Return and exchange policy

 

Casakento (hereinafter referred to as “we”, “us”, or “our”) provides product sales exclusively through our online store. To ensure a clear and consistent after-sales experience, this Return & Exchange Policy applies to all orders placed through our website.

1. Return & Exchange Validity Period

You may submit a return or exchange request within 30 days from the date you receive the product. Requests submitted after this period cannot be accepted.

2. Return & Exchange Conditions

Within the validity period, return or exchange requests may be accepted under any of the following circumstances:

• The product has visible appearance defects or damage;
• The product has quality-related defects or functional issues affecting normal use;
• The product has unusual odors, significant color differences, or other abnormal conditions that affect normal use;
• The received product does not match the order details (wrong item or missing item);
• A return or exchange is requested without a specific reason, provided the product remains unused, in good condition, and suitable for resale.

3. Return Process

1. Contact us via email or customer service phone to submit a return request, providing your order number, proof of payment (if applicable), reason for return, and relevant photos or videos as supporting evidence;
2. Our customer service team will review your request as soon as possible. If approved, you will be notified and provided with the designated return address and return instructions;
3. Please send the product back to the designated return address as instructed, using proper packaging, and wait for confirmation that we have received the returned item;
4. After receiving the product, we will inspect it. If the returned item meets the reported condition and return eligibility requirements, a refund will be arranged accordingly.

4. Exchange Process

1. Submit an exchange request via email or phone, including your order number, proof of payment (if applicable), reason for exchange, and relevant photos or videos as supporting evidence;
2. If approved, our customer service team will notify you and provide the designated return address along with further instructions;
3. Please return the product to the specified address and wait for confirmation that we have received the returned item;
4. After inspection confirms eligibility, a replacement product will be shipped within 1–3 business days.

5. Refund Process

Refunds will be issued to the original bank card used for payment (including Visa and MasterCard). Depending on the processing speed of your card issuer, refunds are expected to be credited within 1–5 business days. If the refund is delayed beyond this timeframe, please contact us for assistance.

6. Cost Responsibility

• If the return or exchange is due to appearance defects, quality issues, unusual odors, significant color differences, or receiving an incorrect item, the return shipping cost will be covered by us;
• If the return or exchange is requested without a specific reason (change of mind), the return shipping cost will be borne by you.

7. Responsibility Statement

Please ensure that returned products are kept in their original condition and properly packaged. Damage caused during return shipping due to improper packaging, misuse, or personal handling may affect the outcome of the return or exchange request.

8. Return Label

If a return label is included in the package for your order, please attach it as instructed and return it together with the product to help ensure accurate identification and efficient processing.

9. 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
Service Hours: Monday to Friday, 9:00–12:30 and 14:00–18:00 (Australia/Sydney, AEST/AEDT)