Order Cancellation Policy

 

This order cancellation policy applies to all orders placed through the Casakento(Hereinafter referred to as "We") online store. It is intended to explain when cancellations are available, how to submit a request, and how refunds are processed.

1. Order Cancellation Conditions

Cancellation eligibility is determined by the order timeline and shipment status:

• Orders placed within 48 hours that have not yet been shipped may be cancelled directly. Once approved, the order will be closed and moved to the refund process.
• Orders placed more than 48 hours ago or orders that have already been shipped cannot be cancelled. In these cases, you may wait for delivery and then contact us to request a return and refund.

2. Order Cancellation Process

If your order meets the conditions above, please submit a cancellation request using the steps below:

• Contact our customer service team by email or telephone to request an order cancellation.
• Provide your order number and relevant payment confirmation details so we can verify your order promptly.
• Our customer service team will review your request immediately and notify you of the outcome. If approved, refund arrangements will be initiated without delay.

3. Refund Processing

After a cancellation request is approved, refunds are handled as follows:

• Refund method: Refunds are returned to the same bank card used for payment, including Visa or MasterCard.
• Refund timeframe: Depending on the processing efficiency of different banking institutions, refunds are expected to be credited within 1-5 business days.
• If the refund is not received within the expected timeframe, please contact us for assistance.

4. Additional Notes

Once an order has entered the shipping process, it cannot be intercepted or withdrawn. We recommend reviewing your order details promptly after placement and contacting us as soon as possible if a cancellation is required.

5. Contact Us

Contact address: 160 Private Drive 8191, Doolittle, MO 65401, United States
Customer service phone: +1 (914) 879-2909
Customer service email: support@casakento.com
Online hours: Monday to Friday, 9:00 to 12:30 and 14:00 to 18:00(Australia/Sydney, AEST/AEDT)