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Refund Policy

Updated on: 31st August 2024.

Effective Date: 19th April 2020.

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1. Introduction

This Refund Policy outlines the terms and conditions under which Casantey processes refunds for products and services purchased from our website or through authorized sales channels. While we strive for customer satisfaction, this policy also ensures fair business practices and protection against fraudulent claims.

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2. Eligibility for Refunds

Refunds may be granted under the following circumstances:

2.1 Defective or Damaged Products

  • If you receive a product that is damaged or defective upon arrival, you are eligible for a full refund or replacement.

  • Notification must be made within 7 days of receipt.

  • Clear photographic or video evidence of the damage is required.

2.2 Incorrect Product Delivery

  • If you receive a product different from what you ordered, you are eligible for a full refund or replacement.

  • Notification must be made within 7 days of receipt.

2.3 Service Not Rendered as Described

  • If a service purchased from Casantey is not delivered as described, you may be eligible for a partial or full refund, depending on the extent of the discrepancy.

  • Refund requests must be submitted within 14 days of service completion.

2.4 Cancellation of Services

  • Certain services may be eligible for cancellation and a partial refund, subject to the terms of the specific service agreement.

  • Cancellations must occur within the period established in the service agreement.

2.5 Digital Products

  • Due to the nature of digital products (e.g., software downloads, e-books), refunds are limited to cases of proven technical defects that prevent access or usage.

  • Refund requests for digital products must be made within 48 hours of purchase, with supporting evidence of technical issues.

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3. Non-Refundable Items/Services

The following items/services are generally non-refundable:

  • Products damaged due to misuse, negligence, or accidents by the customer.

  • Products returned without original packaging or with missing components.

  • Services that have been fully rendered.

  • Customized or personalized products/services.

  • Digital products that have been downloaded or accessed, unless there is a proven technical defect.

  • Products that exceed the return window.

  • Shipping costs (unless due to an error on Casantey’s part).

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4. Refund Process

To request a refund, please follow these steps:

4.1 Contact Customer Support

  • Email our support team at refund@casanteyworld.com with your order number, a detailed description of the issue, and supporting evidence (photos, videos, etc.).

4.2 Provide Proof of Purchase

  • You must submit proof of purchase (receipt, invoice, or order confirmation) for verification.

4.3 Return of Product (If Applicable)

  • If a physical product needs to be returned, Casantey will provide return shipping instructions.

  • The product must be in its original condition and packaging.

4.4 Inspection and Approval

  • Upon receipt of the returned product or service dispute, we will inspect the item/issue.

  • We will notify you of approval or rejection within 10 business days.

4.5 Refund Issuance

  • If approved, your refund will be processed and credited to your original payment method within 10 business days.

5. Return Shipping

  • If the return is due to Casantey’s error (defective, damaged, or incorrect product), Casantey will cover the return shipping costs.

  • In all other cases, the customer is responsible for the return shipping costs.

6. Fraud Prevention & Discretion

  • Casantey reserves the right to refuse refunds if we determine that a request is fraudulent, abusive, or otherwise violates our policy.

  • Customers who repeatedly file fraudulent claims may be restricted from making future purchases.

7. Dispute Resolution

  • If you are dissatisfied with our refund decision, please contact our customer support team for further discussion.

  • We will attempt to resolve disputes fairly and efficiently.

8. Policy Modifications

  • Casantey reserves the right to modify or update this Refund Policy at any time without prior notice.

  • Any changes will be effective immediately upon posting on our website.

  • It is the customer’s responsibility to review this page periodically for updates.

9. Contact Information

For any questions or concerns regarding this Refund Policy, please contact our customer support team at finance@casanteyworld.com

user account.

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5. End of Service

If you have any questions or concerns regarding this Agreement, please contact us at legal@casantey.com.

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