Returns & Refunds
Information about cancellations, returns and refund enquiries.
Effective date: October 31, 2026
This Returns & Refunds Policy explains how CaaMoo Store reviews return, cancellation and product-issue requests. The final terms for a particular purchase will be provided in the written quotation, invoice or order confirmation and will comply with mandatory consumer-protection law.
1. Contact us before sending anything back
Please contact us before returning a product. Include your order number, the product name, a description of the issue and clear photographs where relevant. Do not send items to an address until our team has provided return instructions.
2. Standard products
For standard, non-custom products, the written order confirmation will state the applicable return window, condition requirements, whether the product must be unused and in its original packaging, and who is responsible for return shipping. These conditions will not reduce any statutory rights that apply to your purchase. If the written terms do not clearly explain a return right, ask us to confirm it before ordering.
3. Custom or made-to-measure products
Custom-made, made-to-measure or specially configured products may not be eligible for a change-of-mind return once production has begun, except where a return, cancellation or remedy is required by applicable law or agreed in writing. This does not affect rights relating to defective, damaged, misdescribed or incorrectly supplied goods. Customers should carefully check all written measurements, colour, fabric, quantity and specification details before approving production.
4. Incorrect, damaged or defective items
If an item arrives damaged, defective or different from the confirmed specification, contact us promptly with the order number and supporting photographs. We will review the evidence and respond with the appropriate next steps, which may include repair, replacement, refund or another remedy as required by the order terms and applicable law.
5. Refund processing
Where a refund is approved, the amount, method and timing will be confirmed in writing. Refunds will generally be made using the original payment method where practicable, unless another method is agreed or required. Any lawful deductions, return-shipping costs or restocking charges must be disclosed in the applicable written terms before the transaction is completed.
6. Cancellations and order changes
Submit cancellation or change requests in writing as soon as possible. A request is not effective until we confirm it. Once custom production, preparation or dispatch has started, changes or cancellation may be limited and may involve costs that were disclosed in the written order terms, subject always to mandatory legal rights.
7. Contact and legal rights
Use the Contact Us page and include your order number. Nothing in this Policy excludes or restricts rights or remedies that cannot legally be excluded under the consumer-protection laws applying to your purchase.