At Casowa.com, we strive to make your shopping experience as smooth as possible. While we take pride in the quality and authenticity of our products, we understand that certain circumstances may call for refunds, returns, or exchanges. If you have any questions, please contact our Customer Support team.

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1. Eligibility for Refunds & Returns

1.1 Time Frame

• Unopened products may be returned within 2 working days of delivery.
• Any request made after this period may be denied or subject to special approval.

1.2 Condition of Products

• Returned items must be in original packaging, undamaged, and completely unused.
• All accessories, manuals, and other components must be included.

1.3 Damaged Products on Delivery

• If your product arrives damaged, notify Customer Support within 24 hours of delivery.
• Once confirmed, Casowa will arrange a free replacement at no extra cost.

1.4 Pre-Approval

• All returns must be pre-approved by contacting Casowa’s Customer Support.
• We will provide instructions on how and where to ship your return.

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2. Non-Refundable & Non-Exchangeable Items

2.1 Personal Care, Food, & Medical Items

• For health, safety, and hygiene reasons, items like skincare products, personal hygiene items, medical supplies, food, and perishable goods are non-refundable and non-exchangeable.

2.2 Customized Goods

• Products made to order or customized based on your specifications cannot be returned or exchanged.

2.3 Electronics & Other Products

• Certain electronics and other products can be exchanged or replaced if they arrive faulty or damaged.
• Full refunds (in cash or via original payment method) are not issued unless explicitly stated otherwise or under special circumstances approved by Casowa.

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3. Pre-Order Cancellations

3.1 24-Hour Cancellation Window

• Pre-orders can be canceled within 24 hours of placing the order.
• After this window, the pre-order is final and non-refundable.

3.2 Import and Sourcing

• Once the 24-hour period passes, we initiate the import or local sourcing process specifically for you.
• Because these items are specially procured, they cannot be refunded or canceled beyond the initial timeframe.

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4. Refund Method

4.1 Store Credit

• Casowa does not issue monetary refunds except under rare or special circumstances.
• If a refund is warranted, it will typically be processed as store credit to use for future purchases on Casowa.com.

4.2 Exceptions

• In unique situations where a monetary refund is authorized, the payment will be refunded through the original payment method or an alternative method agreed upon by management.
• Such exceptions are at the sole discretion of Casowa and may require management approval.

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5. Return Shipping Costs

5.1 Casowa’s Responsibility

• If the return is due to an error by Casowa—incorrect item shipped, damage in transit, or product defect—we will cover the return shipping costs.

5.2 Customer’s Responsibility

• If you wish to return a product for personal reasons (e.g., change of mind), you are responsible for the return shipping fees.
• We recommend using a trackable shipping service and properly packaging the item to avoid damage during transit.

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6. Refund Processing Time

6.1 Prompt Processing

• We aim to issue store credit within 24 hours on a working day after verifying the returned product’s condition.

6.2 Verification

• Once the returned product is received, our team will inspect it to ensure it meets the return eligibility criteria (unused, undamaged, complete packaging).
• If approved, you will receive an email confirmation and/or notification on your Casowa.com account when your store credit has been successfully applied.

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7. Damaged or Incorrect Items

7.1 Immediate Notification

• If your item arrives damaged or is incorrect, please report it to us within 24 hours of delivery.
• Include clear photographic or video evidence of the damage or the incorrect product.

7.2 Verification & Resolution

• Our support team will evaluate the issue and provide next steps, which may include a free replacement or another suitable resolution.
• In confirmed cases of damage or incorrect shipment, Casowa covers the return shipping and/or replacement shipping costs.

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8. Additional Notes & Tips

8.1 Contact Customer Support Early

• If you suspect your item may need returning or replacing (due to damage, defect, or any other reason), contact us as soon as possible. Delays can complicate the return or exchange process.

8.2 Documentation

• Keep a record of your order number, purchase receipts, and any communication with our Customer Support. This helps expedite your return or refund process.

8.3 Policy Updates

• Casowa reserves the right to update or modify this Refund Policy at any time. Any significant changes will be posted on our website or communicated via email.

8.4 Legal Compliance

• This policy aligns with relevant consumer protection regulations; however, some local laws may grant additional rights to consumers. If you have questions about your legal rights, we recommend seeking counsel from a qualified legal professional.

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Contact Us

If you have further questions or need help with a return, exchange, or refund, please contact our Customer Support team at:

• Email: hello@casowa.com
• Phone: 030 2453145
• Live Chat: Available on WhatsApp and Casowa.com

We value your satisfaction and will do our best to resolve any issues as efficiently as possible. Thank you for shopping with Casowa.com!