Refund & return policy

Eligible items may be returned within 14 days after delivery. Start the request within that window and keep the item, packaging, accessories, manuals, gifts, and labels together while we review it.

Unless the item arrived damaged, defective, or incorrect, it must be unused, unwashed, unaltered, and suitable for resale. Products with serial numbers or security seals must match our order records and remain intact.

• Include proof of purchase or the relevant Caegy order number.
• Package the item securely to prevent damage during return transport.
• Do not send an item before receiving return instructions from our support team.

Some items cannot be returned after opening or use for health, hygiene, safety, licensing, or customization reasons, unless they are defective or were supplied incorrectly.

• Personalized, made-to-order, or final-sale items identified before purchase.
• Opened personal-care, cosmetic, intimate, food, perishable, or hygiene-sensitive products.
• Digital products, activated software, gift cards, and items missing serial labels or security seals.

Contact us as soon as possible if an item arrives damaged, appears defective, or differs from what you ordered. Include your order number and clear photos of the item, packaging, shipping label, and damage where relevant.

After review, we will provide the appropriate return, replacement, repair, or refund option. Caegy covers approved return shipping when the item was damaged, defective, or supplied incorrectly.

Submit the contact form and select a subject that clearly identifies your return request. Our team will review the order and send the next steps to your email address.

• Enter the email and order number used for the purchase.
• Describe the item and reason for the request, with photos when helpful.
• Wait for authorization and return instructions before shipping anything.
• Keep your return tracking details until the request is completed.

Once the returned item is received and inspected, we will email you with the outcome. Approved refunds are issued to the original payment method unless another method is required or agreed.

Bank and payment-provider processing times vary and are outside Caegy's control. Original delivery, international shipping, customs, or return costs may be non-refundable when the return is not caused by a damaged, defective, or incorrect item; any applicable deduction will be explained before completion.

Contact us promptly if you need to cancel an order. We will try to stop processing, but imported or dispatched orders may no longer be cancellable. If eligible, you can request a return after delivery.

Exchanges depend on product availability. We may process an approved exchange as a return and a new order. Use the contact page for help with any return, refund, cancellation, or exchange.