Return and Refund Policy

Last updated: September 29, 2026

This Return and Refund Policy applies to purchases made through caooa.shop, operated by RelyOn Digital A/S.

We want customers to shop with confidence. Please review this Policy carefully before making a purchase.

Nothing in this Policy is intended to limit, exclude or restrict any mandatory consumer rights available under applicable consumer protection law.

1. 30-Day Return Policy

We offer a 30-day voluntary return period for eligible products.

You may request a return within 30 days from the date you receive your order.

To qualify for a voluntary return, the product should generally:

Be in substantially the same condition in which you received it;
Be unused or unworn, except for reasonable inspection;
Include all original accessories, components, manuals and other included items;
Include original tags or labels, where applicable;
Be returned in its original packaging where reasonably possible; and
Be accompanied by a receipt, order confirmation or other valid proof of purchase.

Products showing excessive use, damage, alteration or missing components may not qualify for a full refund, except where mandatory consumer rights apply.

Our voluntary 30-day return policy is separate from and does not reduce any statutory cancellation, withdrawal, warranty or consumer protection rights.

2. How to Request a Return

Before sending a product back, please contact us to request return instructions.

Email: support@caooa.shop
Telephone: +45 58 49 18 23

Please provide:

Your full name;
Order number;
Email address used for the order;
The product you wish to return;
The reason for the return, where relevant; and
Photographs or videos where the return concerns damage, defects, missing components or an incorrect product.

Please contact us before shipping your return so that we can provide the appropriate return instructions.

3. Return Address

Unless we provide different return instructions, returns should be sent to:

RelyOn Digital A/S
Kalvebod Brygge 45, 3.
1560 København V
Denmark

CVR number: 40710973

Please include sufficient order information with the returned parcel so that we can identify the relevant order.

Do not send returns on a cash-on-delivery, postage-due or collect-on-delivery basis unless we have expressly agreed to this in advance.

4. Damaged, Defective or Incorrect Products

Please inspect your order as soon as reasonably possible after delivery.

Your product arrives damaged;
The product appears defective;
You receive the wrong product;
Products, parts or accessories are missing; or
The parcel shows significant transportation damage.

When contacting us, please provide your order number together with clear photographs or videos showing the issue where reasonably possible.

We will review the information and provide an appropriate remedy in accordance with applicable consumer law. Depending on the circumstances, this may include:

Repair;
Replacement;
Return;
Price reduction; or
Refund.

If a return is required because we supplied a defective, damaged, incorrect or otherwise non-conforming product, we will cover reasonable return shipping costs where required by applicable law.

5. Non-Returnable Products and Exceptions

Certain products may not qualify for voluntary returns or may be excluded from a statutory withdrawal right where permitted by applicable law.

These may include:

Products made to the customer's specifications or clearly personalized;
Products that are liable to deteriorate or expire rapidly;
Sealed products that are not suitable for return for health protection or hygiene reasons once unsealed;
Products that have become inseparably mixed with other items after delivery;
Sealed audio, video or computer software products after the seal has been removed;
Digital content or services where statutory withdrawal rights have been lost following valid consent, where applicable;
Gift cards, where legally permitted; and
Other products excluded from return or withdrawal under applicable consumer law.

These exclusions do not affect your mandatory rights regarding defective, damaged, incorrect or non-conforming goods.

If you are unsure whether a product can be returned, please contact us before sending it back.

6. EU and EEA 14-Day Statutory Right of Withdrawal

Where applicable, consumers purchasing eligible products through an online or other distance-selling method in the European Union or European Economic Area generally have a statutory 14-day right of withdrawal without giving a reason, subject to applicable legal exceptions.

For goods, the withdrawal period generally begins when you, or a third party designated by you other than the carrier, receive the goods.

Where multiple goods forming part of one order are delivered separately, the applicable withdrawal period generally begins when the final item is received.

To exercise your right of withdrawal, you must inform us of your decision before the applicable withdrawal period expires.

You may do so by sending a clear statement to:

Email: support@caooa.shop

Your statement should contain sufficient information to identify the order and clearly confirm that you wish to withdraw from the purchase.

After notifying us of your withdrawal, you should return the goods without undue delay and within the period required by applicable law.

This statutory right is separate from our voluntary 30-day return policy.

7. Condition of Products Returned Under the Statutory Withdrawal Right

You may inspect and handle a product to the extent reasonably necessary to establish its nature, characteristics and functioning.

Where permitted by applicable law, you may be responsible for any reduction in the value of the product caused by handling beyond what is reasonably necessary to inspect the product.

Opening packaging does not automatically remove a statutory withdrawal right unless a specific legal exception applies.

Nothing in this section restricts rights relating to defective, damaged or otherwise non-conforming products.

8. Return Shipping Costs

Change-of-Mind and Voluntary Returns

For voluntary change-of-mind returns made under our 30-day return policy, customers are generally responsible for the direct cost of returning the goods.

Statutory Withdrawal Returns

Where you exercise an applicable statutory right of withdrawal, you are responsible for the direct cost of returning the goods where permitted by applicable law and where you have been properly informed of this responsibility.

Return costs may include postal or courier charges and other direct costs associated with returning the product.

We recommend using a secure and trackable shipping service and retaining your shipping receipt and tracking information until your return has been completed.

Defective, Damaged or Incorrect Products

You will not normally be required to pay reasonable return shipping costs where the return is caused by:

A defective or non-conforming product;
A product damaged before or during delivery;
An incorrect product supplied by us;
Missing products, components or accessories; or
Another confirmed fulfilment error attributable to us.

Please contact us before returning such products so that we can provide the appropriate instructions.

9. Exchanges

If you want a different product, model or variation, please contact us.

Depending on product availability and the circumstances, we may:

Arrange a replacement or exchange; or
Ask you to return the original product and place a new order after the return has been approved.

Product availability cannot be guaranteed until a replacement order has been confirmed.

Any mandatory rights relating to defective or non-conforming goods remain unaffected.

10. Return Inspection

After we receive your returned product, we may inspect it to determine whether it meets the applicable return requirements.

We will notify you when the return has been reviewed.

For voluntary returns, a reasonable deduction may be made from the refund, or the voluntary return may be refused where permitted by law, if the product:

Has been damaged after delivery by the customer;
Shows use beyond reasonable inspection;
Is missing accessories or components;
Has been materially altered; or
Has suffered a reduction in value due to unnecessary handling.

This provision does not limit mandatory consumer rights.

11. Refunds Under an Applicable Statutory Right of Withdrawal

Where you validly exercise an applicable statutory right of withdrawal, we will reimburse payments received from you in connection with the withdrawn purchase as required by applicable law.

Where legally required, this may include the cost of the least expensive standard delivery method offered for the order.

If you selected an expedited, express or other more expensive delivery method, additional delivery costs exceeding our standard delivery option may not be refundable where permitted by law.

We will process the reimbursement without undue delay and within the period required by applicable consumer law.

For purchases involving physical goods, where permitted by law, we may withhold reimbursement until:

We have received the returned goods; or
You provide sufficient evidence that the goods have been sent back,

whichever occurs first.

Unless otherwise agreed or legally required, reimbursement will normally be made using the same payment method used for the original transaction.

We do not charge a separate refund processing fee.

12. Refunds Under Our Voluntary 30-Day Return Policy

For eligible returns under our voluntary 30-day return policy, we will notify you after the returned product has been received and inspected.

If the return is approved, the refund will normally be processed within 10 days after approval.

Where possible, the refund will be issued using the original payment method.

Your bank, card issuer or payment provider may require additional processing time before the refunded amount appears in your account.

If more than 15 days have passed since we confirmed approval of your refund and you have not received it, please contact:

Email: support@caooa.shop
Telephone: +45 58 49 18 23

13. Order Cancellations

If you wish to change or cancel an order before it has been shipped, please contact us as soon as possible.

Email: support@caooa.shop

We will make reasonable efforts to assist you, but we cannot guarantee cancellation once an order has entered processing or has been dispatched.

Any statutory withdrawal or cancellation rights available under applicable law remain unaffected.

14. Refused or Unclaimed Deliveries

Refusing delivery or failing to collect a parcel does not necessarily constitute a valid exercise of a statutory withdrawal right.

Where you wish to withdraw from an eligible order, please contact us directly and clearly communicate your decision.

Additional costs resulting from an unjustified refusal, incorrect delivery information or failure to collect an order may be deducted or charged where permitted by applicable law.

Mandatory consumer rights remain unaffected.

15. Proof of Purchase

We may request reasonable proof of purchase before processing a return, replacement, exchange or refund.

Acceptable proof may include:

Order confirmation;
Order number;
Purchase receipt;
Payment confirmation; or
Other information reasonably sufficient to identify the transaction.

16. Consumer Rights

This Return and Refund Policy provides commercial return terms in addition to any rights available under applicable consumer protection law.

Nothing in this Policy is intended to exclude, restrict or waive any consumer right that cannot legally be excluded or restricted.

Where mandatory applicable law provides greater rights than this Policy, the mandatory legal requirements will apply.

17. Company and Contact Information

For questions regarding returns, refunds, exchanges, damaged products or statutory withdrawal rights, please contact:

RelyOn Digital A/S