Refund and Returns Policy

This Refund and Returns Policy applies to orders placed through caseilo.com. We sell physical goods, including home storage, laundry organization, drying, closet organization, kitchen rack, and related household organization products. Please read this policy carefully before submitting a return or refund request. By placing an order, you agree that all returns, refunds, damaged-item claims, and payment disputes will be reviewed according to the terms below.

1. Return Period

You may request a return within 30 days after the order is delivered, based on the tracking delivery date. Return requests submitted after 30 days may not be accepted unless required by applicable law. To help us review your request quickly, please contact us before sending any item back and provide your order number, the item you want to return, the reason for return, and any supporting photos if applicable.

2. Return Process

All returns must be approved before the item is shipped back. To start a return, please contact us at [email protected] with your order number and return reason. After reviewing your request, we will confirm whether the item is eligible for return and provide return instructions. Items sent back without prior authorization may be refused, delayed, or not processed. Customers should not send returns to the address on the original shipping label unless we specifically confirm that address for the return.

3. Return Conditions for Home Organization Products

Returned items must be unused, clean, undamaged, unaltered, and in resalable condition. All original packaging, labels, accessories, parts, manuals, hardware, or included components must be intact and returned together. For home storage and organization products, returns may be refused if the item shows signs of use, assembly damage, stains, odors, scratches, dents, missing parts, missing packaging, or damage caused by improper handling, installation, or return packaging. Items should be inspected carefully after delivery and must not be used for actual household storage, laundry, drying, or installation before return.

4. Non-Returnable Items

Certain items may not be eligible for return, including final sale items, clearance items, personalized or customized products, assembled or installed items, used storage products, items with signs of wear, scratches, stains, odors, missing parts, missing accessories, damaged packaging, or damage caused by customer handling, improper use, improper assembly, or insufficient return packaging. Items marked as non-returnable on the product page are also not eligible for return. If a product page states a different return condition for a specific item, the product-page condition will apply to that item.

5. Return Shipping Fees

Return shipping costs depend on the reason for the return. If the return is due to customer preference, wrong size selection, change of mind, incorrect color choice, or an address/order mistake made by the customer, the customer is responsible for return shipping costs. Original shipping fees are generally non-refundable unless required by law. If the return is due to our error, a verified defective item, a wrong item sent, or confirmed transit damage, we may provide a prepaid return label, reimburse reasonable return shipping costs, or offer another suitable solution after review.

6. Damaged, Defective, Wrong, or Missing Items

Please inspect your order immediately after delivery. If your item arrives damaged, defective, incorrect, or missing, please contact us within 48 hours after delivery. Please include your order number, tracking number, clear photos of the item, packaging, shipping label, and a brief description of the issue. These records help us verify the claim with the carrier, warehouse, and payment processor if needed. If the issue is confirmed, we may offer a replacement, refund, partial refund, or another reasonable solution based on the situation.

7. Refund Review and Refund Timing

After we receive and inspect the returned item, we will notify you whether the refund is approved or refused. Approved refunds will be issued to the original payment method used at checkout. We typically process approved refunds within 7 business days after inspection and approval. The time required for the refund to appear in your account may vary depending on your bank, card issuer, Stripe, PayPal, or other payment provider. Refunds cannot usually be issued to a different payment method.

8. Payment Disputes, Chargebacks, and Contact Information

Payments may be processed by third-party payment service providers such as Stripe and PayPal. To help prevent unnecessary payment disputes or chargebacks, please contact us first if you have any issue with your order, delivery, return, or refund. We keep order records, payment status, delivery tracking, return authorization, customer communication, product photos, inspection results, and refund records to support fair dispute resolution. If a chargeback or payment dispute is opened before contacting us, the review may be handled through the payment provider’s dispute process, and we may submit the relevant order and delivery evidence for review.

If you need help with a return, refund, damaged package, or order issue, please contact us:

Email: [email protected]

Phone: +49 211 58642151

Address: Höherweg 270, 40231 Düsseldorf