • Include original accessories where applicable
  • Be returned in suitable protective packaging

We reserve the right to reasonably inspect returned products before approving a refund.

  1. HOW TO REQUEST A RETURN

Before sending any item back, please contact:

Support@caspinelle.com

Please provide:

  • Your full name
  • Order number
  • Product you wish to return
  • Reason for the return
  • Photographs where the product is damaged, defective or incorrect

After the request has been reviewed, our customer support team will provide the applicable return instructions.

  1. RETURN AUTHORIZATION

Products should not be returned without first contacting customer support.

Unapproved returns, or returns sent to an incorrect location, may be delayed, rejected or returned to the sender where permitted by law.

  1. RETURN ADDRESS

Our registered business address is not necessarily our designated return-processing address.

Do not send returns to:

Room 2502C, 25/F,
148 Electric Road,
North Point,
Hong Kong

unless our customer support team specifically instructs you to do so.

The correct return instructions and address will be provided after the return request has been reviewed.

  1. NON-RETURNABLE PRODUCTS

Subject to applicable consumer law, the following products may not be eligible for return:

  • Products marked as final sale or non-returnable before purchase
  • Gift cards
  • Products that have been worn, washed or altered
  • Products damaged through misuse or improper care after delivery
  • Products returned without required components or accessories
  • Products with hygiene seals or protective packaging removed where return would create a legitimate hygiene concern

Where a product is defective, incorrect or otherwise subject to statutory consumer protections, applicable legal rights will continue to apply.

  1. DAMAGED OR DEFECTIVE ITEMS

If a product arrives damaged or appears to contain a manufacturing defect, please contact:

Support@caspinelle.com

as soon as reasonably possible.

Please provide clear photographs showing:

  • The complete product
  • The affected area
  • Packaging where relevant
  • Product label where relevant

We will review the information provided and determine the appropriate resolution.

Depending on the circumstances, the resolution may include:

  • Replacement
  • Refund
  • Partial refund
  • Other appropriate remedy
  1. INCORRECT ITEMS

If you receive a product that differs from the product ordered, please contact us promptly.

Please do not use or remove the tags from the incorrect product while the matter is being reviewed.

Where the error is confirmed, we will provide appropriate return or replacement instructions.

  1. SIZE OR FIT ISSUES

Customers are encouraged to review available product measurements, sizing information and fit guidance before placing an order.

If an eligible product does not fit as expected, it may normally be returned within the applicable return period, provided all return conditions are satisfied.

  1. RETURN SHIPPING COSTS

Unless otherwise required by applicable law:

  • Customers may be responsible for return shipping costs for returns based on preference, sizing or change of mind.
  • Where a product is confirmed to have been supplied incorrectly, damaged or defective, we will provide an appropriate remedy and may cover reasonable return costs where applicable.

Shipping costs paid on the original order are generally non-refundable unless required by applicable law or the refund relates to our failure to properly fulfil the order.

  1. RETURN SHIPPING RESPONSIBILITY

Customers should retain proof of return shipment until the return has been completed.

Where reasonably appropriate, we recommend using a traceable shipping service.

Caspinelle cannot assume responsibility for returned parcels that cannot be reasonably verified as having reached the designated return location.

  1. RETURN INSPECTION

After a returned item is received, it may be inspected to confirm that it complies with the return conditions.

Inspection may include checking:

  • Product condition
  • Tags
  • Evidence of wear
  • Damage
  • Missing components
  • Order details
  1. REFUND PROCESSING

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

We aim to process approved refunds within approximately 3–7 business days after the return has been received and reviewed.

The time required for the refund to appear in the customer’s account may vary depending on the bank, card issuer or payment service provider.

  1. ORIGINAL PAYMENT METHOD

For security and fraud-prevention reasons, refunds are normally issued only to the original payment method used for the transaction.

We generally cannot issue refunds to a different card, bank account or unrelated payment account.

  1. PARTIAL REFUNDS

Where permitted by law, a partial refund may be considered if a returned product:

  • Shows signs of use
  • Is missing non-essential packaging
  • Is returned in a condition that materially reduces its resale value

Any deduction will be reasonable and based on the condition of the returned product.

This provision does not limit statutory rights relating to defective or non-conforming products.

  1. EXCHANGES

Direct exchanges may not always be available.

Where a direct exchange cannot be processed, customers may be asked to:

  1. Return the eligible original product; and
  2. Place a new order for the preferred size, colour or product.
  3. ORDER CANCELLATIONS

If you wish to cancel an order, contact:

Support@caspinelle.com

as soon as possible.

We will attempt to accommodate cancellation requests where reasonably possible.

However, once an order has entered fulfilment or been dispatched, cancellation may no longer be possible.

In that situation, the customer may need to receive the order and submit a return request in accordance with this policy.

  1. REFUSED DELIVERIES

Customers should not refuse delivery as a substitute for following the approved return process unless instructed to do so.

Additional carrier or return charges arising from an unauthorized refusal may be deducted from any refund where lawful and reasonable.

  1. CHARGEBACKS AND PAYMENT DISPUTES

If you believe there is a problem with an order, we encourage you to contact:

Support@caspinelle.com

before initiating a payment dispute.

This allows us the opportunity to investigate and resolve legitimate order issues directly.

This provision does not affect any rights customers may have under their payment provider’s rules or applicable law.

  1. CONTACT

Caspinelle
Operated by TAIMU LIMITED

Customer Support:
Support@caspinelle.com

Website:
https://caspinelle.com/

Registered Address:
Room 2502C, 25/F,
148 Electric Road,
North Point,
Hong Kong