Returns & Exchanges Policy

Last Updated: July 2026

Returns & Exchanges Policy

At Kaprell, customer satisfaction is one of our highest priorities. If you are not completely satisfied with your purchase, we're here to help.

This policy explains the conditions under which products may be returned or exchanged. It is designed to be transparent, fair, and consistent with applicable consumer protection laws.

Nothing in this policy limits your statutory rights under the laws applicable in your country of residence.

Return Eligibility

You may request a return within 30 calendar days from the date your order is delivered.

To be eligible for a return, the item must:

• Be unused and in its original condition.
• Include all original packaging, accessories, manuals, and components.
• Show no signs of misuse, damage, or excessive wear.
• Be accompanied by proof of purchase or order confirmation.

Products returned without prior authorization may not be accepted.

Your Right to Cancel (EU & UK Customers)

If you are purchasing from the European Union or the United Kingdom, you may have a legal right to withdraw from your purchase within 14 days of receiving your order, without providing a reason, subject to applicable consumer protection laws.

To exercise this right, please contact our Customer Support team before returning the item.

Returned products must still meet the eligibility requirements outlined in this policy.

Non-Returnable Items

For hygiene, safety, and regulatory reasons, certain products cannot be returned unless they arrive damaged or defective.

These may include:

• Personal care products that have been opened or used.
• Cosmetics and skincare products with broken safety seals.
• Health-related products intended for personal use.
• Customized or personalized products.
• Gift cards.
• Downloadable digital products.
• Items marked as final sale or non-returnable.

Additional product-specific restrictions may apply where required by law.

Exchanges

If you received an item that is defective, damaged, or incorrect, we will gladly assist you with an exchange, subject to product availability.

If the requested replacement is unavailable, we may offer:

• A comparable replacement product.
• Store credit.
• A full refund, where appropriate.

How to Request a Return

To initiate a return, please contact our Customer Support team and provide:

• Your order number.
• The email address used for the purchase.
• The reason for the return.
• Photos of the item if it is damaged, defective, or incorrect.

Our team will review your request and provide return instructions.

Please do not return products without receiving return authorization, as this may delay or prevent processing.

Return Shipping

If the return is due to:

• A defective product.
• A damaged item.
• An incorrect item shipped by Kaprell.

We will provide an appropriate solution, which may include covering the return shipping costs where required or applicable.

If the return is requested for personal reasons, such as:

• Change of mind.
• Incorrect size selected.
• Preference for another product.

The customer may be responsible for the return shipping costs unless otherwise required by applicable consumer law.

Packaging Requirements

Returned products should be packaged securely to prevent damage during transit.

Whenever possible, we recommend using the original shipping packaging.

Kaprell cannot be held responsible for items damaged during return shipping due to inadequate packaging.

Inspection Process

Once your returned item is received, it will be inspected by our team.

During inspection, we verify:

• Product condition.
• Packaging.
• Included accessories.
• Signs of use.
• Compliance with this policy.

Inspection is generally completed within 5 business days after the item is received.

Return Approval

If your return is approved, we will proceed according to your request and eligibility.

Depending on the circumstances, this may include:

• A replacement product.
• A refund.
• Store credit.

If the return does not meet the conditions outlined in this policy, we will notify you and explain the reason for the decision.

Damaged or Defective Products

If your order arrives damaged or contains a manufacturing defect, please notify us within 48 hours of delivery.

To help us process your request quickly, please include:

• Photos of the product.
• Photos of the packaging.
• A description of the issue.

Our Customer Support team will work with you to provide an appropriate resolution.

Incorrect Items

If you receive an item different from what you ordered, please contact us within 7 days of delivery.

Once verified, we will arrange the appropriate solution as quickly as possible.

Refused Deliveries

If an order is refused at delivery without prior authorization from Kaprell, any applicable return shipping fees, customs charges, or carrier fees may be deducted from the refund where permitted by law.

Lost Return Shipments

When returning an item, we recommend using a shipping service that provides tracking.

Kaprell cannot guarantee reimbursement for return shipments lost in transit without verifiable tracking information.

Abuse of Returns

To protect all customers, Kaprell reserves the right to refuse returns or exchanges in cases involving:

• Repeated abuse of return policies.
• Fraudulent claims.
• Returned products that do not match the original order.
• Evidence of intentional misuse.

Such decisions will always comply with applicable consumer protection laws.

Contact Us

If you have any questions regarding returns or exchanges, our Customer Support team is here to assist you.

Email: support@kaprell.com

Business Hours: Monday – Friday

Response Time: Within 1–2 business days

At Kaprell, we believe that shopping with confidence means knowing that if something isn't right, we'll work with you to find a fair and transparent solution. Our goal is to make every step of the return or exchange process as simple and stress-free as possible while ensuring fairness for both our customers and our business.