Terms of Service

These Terms of Service apply to your access to and use of caseilo.com, including browsing our website, placing an order, making a payment, requesting customer support, submitting a return request, or using any service provided through our online store. By using this website, you agree to be bound by these Terms of Service and all related policies referenced below.

1. Website Use

You may use this website only for lawful personal shopping purposes. You agree not to use the website for fraud, abuse, unauthorized access, unlawful transactions, false information submission, interference with website security, or any activity that may damage our business, customers, payment systems, logistics partners, or website operation.

2. Eligibility

By placing an order through caseilo.com, you confirm that you are legally able to enter into a binding purchase agreement. If you are using this website on behalf of another person or organization, you confirm that you have authority to act on their behalf and provide accurate information.

3. Product Information

We make reasonable efforts to display product names, descriptions, images, colors, sizes, prices, and availability accurately. However, slight differences may occur due to screen display settings, photography, product batches, manual measurement, or supplier updates. Product information may be corrected, updated, or changed at any time without prior notice.

4. Orders and Acceptance

After you place an order, you may receive an order confirmation email. This confirmation does not mean the order has been finally accepted. We reserve the right to review, refuse, cancel, or limit any order if there is suspected fraud, payment risk, inventory shortage, pricing error, incorrect product information, shipping restriction, or other operational issue.

5. Pricing and Currency

All prices and transactions on our website are processed in Euros (EUR), unless otherwise shown at checkout. If your payment card, bank, or payment account uses another currency, your financial institution or payment provider may apply exchange rates, foreign transaction fees, or other charges. These charges are not controlled by us.

6. Payment Terms

Payment must be completed before an order is processed. Payments may be handled by third-party payment service providers, including Stripe and PayPal. We do not store customers’ full card numbers, CVV codes, PayPal login details, or complete payment credentials on our own servers. More details are available in our Payment Policy.

7. Payment Failure and Verification

If a payment fails, is declined, requires additional authentication, or is flagged for review, the order may be delayed or canceled. Payment failure may be caused by incorrect billing details, insufficient funds, card issuer restrictions, fraud checks, network errors, or authentication failure. We may request reasonable verification before processing suspicious or high-risk orders.

8. Shipping Services

We provide worldwide shipping services where available. Shipping coverage, shipping fees, free shipping thresholds, processing time, logistics carriers, tracking updates, customs duties, damaged packages, and delivery issues are governed by our Shipping Policy. Shipping time is an estimate only and may be affected by carrier delays, customs clearance, weather, remote-area delivery, holidays, or other circumstances beyond our control.

9. Order Processing and Tracking

Orders are normally processed within 1–4 business days after successful payment confirmation. Tracking information may take 48–72 hours to update after the package has been handed over to the carrier. Customers are responsible for monitoring tracking updates, providing accurate shipping information, and arranging pickup or redelivery when required by the carrier.

10. Customs Duties and Import Taxes

For domestic German orders, no customs duties or import taxes apply. For orders shipped outside Germany, customs duties, import taxes, VAT, brokerage fees, clearance fees, or other local charges may be required by the destination country or region. These charges are the customer’s responsibility unless otherwise stated at checkout.

11. Returns and Refunds

Return requests, return eligibility, return conditions for home organization products, return shipping responsibility, damaged or incorrect items, refund review, and refund timing are governed by our Refund and Returns Policy. Approved refunds are typically processed to the original payment method within 7 business days after inspection and approval.

12. Return Conditions for Home Organization Products

For home storage, laundry organization, drying, closet organization, kitchen rack, and related household 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. Items showing signs of use, assembly damage, stains, odors, scratches, dents, missing parts, missing packaging, or damage caused by improper handling, installation, or return packaging may be refused.

13. Damaged, Defective, or Incorrect Items

If your package or item arrives damaged, defective, incorrect, or missing items, you must contact us within 48 hours after delivery and provide your order number, tracking number, clear photos of the item, outer packaging, shipping label, and a brief description of the issue. We may review the evidence with the carrier, warehouse, or payment processor before offering a replacement, refund, partial refund, or other reasonable solution.

14. Privacy and Personal Information

Your use of our website and services may involve the collection and processing of personal information, including order information, shipping information, payment status, customer service messages, tracking records, and technical data. Our privacy practices, data security measures, GDPR-related rights, U.S. privacy rights, payment privacy, and data retention terms are explained in our Privacy Policy.

15. Data Security and Payment Protection

We use reasonable technical and organizational safeguards to help protect customer information, including SSL/TLS encrypted connections, secure checkout transmission, access control, fraud screening, payment processor tokenization, security monitoring, and limited internal access. However, no website, payment system, or internet transmission can be guaranteed to be completely secure.

16. Chargebacks and Payment Disputes

If you have a question about a charge, order, delivery, return, or refund, please contact us first so we can review the issue. If a payment dispute or chargeback is opened through Stripe, PayPal, a bank, or card network, we may provide relevant order evidence, including payment status, order details, shipping information, tracking records, delivery confirmation, customer communication, return records, refund records, and product issue evidence.

17. Intellectual Property

All website content, including text, images, product layouts, graphics, logos, page design, icons, product descriptions, and other materials, is owned by us or used with permission. You may not copy, reproduce, distribute, modify, scrape, resell, or use our website content for commercial purposes without prior written permission.

18. Limitation of Liability

To the maximum extent permitted by applicable law, we are not liable for indirect, incidental, special, punitive, or consequential damages arising from your use of the website, product purchase, delivery delay, customs issue, third-party carrier action, payment provider issue, website interruption, or unauthorized third-party activity. Our total liability, where legally permitted, is limited to the amount paid for the affected order.

19. Governing Law and Court Jurisdiction

These Terms of Service and any related order, payment, shipping, return, refund, privacy, or customer service matter shall be governed by applicable laws of Germany. Any dispute, claim, or legal proceeding shall be handled by the courts with jurisdiction over Höherweg 270, 40231 Düsseldorf, unless mandatory consumer protection laws require otherwise. You agree that disputes should be resolved through the court process, and the courts with jurisdiction over Höherweg 270, 40231 Düsseldorf shall have authority to hear such matters.

20. Changes to These Terms and Contact Information

We may update these Terms of Service from time to time to reflect changes in our website, products, payment services, shipping practices, refund rules, privacy practices, legal requirements, or business operations. The updated version will be posted on this page. If you have questions about these Terms of Service, please contact us using the information below:

Email: [email protected]

Phone: +49 211 58642151

Address: Höherweg 270, 40231 Düsseldorf