At CAÏE, our commitment is to ensure the quality and hygiene of all products that reach you. Given the nature of our items, we have established the following guidelines for exchanges and returns:

Hairbrushes

Due to strict hygiene and public health concerns, our brushes are sent with a guarantee seal (lacre).

• Product with intact seal: If the brush is returned in its original packaging and with the guarantee seal perfectly intact, we accept product exchange or a refund of the amount paid.
• Product with broken seal: If the guarantee seal is removed, broken, or the sealed packaging has been opened, the brush is considered a personal hygiene item. In such cases, for health safety reasons, we will not process exchanges or returns.

How to proceed for an exchange or return (with an intact seal):

1. Contact us via email at hello@bycaie.com within a maximum of 14 days after receiving your order.
2. Provide your order number and the reason for the exchange.
3. Await our instructions for sending the product. The item must be sent exactly as it was received, with no signs of use and with the guarantee seal intact.
4. Shipping costs for product returns or exchanges are the responsibility of the customer.

Refunds

After receiving and verifying the integrity of the guarantee seal at our warehouse, we will proceed with the product analysis. If approved, the refund will be processed automatically via the original payment method used for the purchase.