Refund and Return Policy

Return, Replacement & Refund Policy – Casae

At Casae, we aim to provide a smooth and reliable shopping experience. Please review our policy below to understand how returns, replacements, and refunds are handled.

Returns & Exchanges

You may request a return or exchange within 24 hours of delivery if the product is:

  • Damaged
  • Defective
  • Incorrect (wrong item delivered)

Important Requirement:
To process any return request, you must provide a complete 360-degree unboxing video, clearly showing the product from all angles, along with supporting images (JPEG format) and your order details. Without this proof, requests cannot be approved.

We also allow partial returns, meaning you can return selected items instead of the entire order.

How to Request a Return

  • Submit your request via the Contact Us section with your order ID
  • Our team will arrange pickup within 4–5 business days
  • Refund or replacement will be processed after product inspection

Conditions Where Returns Are Not Accepted

Returns will be declined if:

  • The item is damaged due to improper use
  • The product is returned without proper packaging
  • The item shows signs of use or alteration
  • The request is raised after 24 hours of delivery
  • The item was received as a free or promotional product

Non-Returnable Categories

  • Products purchased using discounts or coupons (especially under hygiene-sensitive categories)
  • Items marked under special promotions or sale campaigns (as per offer terms)

Received a Damaged or Wrong Product?

Although we maintain strict quality checks, if you receive an issue with your order:

  • Contact our support team within 24 hours of delivery confirmation
  • Share the 360-degree unboxing video, images, and order details
  • We will arrange pickup within 4–5 business days

After inspection:

  • A replacement will be issued (subject to stock availability), or
  • A refund will be processed, or
  • Alternative products may be suggested

Partial Returns

Yes, partial returns are allowed depending on product eligibility. Ensure all components, accessories, and any included free items are returned together.

Refund Process & Timelines

Refunds are initiated once the returned product passes quality inspection.

Payment Method Timelines:

  • Online Payments (Card/Net Banking):
    Processed within 24–48 business hours after product receipt
    Reflection in account may take an additional 2–3 business days
  • Cash on Delivery (COD):
    Bank transfer initiated within 24–48 business hours after receiving product and bank details
    Credit may take 2–3 business days

In case of any discrepancy, we may request transaction proof such as a bank statement screenshot.

We may also offer refunds in the form of Casae store credits/coupons for future purchases.

Order Cancellation Policy (Prepaid Orders Only)

  • Within 24 hours of placing order:
    Full refund with no deductions
  • After 24 hours but before shipment:
    ₹99 processing fee will be deducted
  • After shipment:
    If the order is refused or returned (RTO), ₹149 will be deducted as handling charges

Refunds in such cases will be processed only after the product is returned and passes inspection.