Refund policy
Returns & Exchanges Policy
Last updated: July 2026
At CAHETHEL, we are committed to providing premium products while respecting all applicable consumer protection laws.
Please read this policy carefully before placing your order.
Right of Withdrawal (European Union)
If you are a consumer residing in the European Union, you may have the legal right to withdraw from your purchase within 14 days of receiving your order, without giving any reason, in accordance with applicable consumer protection legislation.
To exercise your right of withdrawal, you must notify CAHETHEL before the withdrawal period expires by contacting:
Your request should include:
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Full Name
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Email Address
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Order Number
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Date of Purchase
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Country of Residence
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Statement that you wish to withdraw from the purchase
Once your request has been received, we will acknowledge receipt and provide further instructions where applicable.
Nothing in this policy limits or excludes any mandatory consumer rights provided under applicable law.
Exceptions to the Right of Withdrawal
Under applicable consumer protection legislation, the statutory right of withdrawal may not apply to certain products, including where legally permitted:
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Products manufactured according to the customer's individual specifications.
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Clearly personalized or customized products.
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Goods that cannot be returned for health protection or hygiene reasons once unsealed, where applicable.
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Any other category of products excluded under applicable law.
Where a product does not qualify for one of the statutory exceptions, the customer's legal withdrawal rights remain unaffected.
Order Cancellations
Orders may be cancelled before production begins.
Once production, customization, fulfillment or shipment has started, cancellation requests may no longer be possible.
Because many CAHETHEL products are produced after an order is placed, customers are encouraged to review all order details carefully before completing their purchase.
Returns
Where a return is permitted by applicable law or approved by CAHETHEL, customers must follow the return instructions provided by our support team.
Returns sent without prior authorization may not be accepted.
Unless otherwise required by law or where the product is faulty or incorrectly supplied, customers are responsible for the direct cost of returning the goods.
Exchanges
We replace products only when they:
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Arrive damaged;
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Arrive defective;
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Are incorrect due to an error by CAHETHEL or our fulfillment partners.
Exchange requests should be submitted as soon as reasonably possible after delivery.
To help us assess your request, please include:
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Order Number
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Description of the issue
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Clear photographs of the product
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Photographs of the packaging, where relevant
Damaged, Defective or Incorrect Products
If your order arrives damaged, defective or incorrect, please contact us immediately at:
Each request is reviewed individually.
Where appropriate, CAHETHEL may offer:
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A replacement product;
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A repair, where appropriate;
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A refund;
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Another suitable resolution permitted by applicable law.
Refunds
Where a withdrawal or return is approved, refunds will be processed using the original payment method whenever possible.
Where required by applicable law, CAHETHEL will reimburse eligible payments within the applicable legal timeframe.
Where permitted by law, reimbursement may be withheld until the returned goods have been received or until the customer provides satisfactory evidence that they have been returned.
Processing times may vary depending on your payment provider or financial institution.
For additional information, please refer to our Refund Policy.
Responsible Production
CAHETHEL operates a responsible production model designed to reduce unnecessary waste and overproduction.
Many of our products are produced after an order is placed rather than maintained as mass-produced inventory.
This production model does not affect any mandatory consumer rights provided under applicable law.
Applicable Law
Nothing contained in this policy limits, excludes or replaces any mandatory consumer rights granted under the laws applicable in the customer's country of residence.
Where local consumer protection legislation provides greater rights than those described in this policy, those statutory rights shall prevail.
Contact
For returns, exchanges, withdrawal requests or questions relating to this policy, please contact: