Refund Policy

At Casivo, customer satisfaction is important to us. This Refund Policy explains the conditions under which returns and refunds are accepted.

Return Eligibility

Returns Requested on the Day of Delivery (Shipping Issues)

If a return request is submitted on the same day the order is delivered, and the issue is related to:

  • Shipping damage

  • Crushed or visibly damaged package

  • Wrong or missing item

→ Return shipping costs will be covered by Casivo.

For verification purposes, customers may be required to provide photo or video evidence of the unopened package.

Returns Requested Between 2–14 Days After Delivery

Returns requested within 2–14 days after delivery for non-defective items are considered discretionary returns.

→ Return shipping costs are the responsibility of the customer.

To be eligible for a return:

  • The item must be unused and in resalable condition

  • Original packaging and all included accessories must be returned

Returns sent without prior approval may not be accepted.

Return Process

Once your return request is approved:

  1. You will receive return instructions

  2. The item must be securely packaged and shipped using the provided guidance

  3. The product will be inspected upon arrival at our warehouse

If approved, refunds will be issued to the original payment method within 5–10 business days, depending on your payment provider.

For returns due to personal preference or non-defective items, return shipping costs are the responsibility of the customer.

Non-Returnable Items

For hygiene and safety reasons, the following items are non-returnable:

  • Opened or used products

  • Custom-made or personalized products

  • Products with damaged or missing packaging

  • Hygiene-related products (personal care items, pediatric products, etc.)

Any applicable exclusions will be clearly stated on the product page.

Exchanges

Exchanges are subject to product availability.
If the requested replacement item is unavailable, a refund will be issued according to this policy.

Damaged, Missing, or Incorrect Items

If your order arrives damaged, incomplete, or incorrect:

  • Notify us on the day of delivery

  • Provide photo or video evidence of the unopened package

  • Include your order number

In such cases, all applicable shipping costs will be covered by Casivo.

Contact

All shipping, return, and refund inquiries should be sent to:
📧 support@casivoshop.com

Our support team responds within 24 business hours, Monday through Friday.