Do you have a refund policy or exchange policy?
At Casing Studio, we want you to love our products as much as we do, which is why we stand behind the quality of our products and guarantee our workmanship 100%. We have very low return rates and we’re proud of the high-quality products that we offer. However, from time to time, products may be defective or may be damaged in shipping. If an item arrives and is defective, broken, or otherwise not in usable condition, first we will attempt to replace that item for you free of charge through our exchange policy. If we are unable to offer a replacement due to lack of supply, we will instead offer a refund. Products being requested for an exchange or refund due to defects must be unworn/unused, in their original condition and be sent back with their original packaging, if necessary.
At the time you place an order, you will be asked to confirm all the details regarding the item’s size, design, spelling, etc. Therefore, we do not accept exchanges or refunds for your selection of incorrect items, sizes, designs, etc. If you have any questions about placing an order, please contact us so we can make sure you are satisfied with your purchase.
How do I claim an exchange or refund?
To claim an exchange or refund on an item as specified above, the first thing you need to do is contact us at (firstname.lastname@example.org) within 48 hours of receiving your order. Sometimes we do not require you to return the damaged item to us in order to receive a replacement or refund, so it’s important that you contact us first. If we do require you to return the damaged item, we will issue you a Return Merchandise Authorization (RMA). Our products must be returned in their original condition with the original packaging.
We will then provide you with our return address where the returned items will be inspected to see if you qualify for a return. Damaged merchandise or merchandise that does not meet the requirements listed in section 2 cannot be refunded or exchanged.
Do I have to pay for the shipping of my return or exchange?
You are responsible for all return shipping costs and we recommend that you send your return with a tracking number because unfortunately we cannot be responsible for lost returns.
When will I receive my refund or exchange?
A full refund (or a replacement product) will be issued after we have received, inspected and confirmed that the returned products meet the qualifications to be refunded or exchanged. Do take note sometimes we do not require you to return the damaged item to us in order to receive a replacement.
May I make a refund or exchange without contacting you or getting an RMA?
No. You must contact us prior to sending your return.
Please note that refunds for merchandise returned without contacting us will be denied as returns cannot be accepted at our warehouse facility.
How may I contact you?
You may contact us by e-mail at email@example.com, and we will reply to you within 24 hours.
Can I cancel an order?
Because we process our orders at the warehouse at the end of every day, if you want to cancel an order you’ve just placed, please notify us by 8:00PM (GMT+8) on the same day that you placed your order. If you contact us to cancel your order later than this, it may have already been sent to the warehouse for processing and shipping, at which point we may be unable to cancel the order. You may send any cancellation requests by e-mail to firstname.lastname@example.org.