Return policy

RETURN & REFUND POLICY

Last Updated: 2 September 2026

Thank you for shopping with CASO Design. This Return & Refund Policy applies to purchases made through:

www.casodesignofficial.com

Please read this policy before requesting a cancellation, return or refund.

1. ORDER CANCELLATION

You may request to cancel an order before it has been processed for dispatch or shipped.

If your cancellation request is accepted before dispatch, you will receive a full refund to your original payment method.

Once an order has been dispatched, it can no longer be cancelled. You may request a return after receiving the order, subject to the conditions in this policy.

Submitting a cancellation request does not guarantee cancellation. We recommend contacting us as soon as possible through the Contact Us page on our website.

2. 14-DAY RETURN PERIOD

You may request a return within 14 days of receiving your order.

To exercise your right to return a product, you must notify us before the 14-day period expires. After your return request is accepted, we will provide return instructions and the appropriate return address.

Products returned without prior authorisation may not be accepted or may experience processing delays.

This policy does not limit any mandatory consumer rights available under applicable law.

3. RETURN ELIGIBILITY

To qualify for a return, the product must:

  • Be unused and in the same condition in which it was received;

  • Include all original components, accessories and documentation;

  • Be returned in its original packaging where reasonably possible;

  • Show no signs of misuse, unauthorised modification or avoidable damage; and

  • Be accompanied by a receipt, order confirmation or other proof of purchase.

CASO Design reserves the right to reduce or refuse a refund where permitted by law if the product has been used beyond what is reasonably necessary to inspect it or has been damaged by the customer.

Please do not send a product back to the manufacturer or to an address found on the package.

4. NON-RETURNABLE PRODUCTS

Unless defective or otherwise required by law, returns may not be accepted for:

  • Personalised or custom-made products;

  • Products marked as final sale where legally permitted;

  • Gift cards or downloadable products;

  • Sealed hygiene-sensitive products after the seal has been opened;

  • Products damaged through misuse, neglect or improper installation; or

  • Products missing essential components or accessories.

Sale or promotional products remain eligible for return unless they fall within a lawful exclusion listed above.

5. RETURN AUTHORISATION

Before returning a product, contact CASO Design through the Contact Us page at:

www.casodesignofficial.com

Please include:

  • Your full name;

  • Order number;

  • Product you wish to return;

  • Reason for the return; and

  • Photographs or videos if the product is damaged, defective or incorrect.

If the return is approved, we will provide return instructions and the designated return address.

6. RETURN SHIPPING COSTS

For returns made because you changed your mind or ordered the wrong product, you are normally responsible for the return shipping cost unless applicable law provides otherwise.

If the product is confirmed to be defective, damaged on arrival or incorrectly supplied by CASO Design, we will provide an appropriate solution and cover reasonable return shipping costs where required.

Customers will not be charged a restocking fee.

Original delivery charges may be refundable where required by applicable consumer law. Additional or express delivery charges may not be refundable.

7. RETURN PACKAGING AND TRACKING

You are responsible for packing returned products securely to prevent damage during transport.

We strongly recommend using a trackable delivery service and retaining the shipping receipt until your return has been completed.

CASO Design is not responsible for returned packages lost or damaged in transit when the customer arranged the return, except where applicable law provides otherwise.

8. DAMAGED, DEFECTIVE OR INCORRECT PRODUCTS

Inspect your order promptly after delivery.

If a product arrives damaged, defective or different from what you ordered, contact us as soon as possible and provide clear photographs showing:

  • The product;

  • The reported issue;

  • The original packaging; and

  • The shipping label.

Do not dispose of the product or packaging before receiving instructions from us.

After reviewing your claim, we may offer a replacement, repair, refund or another appropriate solution in accordance with applicable law.

9. RETURN INSPECTION

Once your return has been received, we will inspect it and notify you whether the refund has been approved or rejected.

The inspection will normally consider:

  • The condition of the returned product;

  • Whether all components and accessories are included;

  • Whether the correct product was returned;

  • Whether the return was submitted within the applicable period; and

  • Whether the product qualifies under this policy.

We may contact you if additional information is required.

10. REFUNDS

If your refund is approved, it will be issued to the original payment method.

Approved refunds are normally initiated within 10 business days after the returned product has been received and inspected.

After we issue the refund, your bank, credit card provider or payment service may require additional time to credit the funds to your account.

We cannot normally refund a purchase to a payment method different from the one originally used.

11. PARTIAL REFUNDS

Where permitted by law, a partial refund may be issued if:

  • The product has signs of use;

  • The product has been damaged after delivery;

  • Parts, accessories or documentation are missing;

  • The original packaging is missing or significantly damaged; or

  • The product’s value has been reduced because of unnecessary handling.

We will explain the reason for any deduction from your refund.

12. LATE OR MISSING REFUNDS

If you have not received an expected refund:

  1. Check your bank or payment account again;

  2. Contact your credit card company or payment provider;

  3. Contact your bank, as processing times may vary; and

  4. If the refund is still missing, contact CASO Design through the website.

Please include your order number and any relevant refund confirmation when contacting us.

13. EXCHANGES

We do not guarantee direct exchanges.

If you need a different product or version, contact us to determine whether an exchange is available. In some cases, you may need to return the original product and place a new order.

Defective or incorrectly supplied products will be handled separately in accordance with your statutory rights.

14. REFUSED OR UNCOLLECTED PACKAGES

If a package is returned because delivery was refused, the address was incorrect or the package was not collected, we may deduct reasonable return or redelivery costs from the refund where permitted by law.

This does not apply when delivery was refused because the package was visibly damaged or the wrong product was supplied.

15. CONTACT US

To request a cancellation or return, report a damaged product, obtain the return address or ask about a refund, contact CASO Design through the Contact Us page at:

www.casodesignofficial.com

Do not return products to the manufacturer or to any address without first receiving return authorisation from us.