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Refund policy

Please review these policies carefully as they are the terms of sale that govern your purchases at Casemoro.com. They set out your rights and obligations with respect to your purchases, including important limitations and exclusions. Your placement of an order at Casemoro.com constitutes your agreement that these policies apply to the order, so be certain you understand them before you place your order.

Return Postage

We will afford the return postage (from your country to our company), your return postage will be paid by PayPal refund (If you are willing, you can request for equal volume of cash coupon which can be used in your next order). We do not afford the return postage of packages which do not meet our policy or agreement.

Missing item or get wrong item

When you (buyer) get the package, if you find there are some items missing from your order or we sent you incorrect items, please keep all the items in original condition and also keep the packing stuff, weigh all the items together with packing, then take some photos of them and send us the photos by email. Please contact us within 7 days after receipt of package. We will investigate the case when we get your email. If the case is true, we will send you the missing item or the correct item (sometimes you may be requested to return the incorrect item). 
After receiving the incorrect product, please kindly provide us with proofs as below: 
* The photos or video of the incorrect item(s) 
* The photos, video or screen shot showing the malfunction of the defective item(s)

Get damaged items, DOA (dead on arrival)

When you (buyer) get the package, if you find the item is damaged (cracked) in appearance, immediately contact the carrier and us. If the item does not work (DOA), please take photos of the item including package and send us the photos by email, please contact us within 7 days after receipt of package. Once the case is clarified, we will resend you a good item. Sometimes for DOA item, you may be requested to return it. 
In this case, please kindly provide us with proofs as below: 
* The photos of original Casemoro.com package with front and back sides 
* The photos or video of the defective item(s) 
* The photos, video or screenshot showing the malfunction of the defective item(s)

Item is defective under warranty

There is 30 days warranty (upon receipt of the parcel) for most of our items (physical damage or incorrect use excluded), if your item is defective during warranty, you can return it for repair or exchange. Please contact us prior to return item, we do not accept any un-allowed package, and please pack the item well when you return it. 
After returning the defective product, please kindly provide us with proofs as below: 
* Photos of the front and back of the packaging envelope or box 
* Partial shipment slips (if applicable) 
* Photo, video, screenshot, or description of the defective item 
* Photo, video, screenshot, or description of the defect or defective area

Return Unsatisfied Products

If you are not happy for any reason with your purchase, then just return it within 14 days of receipt for a full refund or an exchange. If the return is not a result of our error, customers will be required to cover shipping cost both ways. And please make sure the items you send back to us is in the original packaging, and the merchandise is in the same condition.

Return shipping method 
For the replacement, we will send it out in the shipment ways we selected.

Customers will only be charged once at most for shipping costs (this includes returns); No restocking fee to be charged to the consumers for the return of a product.

HOW LONG IS THE RETURNS PROCESS?

Processing returns may take up to 3-5 business days from the day we receive your return. We will email you to confirm once your return has been processed. 
For returned items, a full refund will be credited for defective products. For non-defective items, refund excludes all shipping and handling fees. 



WHEN WILL I RECEIVE MY REFUND?

All refunds will be credited to your original form of payment. 
If you paid by credit or debit card, refunds will be sent to the card-issuing bank within 14 business days of receipt of the returned item or cancellation request. Please contact the card-issuing bank with questions about when the credit will be posted to your account. 
If you haven't received a credit for your return yet, here's what to do: 
Contact the bank/credit card company. It may take some time before the refund is posted to your account. 
If you paid by PayPal, the refund is available in 2-3 business days.

HOW DO I CHANGE OR CANCEL MY ORDER? 
Please contact us as soon as possible if you need to modify or cancel your order. Make sure to provide your order number and the modification you would like to make and we’ll confirm once the modification has been made. Please note that any orders that have already been packed or shipped cannot be modified or canceled.

Contact us 
If you have any further question about our return policy, please feel free to contact us via email support@casemoro.com

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