Politique de retour

At Caratilux, we strive to ensure your complete satisfaction with every purchase you make. However, we understand that there may be occasions when you need to return an item. To facilitate a smooth and hassle-free return process, please carefully review our return policy outlined below:

1. Eligibility:
   • Unopened merchandise can be returned within 14 days from the date of purchase.
   • The item(s) must be accompanied by all original packaging, including tags, labels, and any accessories or free gifts that were included with the purchase.
   • Please note that personalized or custom-made items are non-returnable unless they are defective or damaged upon arrival.
2. Return Procedure:
   • To initiate a return, please contact our customer support team within the designated return period.
   • Provide your order number, item(s) you wish to return, and the reason for the return. Our team will guide you through the return process and provide you with a return authorization, if applicable.
   • Ensure that the item(s) are securely packaged to prevent any damage during transit. We recommend using the original shipping box or a sturdy equivalent.
   • Include a copy of the original invoice or packing slip inside the package, along with the return authorization if provided.
   • Ship the package using a reliable shipping method with tracking and insurance. The shipping costs for returning the item(s) will be your responsibility, unless the return is due to our error or a defective/damaged item.
3. Inspection and Refunds:
   • Once we receive the returned item(s), our team will inspect them to ensure they meet the eligibility criteria mentioned above.
   • If the item(s) are deemed eligible for return, we will process your refund within 5 business days using the original payment method. Please note that it may take additional time for the refund to reflect in your account, depending on your bank or payment provider.
   • If the return does not meet the eligibility criteria, we will notify you and provide options for resolving the issue, such as returning the item(s) back to you at your expense.
4. Exchanges:
   • At this time, we do not offer direct exchanges for returned items. If you wish to exchange an item for a different size, color, or style, please follow the return procedure outlined above and place a new order for the desired item.
5. Damaged or Defective Items:
   • If you receive an item that is defective, damaged, or different from what you ordered, please contact our customer support team immediately. We will assist you in resolving the issue promptly, either by arranging a replacement or providing a refund, as per your preference.

Please note that our return policy may be subject to change without prior notice. It is advisable to review the policy at the time of purchase or contact our customer support for any clarifications.

If you have any further questions or require assistance, please feel free to reach out to our customer support team. We are here to ensure your satisfaction with every aspect of your shopping experience.

Thank you for choosing Caratilux. We appreciate your trust in our products and services.