Refund policy

Casscado Refund & Returns Policy (EU)

Last updated: 2 March 2026
Seller (Legal entity): Casscado s.r.o.
Registered address: Italská 2581/67, 120 00 Praha 2 – Vinohrady, Czech Republic
Support: hello@casscado.com or hello@casscado.[TLD]

1) Scope

This policy applies to consumer purchases made through the Casscado online store in the EU/EEA. Mandatory consumer rights under applicable law always apply.

2) Right of withdrawal (14 days)

If you are a consumer, you have the right to withdraw from your purchase within 14 days without giving any reason.

  • Deadline: 14 days from the day you (or a person you choose) receive the goods. If goods are delivered in multiple parcels, the period starts when the last parcel is received.

  • To exercise withdrawal, you must notify us with a clear statement before the deadline (email is sufficient).

Send withdrawal requests to: hello@casscado.com or hello@casscado.[TLD]
Include: order number, items, and your contact details.

Model withdrawal notice (copy/paste):

To: Casscado s.r.o., Italská 2581/67, 120 00 Praha 2 – Vinohrady, Czech Republic, hello@casscado.com
I hereby give notice that I withdraw from my contract of sale of the following goods: [order number + items].
Ordered on / received on: [date].
Name: [name]. Address: [address].
Date: [date].

3) Returns process (handled via wholesale partners)

Returns are processed through our wholesale partners. To ensure your return reaches the correct facility and is processed, you must request a return first.

Return Authorization (RA) required:

  • Email us to obtain a Return Authorization (RA) and the correct return address.

  • Do not return items to the address printed on the parcel label unless we confirm it in writing.

  • Returns sent without RA or to the wrong address may be delayed or may not be processed.

4) Return shipping deadline

After you notify us of withdrawal, you must send the goods back within 14 days.

5) Condition of returned goods (strict, lawful)

You may inspect goods as you would in a physical store. Returns under withdrawal are accepted only if:

  • Goods are returned unused, clean, and in resalable condition;

  • Clothing has original tags/labels attached where applicable;

  • All parts/accessories/instructions are included;

  • Furniture is returned securely packaged to prevent transport damage (and disassembled if it was delivered disassembled).

If goods are handled beyond what is necessary to establish their nature/characteristics/functioning, we may deduct an amount for diminished value from the refund (e.g., worn clothing, stains/odors, scratches, missing hardware).

6) Return shipping costs (strict)

  • For withdrawal returns, you pay return shipping.

  • If the item is defective, damaged on arrival, or incorrect, we will cover reasonable return costs or provide another appropriate remedy depending on the situation.

For bulky items (furniture), return shipping can be expensive. If you ask us to arrange pickup through a partner, we will provide the cost in advance and it may be deducted from the refund where permitted.

7) Refund timing & method

If you withdraw, we refund:

  • the item price, and

  • the cost of standard outbound delivery (the least expensive standard delivery option offered at checkout),

within 14 days from the day we receive your withdrawal notice. We may withhold the refund until we receive the returned goods or you provide proof of dispatch (tracking), whichever happens first.

Refunds are issued to the same payment method unless agreed otherwise.

8) Exchanges

We generally do not offer direct exchanges. If you need a different size/color, the usual process is to return (if eligible) and place a new order.

9) Exclusions from the withdrawal right

The right of withdrawal does not apply to:

  • Made-to-order or clearly personalised goods (custom sizes, fabrics, finishes, dimensions),

  • Sealed hygiene goods once unsealed after delivery (only where applicable to the product category).

10) Damaged, defective, or wrong item

If your order arrives damaged/defective/incorrect, contact us at hello@casscado.com or hello@casscado.[TLD] with your order number and photos/video.

  • For transit damage, please report as soon as possible (ideally within 48 hours of delivery) to support carrier claims.

11) Legal guarantee (EU)

EU consumers benefit from the legal guarantee of conformity (at least 2 years, subject to local rules). If goods are not in conformity, you may be entitled to repair or replacement and, where appropriate, price reduction or refund.