Return & Refund Policy
Return & Refund Policy
Effective Date: May 18, 2023
At Caslura, we want you to feel confident when shopping with us. If you are not fully satisfied with your order, please review our return and refund policy below.
Before returning any item, please contact us first at:
Returns must be approved before being sent back. Items returned without prior approval may not be accepted.
Order Cancellations
We accept order cancellation requests within 24 hours of purchase, as long as the order has not already been processed, prepared, or shipped.
If your cancellation request is approved, a full refund will be issued to your original payment method.
Once an order has been processed or shipped, it can no longer be cancelled.
To request a cancellation, please contact us at support@caslura.com and include your order number or confirmation email.
30-Day Return Policy
You may request a return within 30 days of receiving your order.
To be eligible for a return, the item must be:
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Unused and in its original condition
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In the original packaging
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Free from scratches, dents, stains, cracks, or signs of use
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Returned with all included accessories, if applicable
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Suitable for resale
Used, damaged, incomplete, or improperly packaged items may be refused.
How to Request a Return
To start a return, please contact us at:
Please include the following information in your email:
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Your order number
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The email address used for the order
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The reason for your return request
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Clear photos of the product from different angles
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Photos of the original packaging
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Photos of any included accessories, if applicable
Our customer support team will review your request and provide return instructions if your return is approved.
Please do not send your return to any address before receiving return instructions from us.
Return Shipping
Customers are responsible for return shipping costs unless the return is due to a defective, damaged, or incorrect item caused by our error.
All return shipping costs must be prepaid. Cash-on-delivery returns will be refused.
We recommend using a trackable shipping service. Caslura is not responsible for return packages that are lost, delayed, or damaged during return shipping.
After shipping your return, please send the tracking number and return package photos to:
Refunds
Once your return is received and inspected, we will notify you whether your refund has been approved.
If approved, your refund will be issued to your original payment method.
Please allow up to 10 business days for us to process your refund after receiving and inspecting the returned item. Depending on your bank or payment provider, it may take an additional 5–10 business days for the refund to appear on your statement.
Original shipping fees are non-refundable unless the return is due to our error.
Damaged, Defective, or Incorrect Items
If you receive a damaged, defective, or incorrect item, please contact us within 7 days of delivery at:
Please include:
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Your order number
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A clear description of the issue
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Photos of the product
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Photos of the packaging
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Photos showing the defect, damage, or incorrect item
After reviewing your case, we may offer a replacement, refund, or other appropriate solution.
Quality Issues
Caslura takes responsibility for confirmed quality defects.
If your item has a quality issue that is not caused by misuse, accidental damage, improper handling, unauthorized repair, or normal wear and tear, please contact us at support@caslura.com with your order number and clear photos of the issue.
After confirmation, we may provide a replacement, refund, or other suitable solution.
Non-Returnable or Refused Returns
Returns may be refused in the following cases:
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The item has been used
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The item is scratched, damaged, stained, cracked, or altered
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The item is missing original packaging or accessories
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The return was sent without prior approval
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The return tracking information was not provided
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The item was damaged due to misuse, accident, improper handling, or unauthorized modification
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The return request was made after the return window
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No valid proof of purchase is provided
Late or Missing Refunds
If you have not received your refund yet, please first check your bank account again.
Then contact your credit card company or payment provider, as it may take some time before your refund is officially posted.
If you have completed these steps and still have not received your refund, please contact us at:
Contact Us
For return, refund, cancellation, or order-related questions, please contact us:
Caslura
Website: caslura.com
Email: support@caslura.com