Return & Refund Policy | Casetic

Return & Refund Policy

We hope you are satisfied with your purchase. However, you can return your purchase by sending us an email within 30 days after receiving the item if the product purchased from Casetic does not meet your expectations. It is sincerely suggested that every customer read the following regulations carefully before purchase:

Cancellation

We accept order cancellation before the product is shipped or produced. If the order is canceled you will get a full refund. We cannot cancel the order if the product is already shipped out.

Returns (if applicable)

The product that can be returned within 30 days after receipt must meet the following conditions:

  1. We accept returns postmarked within 30 days of the original purchase date. 
  2. Your item must be unused and in the same state as the received item.
  3. Include all original packaging and accessories (including all warranty cards and product manuals/instructions).
  4. The damaged item is damaged/broken or twisted upon arrival.
  5. The received product size/color is incorrect. 
  6. If you ordered the product by mistake or are not satisfied with the product, you can return the product for a full refund, and all shipping costs or other costs related to the order will be borne by you.

Non-refundable

  1. 30 days after receiving the product, we can’t offer you a refund or exchange.
  2. Items that have been opened and used are considered non-refundable. Please note that all returns must be in their original condition and packaging intact.
  3. If the customer refuses to sign for the order without reason, casetic.com will refuse to refund.
  4. If the customer chooses the wrong model, casetic.com reserves the right to refuse a refund.
  5. The customer must ensure that the shipping address is true and valid. If the order cannot be delivered due to an invalid address, Casetic will refuse to refund.
  6. We do not accept a returned item that's worn, damaged, or altered in any way. You need to pay the shipping cost due to the return.
  7. We need a receipt or proof of purchase, please do not return the purchased product to the manufacturer.

Notes:

  • Custom-order or personalized items do not have a right to 30 days refund.
  • To request further instructions on how to return your order, please email us.
  • Returns without prior communication with us will not be accepted. Please ask our customer service to make sure you send the package to the right address.
  • Please note that consumers need responsible for the return shipping fee. The specific fee should be based on the express company you choose.

Our Solutions

We'll give you a full refund or exchange if we're responsible for the issue, e.g. quality problems or items missing.

  1. If the buyer meets the above requirements, please send an email to service@casetic.com to contact us.
  2. Send us your tracking number, detailed information to describe the issue, and evidence of damage to the received item/package(picture or video). Your request will be processed and confirmed via email on working days usually within 72 hours.
  3. If the situation is true, we will send you an email and notify you of the refund information.
  4. If you need to return the goods, please return according to the requirements of the return policy. 
  5. Once your return is received and inspected your refund or exchange will be processed. Most returns or exchanges are processed within 5 business days after we receive your package. 
  6. If you require a refund, We’ll issue the refund to your payment account. If you require an exchange, we'll send out your new product.

Note:
Ideally, pictures/videos should be clear, focused, and should be taken at close range under good lighting conditions. This allows us to identify and verify the problem. We will try our best to help you. Thank you for providing all the above information. We will deal with it as soon as possible.

Refund (if applicable)

After receiving and checking your return order information, we will send you the refund information via email. It may take up to 20 working days after you return the item to receive the refund (in many cases, you will receive the refund as soon as possible). Will be returned to your original payment account.

Delay or omission of refund (if any)

  • If you have not received a refund, please check your bank account again.
  • Then contact your credit card company, it may take some time to officially issue a refund.
  • Next, please contact your bank. Refunds usually take some processing time.
  • If you have completed all of these operations but still have not received a refund, please contact us at service@casetic.com.

Return shipping fee

If the problem is caused by Casetic and the product you received is wrong, please return the product that cannot be opened in the same package you received and provide a copy of the invoice. After receiving the return, we will ship the correct product for you without paying additional shipping costs.

How long does the return process take?

Due to the large daily order volume, it may take up to 7 working days from the date we receive the returned product. We will notify you via email to confirm that your return order has been processed.

Depending on your location, the arrival time of the replacement product may vary. Please consider using a traceable transportation service or purchasing transportation insurance.

Note

  1. DO contact our customer service before returning. Casetic will not be responsible for any returning without notifying us.
  2. It will be highly appreciated that you contact our customer service for help before raising any dispute. We are always here to help and provide solutions.

For more information regarding the return policy, you can also contact us at service@casetic.com.

Address: No.308, Building 1, Hailun Hongguang LTL Logistics Park, No.68, VW South Road, Baojia Village, Changsha County, Hunan Province, China.