Refund and Returns Policy
At Casetro, customer satisfaction is our top priority. We strive to deliver high-quality products that match your expectations. However, if there are any issues with your order, we’re here to help.
1. Eligibility for Returns
We accept returns under the following conditions:
Defective Products: If your item is damaged, misprinted, or defective upon arrival.
Incorrect Orders: If you receive a product that doesn’t match your order details (e.g., wrong design or model).
Customization Errors: Only if the error is caused by Casetro or our production partner.
2. Non-Returnable Items
The following items are not eligible for return:
Customized products where the design matches the details provided by the customer.
Products that have been used, altered, or damaged after delivery.
3. Timeframe for Returns
Returns must be initiated within 14 days of receiving your order.
Any requests made after this period may not be eligible for a return or refund.
4. Refund Process
If your return is approved, you may choose from the following options:
Replacement: A new product will be shipped to you at no additional cost.
Refund: Your payment will be refunded to the original payment method. Refunds typically take 5–7 business days to process.
5. Steps to Request a Return or Refund
Contact Us: Email support@casetro.com with the following details:
Order number.
Description of the issue.
Photos of the defective or incorrect product.
Approval: Once your request is reviewed, we will confirm if it qualifies for a return or refund.
Return Shipping: For approved returns, we’ll provide instructions on shipping the item back. Return shipping costs may apply unless the issue was caused by us.
6. Cancellations
Orders can be canceled within 24 hours of placement for a full refund.
Once production begins, cancellations are not possible due to the custom nature of our products.
7. Damaged or Lost Packages
If your package is damaged in transit, please report the issue within 7 days of receiving it.
For lost packages, contact us so we can work with the carrier to resolve the issue.
We’re committed to making things right. If you have any questions or concerns, feel free to reach out at support@casetro.com.
Thank you for choosing Casetro – we appreciate your trust in us!