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Return / Refund Policy
We're committed to offering you the best in customer service. While there are no cancellations or exchanges, we can offer a refund on either online or in-store purchases that may be damaged, defective or if you’re dissatisfied at the point of collection.
To start the refund process, you must refuse acceptance of the item/s at the point of collection.
Once the refund is approved, a refund will be processed and a credit applied to your original method of payment:
- Credit card payment: Please indicate your order number and send your request via email to: dutyfree@caribbean-airlines.com no later than 30 days after receiving your purchase. Please note that to be eligible for a refund the item MUST be returned unopened, unexpired, in its original undamaged packaging with all tags attached and a receipt from the Duty Free store at Piarco International Airport, Trinidad. Refunds will be processed within 10-21 working days after our communication of the refund approval, providing all the necessary documents to process your refund are attached and internal validation are completed. Depending on your financial provider processing times may vary. You are welcome to contact us again, via email, if you have still not received the refund after this timeframe.
- Cash Payment: Returns can only be facilitated in store at the Duty Free area and you are solely responsible for making arrangements with the local Customs Authority to gain access. Once the item is received and inspected, we will notify you as to the status of your request. The customer must return the product in its original unopened package with the receipt. The refund can be provided immediately if the product is inspected by our Duty Free Supervisor and the item is indeed damaged. Once approved, the customer is then asked to sign a return sheet along with the Duty Free Supervisor. The customer will be given the refund, in the available store currency on said day, along with a copy of the return receipt.
Terms & Conditions
Duty Free Terms
Persons under 18 will not be permitted to purchase alcoholic beverages.
Prices, packaging and products are subject to change without prior notice.
Prices, product descriptions and other website content is not guaranteed to be free of error, up to date, accurate or complete.
Availability of redeemed items may be impacted by extraordinary circumstances including but not limited to flight disruption and aircraft operation requirements.
Caribbean Duty Free is not liable under any circumstances for damage caused by products including but not limited to those that may be defective, whether it is aware of the possibility of damage and supposition of liability pursuant to which damage may be sought.
Orders must be made a minimum of 24 hours before your flight. Our customer service team may be contacted from Monday through Friday by email at dutyfree@caribbean-airlines.com.
Maintaining confidentiality of your account and restricting access to your devices are strictly your responsibility.
Caribbean Airlines' Duty Free Privacy Statement
This privacy statement provides information on how Caribbean Airlines collects and processes your personal data when you visit our website to purchase our Duty Free products.
It is important that you read this privacy statement together with our website privacy policy which contains more detailed information about our data processing and can be accessed here.
Terms of Use
The Duty Free products and services supplied are subject to our Terms and Conditions.
Updates
From time to time we may make updates to this statement in order to ensure that we remain current with our legal requirements and business operational needs. We ask that you make regular checks to our page to ensure that you are aware of the most up to date version of our privacy statement. If we make material changes to this privacy statement, we will seek to inform you by notice on our website or email ("Notice of Change").
Third Party Websites Terms of Use
The data we cllect about you
We may collect, use, store and transfer different kinds of personal data about you to fulfil our agreement with you and provide services as explained here:
- Identity Data
- Contact Data
- Financial Data
- Transaction Data
- Technical Data
- Profile Data
- Usage Data
- Marketing and Communications Data
We explain these categories of data here.
e.gs in order to register you with the CAL duty free Website and administer our Website services, such as requests for duty free collection;
- to answer any queries, including feedback, claims, complaints which you may send us
- to allow you to contact us in the different ways set out on the Duty Free Website
We use different methods to collect data about you, which are explained here
List of cookies we collect
The table below lists the cookies we collect and what information they store.
| Cookie Name | Cookie Description |
|---|---|
| FORM_KEY | Stores randomly generated key used to prevent forged requests. |
| PHPSESSID | Your session ID on the server. |
| GUEST-VIEW | Allows guests to view and edit their orders. |
| PERSISTENT_SHOPPING_CART | A link to information about your cart and viewing history, if you have asked for this. |
| STF | Information on products you have emailed to friends. |
| STORE | The store view or language you have selected. |
| USER_ALLOWED_SAVE_COOKIE | Indicates whether a customer allowed to use cookies. |
| MAGE-CACHE-SESSID | Facilitates caching of content on the browser to make pages load faster. |
| MAGE-CACHE-STORAGE | Facilitates caching of content on the browser to make pages load faster. |
| MAGE-CACHE-STORAGE-SECTION-INVALIDATION | Facilitates caching of content on the browser to make pages load faster. |
| MAGE-CACHE-TIMEOUT | Facilitates caching of content on the browser to make pages load faster. |
| SECTION-DATA-IDS | Facilitates caching of content on the browser to make pages load faster. |
| PRIVATE_CONTENT_VERSION | Facilitates caching of content on the browser to make pages load faster. |
| X-MAGENTO-VARY | Facilitates caching of content on the server to make pages load faster. |
| MAGE-TRANSLATION-FILE-VERSION | Facilitates translation of content to other languages. |
| MAGE-TRANSLATION-STORAGE | Facilitates translation of content to other languages. |
How we collect and use your personal data
We will only use your personal data for the purpose for which we collected it which include the following:
- To register you as a new customer.
- To process and deliver your order.
- To manage your relationship with us.
- To enable you to participate in a prize draw, competition or complete a survey.
- To improve our website, products/services, marketing or customer relationships.
- To recommend products or services which may be of interest to you.
International transfers
We operate services within the Caribbean, North and South American region. Personal Data may be stored and processed in any country where we do business or our service providers do business. We may transfer your Personal Data to countries other than your own country, including to the United States. These countries may have data protection rules that are different from your country. Some of these countries have laws which do not offer in the opinion of the European Commission or other supervisory authorities an adequate level of data protection.
When transferring data across borders, we take measures to comply with applicable data protection laws related to such transfer. Officials (such as law enforcement or security authorities) in those other countries may be entitled to access your Personal Data.
Where we transfer your personal information outside Caribbean Airlines or to third parties who help provide our products and services we obtain contractual commitments from them to protect your personal information.
From time to time, we may receive requests for information from government entities international organisations or regulators. However, before doing so we place great effort in ensuring that these requests are carefully scrutinized and validated to ensure that it is legally appropriate to share the requested personal information.
Your Legal Rights
Under certain circumstances, and depending on the country that you are in or from or even how we interact with you, you may have certain rights. Please contact us at dutyfree@caribbean-airlines.com so that we may discuss this aspect further with you and any questions or complaints about this Privacy Policy.
