Policies
Refund Policy
Last updated October 5, 2026
Effective date: October 5, 2026
At CAUNELLE, we want you to love every purchase. If something isn't right, we're here to help.
1. Returns Window
You may request a return within 30 days of the date your order was delivered.
2. Eligibility
To be eligible for a refund, items must be:
Unused, unopened and sealed in their original packaging
In the same condition you received them
Accompanied by your order number or proof of purchase
For hygiene and safety reasons, opened or used beauty and skincare products cannot be returned, unless they arrived damaged or defective.
3. Non-Returnable Items
The following items are final sale:
Gift cards
Items marked "Final Sale"
Opened or used products
Free gifts and samples
4. How to Request a Return
Email info@caunelleshop.com with your order number and the item(s) you wish to return.
Our Client Care team will reply within 1–2 business days with your return instructions and address.
Pack the item(s) securely and ship them back to us.
Please do not send items back without contacting us first, as unauthorized returns cannot be processed.
5. Refunds
Once your return is received and inspected, we will email you to confirm whether your refund is approved.
Approved refunds are issued to your original payment method. Depending on your bank or card provider, the funds usually appear within 5–10 business days.
Original shipping charges are non-refundable. Return shipping costs are the customer's responsibility, unless the item arrived damaged, defective or incorrect.
6. Damaged, Defective or Incorrect Items
If your order arrives damaged, defective or incorrect, please contact us within 7 days of delivery at info@caunelleshop.com with your order number and a photo of the item and packaging. We will send you a replacement or issue a full refund, including shipping costs, at no cost to you.
7. Exchanges
We currently do not offer direct exchanges. To receive a different item, please return your eligible purchase for a refund and place a new order.
8. Late or Missing Refunds
If you haven't received your refund after 10 business days, please check with your bank or card provider first. If you still need help, contact us at info@caunelleshop.com.
9. Contact Us
CAUNELLE Client Care
Email: info@caunelleshop.com
Contact us online