Refund policy

Return & Refund Policy

Effective Date: April 29, 2026

All sales on Shaperack are final except where this policy expressly allows a refund, replacement, partial refund, or store credit.

Because our products are fulfilled through third-party international suppliers, we do not accept returns or exchanges for buyer’s remorse, change of mind, dislike of the item, ordering the wrong size/color/product, entering the wrong shipping address, refusing delivery, failing to pick up a package, customs/tax refusal, minor packaging damage, or minor cosmetic differences that do not affect normal product use.

To request help with an order, contact us at support@cacele.com within 7 calendar days of delivery. Claims submitted late, without clear evidence, or outside this policy may be denied.

Eligible issues may include:

• A product that arrives badly damaged or unusable.
• A materially incorrect item sent by mistake.
• Missing essential parts that affect product function.
• A package that qualifies as lost after carrier/supplier investigation.
• An order that cannot be processed or shipped.

For damaged, incorrect, or missing-product claims, you must provide your order number, clear photos or video of the item, packaging, shipping label, and the issue. We may deny claims if the evidence is incomplete, unclear, or does not show a qualifying problem.

If tracking shows an order was delivered, we generally will not issue a refund or replacement. If you claim non-delivery despite delivered tracking, you must provide official written confirmation from the local carrier or post office showing the package was not delivered to you. Delivery screenshots or personal statements alone are not enough.

Shipping delays do not automatically qualify for a refund. For U.S. orders, supplier review generally begins only after 45 days from the date the order departed the supplier warehouse. Other destinations, shipping methods, customs issues, weather, strikes, carrier limitations, or force majeure events may require longer review times or may be excluded from refund eligibility.

Orders may only be cancelled for a full refund before they are processed by the warehouse. Once an order has entered processing, shipped, or been customized, it cannot be cancelled unless required by law or approved by us.

Do not send any item back without written return authorization from Shaperack. Unauthorized returns may be refused and will not create refund eligibility. If a return is approved, the item must be returned within 30 days of delivery, unused, in its original condition, with all parts and packaging. Unless the return is required by law or caused by our confirmed error, the customer is responsible for return shipping, customs charges, tracking, and the risk of loss or damage in transit.

Approved remedies are determined by Shaperack in our discretion and may include replacement, missing-part shipment, partial refund, full refund, or store credit, unless applicable law requires a specific remedy. Original shipping, handling, insurance, customs duties, taxes, and payment processing charges are non-refundable except where a full refund is required by law.