60-DAY MONEY-BACK GUARANTEE

Your Culiau product is warranted against defective material or workmanship for a period of 60 (sixty) days from the delivery date. In the event of failure of a product to conform to this written warranty, please take the following action:

DO NOT return your product to the place of purchase.  To expedite the return of the defective product as fast as possible, please follow these steps:

1. Send us an email to support@culiau.com that includes the following information:

Order number (Ex: #C123456)

A description of the issue.

Picture/s or video/s where the issue is visible.

1. Subject the email as “Return request - Order #12345”
2. Follow the customer service team's instructions.
   

 

DAMAGE TO THE PRODUCT RESULTING FROM TAMPERING, ACCIDENT, ABUSE, NEGLIGENCE, UNAUTHORIZED REPAIRS OR ALTERATIONS, UNAPPROVED ATTACHMENTS, OR OTHER CAUSES UNRELATED TO PROBLEMS WITH MATERIAL OR WORKMANSHIP IS NOT COVERED BY THIS WARRANTY. ANY ATTEMPT TO MODIFY, REPAIR, OR ALTER THE PRODUCT IN ANY WAY WILL NOT BE RECOGNIZED UNDER THIS WARRANTY. CULIAU UNEQUIVOCALLY RESERVES THE RIGHT TO REJECT ANY WARRANTY CLAIMS THAT ARE ATTRIBUTABLE TO MISUSE, MISHANDLING, OR ILL-TREATMENT OF THE PRODUCT.

ALL DECISIONS MADE BY CULIAU IN THIS RESPECT WILL BE FINAL AND BINDING. BY PURCHASING OUR PRODUCT, YOU ACKNOWLEDGE AND AGREE TO THESE TERMS.

 

Exceptions to this rule are only applicable to customers who have specifically opted for an extended warranty at an additional cost. This extended warranty must have been purchased at the time of the original purchase, and cannot be added retroactively.

We stress warranty compliance but welcome contact with our Customer Service team. An agent will review her case, always under the guidelines of our Policies. Our goal is to understand your situation and explore solutions within our terms. The purchase confirms the agreement with these conditions.

While we aim to address replacement requests as a matter of priority, it must be clearly understood that the fulfillment of such requests is subject to product availability. No guarantee can be made that a replacement will be immediately available when requested.

It is explicitly stated that Culiau bears no responsibility for the reimbursement of any labor costs, project delays, or other incidental or consequential damages that may occur due to the receipt of defective goods. Any risks associated with such potential costs or delays are to be borne by the customer. By purchasing our products, you accept these terms in their entirety.

 

Returns:

To be eligible for a return, your item must be in excellent condition, with the original package and all pieces included. We require you to provide comprehensive photographic evidence to validate the condition of your item. Culiau retains the absolute right to refuse any return if the item does not meet the condition specified above, and the decision of Culiau in this regard shall be final and binding.

Delivery time is not a reason for a refund unless it complies with our shipping guarantee -delays that occur due to circumstances beyond our control, such as those caused by shipping carriers or any other third parties-. For more information, you can read our shipping policy. It is important to note that a small percentage of the purchase price may be retained to cover administrative and processing costs, even in the case of approved returns. 

Non-returnable items:

• All sales are final for our digital products, which include eBooks. The contents of these products are thoroughly outlined on their respective product pages. If you have any doubts or inquiries before making a purchase, we urge you to contact our support team at support@culiau.com or via our social media channels. Culiau assumes no responsibility for dissatisfaction after purchase, given the clear descriptions provided.
• Gift cards: These are also non-returnable.

There are specific scenarios where only partial refunds may be granted (if applicable):

• Any item which is not in its original condition, not due to our error. Such as damaged items, or those with missing parts for reasons 
• Any refund process that started more than 30 days after delivery
• Any refund request made when the product is still in transit as per our shipping policy.

Refunds (if applicable)

Once your return is received and inspected, we will email you to notify you that we have received your returned item. 

After this, a process of refund will be initiated, and a credit will be applied automatically to your credit card or the original method of payment within a timeframe determined by Culiau. Please note that this process may take some time and is subject to banking processes and timelines beyond our control.

Claims for defective products must be lodged strictly within 60 days of delivery. Upon verification of the claim's validity, a replacement may be offered if applicable, or a refund may be issued at our discretion.

A request for a refund prior to receiving the item can be made. In such cases, the refund will only be processed once it has passed our inspection and the product has been returned and received by us. Alternatively, we may choose to offer a partial refund. Any costs associated with returning the product to us under these circumstances shall be borne by the customer. By purchasing our products, you confirm your understanding of and agreement with these conditions.

 

Damaged Goods

 While we undertake every measure to ensure our products, particularly our best-seller "Customizer", reach you in impeccable condition, damage during transit can occasionally occur.

We stipulate that any damage to the product be reported to our Customer Service within a strict 48-hour window from the time of delivery. The report should include a picture of the damaged item, its packaging, and label. Failure to comply with this reporting timeframe will result in forfeiture of any claim to the carrier, and consequently, Culiau will not accept any liability for the damages.

In the majority of cases, we can arrange for a replacement at no additional cost to you. However, if the carrier rejects the claim, a charge may apply for the replacement item. Replacements are subject to availability and are not guaranteed.

If you have procured our extended warranty, the replacement process will be expedited without the necessity for carrier claim verification. Please contact support@culiau.com if you have any questions.

Late or missing refunds (if applicable)

If you haven’t received a refund yet, we suggest the following steps:

• First, check your bank account again.
• Then contact your credit card company — it may take some time before your refund is officially posted.
• Next, contact your bank. There is often some processing time before a refund is posted.
• If you’ve done all of the above and you still have not received your refund, please contact us at support@culiau.com.

 

Item not received (if applicable)

The guaranteed shipping time is firm 50 days, as outlined in our shipping policy. If you do not receive your order within this timeframe, you are eligible for a full refund. However, please be aware that any shipping delays due to unforeseen circumstances are beyond our control, and Culiau will not accept any liability for such delays. 

Missing Item (if applicable)

In the event of a missing item from your order, Culiau allows a window of 20 days from the date of delivery for customers to report the issue. Please ensure that you contact us as soon as possible within this 20-day period and provide a picture or any relevant information regarding the missing item.

It's important to note that certain orders may be subject to weight restrictions, which could necessitate separate package dispatch. In such cases, the missing item may be included in a subsequent package delivery. Additionally, if the missing item is a result of a fulfillment error on our end, we sincerely apologize for any inconvenience caused.

However, please be aware that once the package has been dispatched from our end, Culiau cannot be held responsible for any errors or omissions. We encourage our customers to thoroughly review the contents of their orders upon delivery and contact us promptly if any discrepancies are found.

Our aim is to provide the best customer service and resolve any issues in a timely manner, ensuring a satisfactory shopping experience for each valued customer. Should you have any concerns or queries about missing items or any other matters related to your order, please do not hesitate to reach out to our customer support team. We are here to assist you throughout the process.

 

Early refunds (if applicable)

If for any reason you want to cancel your order before we fulfill it, we can offer you a refund.

In this case, you'll receive your money (shipping included) but we have to keep 3 USD of operative costs plus the automatic print of labels and also the Payment gateway fees that are charged to us regardless (3%).

 

Exchanges (if applicable)

We only replace items if they are defective or damaged. If you need to exchange it for the same item, please email us at support@culiau.com and we will manage it as soon as possible!

 

Shipping 

To return your product, you should mail your product to our address provided by e-mail after accepting your refund.

Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund. 

Depending on where you live, the time it may take for your exchanged product to reach you may vary. 

Email us at support@culiau.com and we will process your request within 24-48 hours. 

 

Extended Warranty Terms and Conditions

By purchasing an extended warranty, you agree to the following terms and conditions:

• The extended warranty is valid for one year from the date of purchase.
• The extended warranty does not cover damage caused by misuse or abuse.
• The extended warranty does not cover damage caused by accidents or other acts of God.
• The extended warranty does not cover normal wear and tear.
• To file a claim under the extended warranty, you must contact Culiau customer service within one year of the date of the defect.

Culiau reserves the right to deny any claim that is not in accordance with the terms and conditions of this extended warranty.