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Return, Exchange and Refund Policy

 

Return and Exchange Validity Period
You have the right to request a return or exchange within 14 days after signing for the receipt of the products. If 14 days have passed since the delivery of your purchase, unfortunately, we cannot offer you a refund or exchange.

Return and Exchange Conditions
To be eligible for a return or exchange, the item must be in the same condition that you received it. We accept returns or exchanges under the following circumstances:

  • Appearance Issues: The product has visible scratches, dents, or cosmetic damage upon arrival.

  • Quality Issues: The product is defective or does not function as intended.

  • Sensory Issues: The product has a strong, unpleasant odor or severe color differences compared to the website description.

  • Incorrect Item: You received a product that does not match your order (wrong model, size, or type).

  • No Reason (Change of Mind): You simply changed your mind. In this case, the item must be unused, uninstalled, and in its original packaging.

Return Process

  • Contact us to request a return via email at customer@casafento.com or by calling +1 (845) 857-2080. You must provide your order number, proof of payment, reason for the return, and relevant videos or photos showing the issue.

  • Our customer service team will process your application immediately. If approved, we will inform you via your contact method and provide you with the return address.

  • You need to ship the product back to our designated return address and wait for us to receive it.

  • Once received, we will immediately inspect the product to verify if it matches the reported situation. If the inspection is successful, we will immediately arrange your refund. For more information regarding refunds, please refer to the Refund Process.

Exchange Process

  • Contact us to request an exchange via email at customer@casafento.com or by calling +1 (845) 857-2080. Please provide your order number, proof of payment, reason for the exchange, and relevant videos or photos.

  • Our customer service team will process your application immediately. If approved, we will inform you via your contact method and provide you with the return address.

  • You need to ship the product back to our designated return address and wait for us to receive it.

  • Once received, we will immediately inspect the product. If the inspection confirms the issue, we will arrange for the new product to be prepared within 1-3 business days. The estimated delivery time for the new product is 5-8 business days to your address. For more details on shipping, please refer to our Shipping Policy.

Refund Process

  • Refund Method: Refunds will be returned to the original bank card (Visa, MasterCard) account used for payment.

  • Arrival Time: Depending on the processing efficiency of different card issuers, we estimate the refund will arrive within 1-5 business days. If you have not received it after this period, please contact us for assistance.

Fee Rules

  • Our Responsibility: For returns or exchanges caused by appearance issues, quality issues, strong odors/severe color differences, or incorrect items sent, the shipping costs will be borne by us.

  • Your Responsibility: For "No Reason" returns or exchanges (change of mind), the shipping costs for returning the item must be borne by you.

Return Label
For your convenience, a return label is included inside every package. You may use this label to facilitate your return process.

Liability Statement
We are not liable for any damage to the product caused by improper use, improper assembly by the customer, or failure to follow the maintenance instructions. We are not responsible for packages lost during the return transit if you choose your own shipping method without tracking. This policy does not limit any consumer guarantees to which you are entitled under applicable laws.

Order Cancellation
Added Clause: If you wish to cancel an order, you must contact us before the item has been shipped. If the order is cancelled successfully before shipment, a full refund will be processed immediately. If the item has already been shipped, you must follow the standard "No Reason" return process upon receipt.

Damaged in Transit
Added Clause: If the packaging is clearly damaged upon delivery, please inspect the goods in the presence of the carrier if possible. If the product inside is damaged, please refuse the shipment or report it to us immediately with photos of the damaged packaging and product.

Contact Us
If you have any questions regarding this Return and Refund Policy, please contact us:

Address: 4936 W ADAMS ST APT 1, CHICAGO, IL 60644, US
Phone: +1 (845) 857-2080
Email: customer@casafento.com
Service Hours: Monday to Friday, 9:00 AM to 6:00 PM (Australia/Sydney, AEST/AEDT)