Refund policy
Returns & Refund Policy
Last updated: October 14, 2026
At Caspier, we are committed to providing a clear and transparent returns and refunds process.
We offer a 30-day return policy for eligible purchases. All physical product returns are processed through our designated returns facility in China.
Please review the following information before placing an order.
Return Policy Summary
| Return Details | Policy |
|---|---|
| Return Window | 30 days from delivery |
| Return Method | By mail |
| Return Destination | China |
| Change-of-Mind Returns | Customer pays return shipping |
| Faulty, Damaged or Incorrect Items | Caspier covers necessary return shipping costs where required |
| Restocking Fees | None |
| Refund Method | Original payment method |
| Refund Processing | Normally within 7 business days after inspection, subject to statutory deadlines |
1. Return Eligibility
Customers may request a return within 30 days of receiving their order.
Eligible reasons include:
- The product is unsuitable for the intended space.
- The customer ordered the wrong size, colour or style.
- The customer has changed their mind.
- The product arrived damaged or defective.
- The product received is incorrect or materially different from its description.
For standard change-of-mind returns under our voluntary return policy, products should be unused, complete and in their original condition.
Please include all supplied components, accessories and original packaging where reasonably possible.
These conditions do not restrict statutory cancellation rights or consumer rights relating to faulty or incorrectly described goods.
2. Statutory Cancellation Rights
Customers in the United Kingdom and European Union generally have a statutory right to cancel eligible online purchases within 14 days of delivery, subject to applicable exceptions.
Customers exercising this right generally have another 14 days to send the goods back after notifying us of cancellation.
Our voluntary 30-day return policy provides additional flexibility and does not replace applicable statutory rights.
Customers in other countries retain any mandatory consumer protection rights provided by their local laws.
3. How to Start a Return
To request a return, please follow these steps:
- Contact info@caspier.com with your order number.
- Identify the product you wish to return.
- Describe the issue, where applicable. Photographs may help us resolve faulty-item complaints more quickly.
- Our customer service team will provide the relevant return instructions.
- Pack the product securely and return it to our designated returns facility.
- Retain your shipping receipt and tracking information.
For standard returns under our voluntary 30-day policy, please dispatch the item within 14 days after receiving the return instructions.
Please do not send products to our UK correspondence address or Hong Kong registered office.
4. Return Shipping Costs
Change-of-Mind Returns
If the return is requested for personal reasons, the customer is responsible for return shipping costs.
This includes returns because:
- The item does not suit your home.
- You selected the wrong size, colour or style.
- You no longer require the product.
- The product does not meet your personal preferences, but otherwise matches its description.
All change-of-mind returns must be shipped to our designated return facility in China.
Return postage costs vary depending on the carrier, parcel dimensions, weight and destination.
Customers may select an appropriate postal or courier provider and pay the applicable postage directly.
International shipping charges can be higher than domestic postage. We recommend obtaining a shipping quotation before returning an item.
For large or heavy products that cannot normally be returned by post, please contact us before purchasing to request an estimated return shipping cost.
Faulty, Damaged or Incorrect Products
If a product arrives damaged, faulty or incorrect, please email info@caspier.com.
Caspier will assess the problem and provide an appropriate remedy in accordance with applicable consumer protection laws.
Where a return is required because of a qualifying defect, damage or incorrect item, Caspier will cover reasonable and necessary return shipping costs as required by law.
Our team will explain the applicable return procedure and, where appropriate, arrange shipping or reimburse reasonable return postage.
Customers will not be required to bear return shipping costs where applicable consumer law makes these the seller's responsibility.
5. Return Warehouse Address
Our designated returns facility is located in China.
Return Recipient: Liu Ning
Return Address: 101, Building A, No. 10, Aiqun Road
Longbeiling, Tangxia Town
Dongguan, Guangdong
China
Please contact info@caspier.com before shipping a return so our team can confirm the applicable return instructions and any required parcel identification details.
The return warehouse address is separate from our UK correspondence address and Hong Kong registered office.
6. Refunds and Processing Times
Once the returned product reaches our warehouse, we aim to inspect it within 3 business days.
For eligible voluntary returns, approved refunds are normally processed within 7 business days after inspection.
Refunds are issued to the original payment method.
Where a statutory cancellation or refund right applies, we will process refunds within the legally required timeframe.
For UK and EU statutory cancellations, the refund will generally be processed within 14 days of receiving the returned goods or satisfactory evidence that they have been sent back, as permitted by applicable law.
Where required by law, original standard delivery charges will also be refunded.
Your bank or payment provider may take additional time to reflect the refund in your account.
7. Incorrect or Incomplete Delivery Addresses
Customers must provide a complete and accurate shipping address when placing an order.
If incorrect or incomplete address details cause a delivery problem, please contact us as soon as possible.
We will review the circumstances and, where appropriate, investigate with the shipping carrier.
Additional shipping costs may apply if a parcel needs to be resent because of incorrect customer-provided information.
Any such charges will be explained before reshipment.
Refund or replacement eligibility will be determined based on the circumstances and applicable consumer protection laws.
Nothing in this section limits statutory rights relating to delivery failures for which Caspier is legally responsible.
8. Exchanges
Customers wishing to exchange an item for another colour, size or style should contact our customer service team.
For standard change-of-mind exchanges, customers may return the original item under this policy and place a new order for the desired alternative.
Faulty or incorrectly supplied products will be handled in accordance with applicable statutory rights.
9. Order Cancellations
If you wish to cancel an order before dispatch, please email info@caspier.com as soon as possible.
We recommend contacting us within 12 hours of placing the order, as order processing may begin shortly after purchase.
If your order has already been dispatched, you may follow our return procedure or exercise any applicable statutory cancellation rights.
The recommended 12-hour cancellation period does not restrict statutory rights.
10. Product Photography and Appearance
We make reasonable efforts to accurately present our lighting products, including their dimensions, finishes, materials and colours.
Minor differences in appearance may occur due to photographic lighting, reflections, screen settings and surrounding illumination.
If a customer returns a product solely because of minor visual differences, and the item otherwise conforms to its description, the return will normally be treated as a change-of-mind return.
In such cases, the customer is responsible for return postage to China.
If the product is materially different from its description or is defective, applicable consumer protection rights will apply.
11. Refund Deductions
Caspier does not charge restocking fees.
Where permitted by applicable law, reasonable deductions may apply if a returned product has been handled beyond what is necessary to inspect it and its value has consequently diminished.
Any deductions will be explained to the customer.
These provisions do not restrict mandatory statutory rights.
12. Contact Information
Store Name: Caspier
Customer Support: info@caspier.com
UK Correspondence Address: 12 Bagnall Walk, Brierley Hill DY5 2SS, United Kingdom
This address is for correspondence only and is not a product returns facility.
Company Information
Caspier is operated by VELOZORA VENTURES LIMITED, a company registered in Hong Kong.
Company Name: VELOZORA VENTURES LIMITED
Registration Number: 78095645
Registered Office Address: Flat 5, 4/F, Won Hing Building, 74-78 Stanley Street, Central, Hong Kong
Returns & Refunds Customer Support
For questions about returns, refunds, exchanges, damaged products or order cancellations, please contact our customer service team using the details below.
Email: info@caspier.com
Number: +44 7578 198722
Customer Service Hours
Monday – Friday: 09:00–18:00 (GMT)
Saturday – Sunday: 10:00–16:00 (GMT)