Refund policy

Returns

What should I do if I receive a faulty, incorrect, or defective item?
At Casence, we thoroughly inspect every order before shipping. However, if you receive a damaged, incorrect, or defective product, please notify us within 24-48 hours of receiving your order by emailing us at support@casence.in. Include the following details:

  • Your order number
  • A description of the issue
  • Clear images and a short video of the damaged or incorrect product

Damage & Missing Item Reporting Policy

Customers are required to report any damaged, defective, incorrect, or missing items within 24 hours of delivery.

To raise a claim, customers must provide clear unboxing video evidence and relevant photographs showing the issue.

Please note that if a damage, defect, or missing item complaint is reported after 24 hours from the delivery time, Casence reserves the right to reject the claim or escalation at its sole discretion, as the issue cannot be independently verified after the reporting window has expired.

By placing an order with Casence, customers acknowledge and agree to this policy.

Can I return a product if I donโ€™t like it?
Yes, you can return a product within 7 days of receiving your order if it doesnโ€™t meet your expectations. Please email us at shop@casence.in with the reason for your return.

To process your return, ensure the following:

  1. Contact us within 7 days of receiving the product.
  2. Ship the product at our warehouse with proper packing & provide tracking details for your return shipment within the same 7-day period.
  3. Provide tracking details for your return shipment within the same 7-day period.

Note:

  • Tracking details are essential to monitor the return shipment.
  • Return shipping costs are borne by the customer.
  • Standard Shipping Charges will be deducted Rs.99.
  • We are not liable for goods lost or damaged in transit.
  • If customer wants to Exchange they have to bear the Reshipment Charges of Rs.99

  • Please note that your refund/replacement will be initiated only after a thorough quality check of the returned products. If the products are not in appropriate condition, the company reserves the right to withhold the refunds/replacement.ย 

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How to Return

  1. Email us at shop@casence.in with your order number and the reason for return. We will provide the return address.
  2. Pack the item(s) securely in the original packaging and write your order number on the outside of the package.
  3. Ship the return package using a traceable carrier and share the tracking details with us at shop@casence.in.
  4. Upon receiving your package and verifying its condition, we will promptly initiate the refund process.

Refunds

Refunds will be processed & Credited within 1-3 business days of receiving and verifying the returned product by orignal payment method.

  • For Prepaid Orders,refunds will be credited to your original form of payment.
  • For COD orders, refunds will be processed via VOUCHER CODE.