Returns & Refunds
This policy provides detailed instructions for returning purchases and receiving refunds for orders placed through the Camilio website. All necessary information is provided below.
Scope and purpose
The return and refund policy applies to all purchases made through the Camilio website.
Returns
If you wish to return an item, please contact our customer service.
The customer can return the order within 14 days of receiving the goods.
Refunds will be processed within 10 working days after receipt and inspection of the returned items.
An order can be cancelled as long as it has not yet been shipped.
Cost
You are responsible for the return shipping costs. Camilio does not charge any additional return shipping fees.
The standard return shipping cost is €6.95 , but this may be higher if multiple items are returned.
If a product is damaged during return transport, a fee of 30–70% of the purchase price may be charged – depending on the extent of the damage.
Return address
Please contact our customer service via the contact form on our website before submitting any return . This is the only way to ensure your return is properly registered and processed.
Important: Returns made without prior notification to customer service will not be processed and no refund will be issued . After confirmation by our customer service, you will receive all further information and detailed instructions for the return shipment.
Return address:
Keurenplein 4, 1069 CD Amsterdam, Netherlands
Return shipping costs
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Defective or damaged products: Returns are free if products are delivered incorrectly, damaged during transport, or otherwise defective.
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Customer change of mind: In cases such as incorrect product selection, size or personal preference, the customer bears the return shipping costs.
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Express shipping: Express shipping costs chosen voluntarily by the customer are non-refundable.
If a product is damaged during the return process, 30–70% of the purchase price may be retained.
Return label
For authorized returns, the customer must provide a return label.
This can be downloaded and printed via the provided link.
Restocking fees
Camilio does not charge restocking fees for returns.
Refund period
Refunds will be processed within 10 working days of receiving and inspecting the returned product.
After approval, it may take an additional 3-5 working days , depending on the payment provider, for the refund to be visible in your account.
Returns if you change your mind
Products can be returned within 14 days of receipt .
The items must be in their original condition , unused and in their original packaging with all labels .
The customer bears the return shipping costs.
If items have been damaged by the customer, this may be deducted from the refund amount.
Shipping costs are non-refundable.
Defective or damaged products
Please contact our customer service immediately if you receive a defective or damaged product.
Please send photos of the defect or damage for verification.
In this case, Camilio will cover the return shipping costs and offer a full refund or replacement .
Shipping costs are non-refundable.
Incorrectly delivered products
Should you receive the wrong item, Camilio will cover all return shipping costs and ensure that the correct product is delivered as quickly as possible.
Products not received
If your order has not been delivered, please contact our customer service so that an investigation can be initiated.
If the product cannot be found, we offer a full refund or a replacement .
Order cancellations
Orders can be cancelled before shipment .
If the order has already been shipped, the return procedure must be followed upon receipt of the product.
Exceptions to the right of return
The following items cannot be returned:
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Custom-made or personalized products.
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Hygiene items (e.g. socks, underwear), unless unopened and unused.
Packaging and return instructions
Pack the item securely in its original packaging and ensure that all labels and tags are intact.
Please include the return form and, if applicable, photos or additional documents.
Attach the return label (if applicable) to the package in a clearly visible location.
Send the package with DHL or a similar service with tracking .
Deadlines
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Feedback: Returns must be registered and sent within 14 days of receipt .
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Processing: Refunds will be issued within 10 working days after inspection of the item.
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Refund: Depending on the payment provider, it may take another 3-5 business days for the refund to be visible.
Legal Notice
This policy does not affect your statutory rights under Dutch or EU law.
Contact information
Email: support@camilio.de
Telephone: +31 6 13621647
Company information
Company name: Digital E-com
Commercial registration number (KVK): 83473408
VAT ID No.: NL003826027B54
Address: Keurenplein 4,
1069 CD Amsterdam, Netherlands
Opening hours
Monday – Friday: 9:00 AM – 6:00 PM