Refund policy

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. In order to return your defective product as fast as possible, please follow these steps:

  1. Send us an email to support@culiau.com that includes the following information:
  2. Order number (Ex: #C123456)
  3. A description of the issue.
  4. Picture/s or video/s where the issue is visible.
  5. Subject the email as “Return request - Order #12345”
  6. 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.

 

If 60 days have gone by since your goods have been delivered, we can’t offer you a refund or a replacement. Anyway, you are welcome to contact us for an exception.

Replacement requests always receive priority handling at Culiau. We realize the delays they can cause. Nonetheless, they are subject to availability.

Culiau is not responsible for reimbursement of any labor costs or project delays that may occur due to the receipt of defective goods.

 

Returns:

 

In the event that you are not happy with the item, you may take advantage of our 60-day money-back guarantee and contact support@culiau.com to ask for a return.

 

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. Delivery time is not a reason for a refund unless it complies with our shipping guarantee which you can read in our shipping policy. Please, notice that we will keep 7 USD to cover operative costs.

 

Non-returnable items:

 

The digital products we offer for sale are non-refundable. The contents of these products are clearly described on their respective product pages. If you have any questions or concerns before making a purchase, please do not hesitate to contact us for support. You can reach us via email at support@culiau.com or through any of our social media channels.

- Gift cards

To complete your return, we require a receipt or proof of purchase.

Please do not send your purchase back to the manufacturer

There are certain situations where only partial refunds are 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 when the product is still on its way according to 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. We will also notify you of the approval or rejection of your refund.
If you are approved, your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

You can ask for a refund within 60 days of successful delivery, and also ask for a refund process before receiving it. If you decide that you don't want our product anymore, we can process your refund and have everything ready to give you the money back once we receive the product.

 

Damaged Goods

 

 Unfortunately, fragile items may get damaged in shipping.


We ask that you report to Customer Service the receipt of a damaged product, within 48 hours of delivery, by sending a picture showing the item with its packaging and label. If you fail to report damages in this time frame, we won't be able to file a claim with the carrier, which means we can't accept responsibility for the damages.

In most cases, we can order a replacement fixture at no cost to you as soon as the damaged one has been picked up. However, the outcome of the claim may result in a charge for the replacement item. Replacements are subject to availability.

 

Please contact support@culiau.com if you have any questions.


Late or missing refunds (if applicable)


If you haven’t received a refund yet, 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 this and you still have not received your refund, please contact us at support@culiau.com.

 

"Not received" refunds (if applicable)

 

The shipping guaranteed time is 50 days, as you can see in our shipping policy. Receive your order in 50 days or a full refund. (Why that much? Because we use the same policy worldwide, and some countries have a significant delay in their customs nowadays). You're more than welcome to contact us at support@culiau.com to get assistance with your order.

If the customer is not happy regarding the shipping times, the customer is more than welcome to ask for a refund process, following our refund conditions mentioned before.

NOTE: DELAYS DUE TO THE CURRENT SITUATION COULD AFFECT THE SHIPPING TIME. We can not predict when it will get delayed. We are giving the best of us to keep providing you with the best quality of service possible

 

"Missing an Item" refunds (if applicable)

 

If you didn't receive the entire order could be for 2 reasons:

1) We sent the packages separately because of the maximum weight.

2) An item is missing due to a human mistake.

For both cases, please contact us as soon as possible and it's mandatory to take a picture of what you received with the information visible.

Then, we analyze what happened and send you the missing product.

 

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.