Refund policy

Refund Policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. How your return is handled depends on the reason for it.

Damaged, defective or wrong items
Please inspect your order upon reception. If your item arrived damaged, defective, not as described, or you received the wrong item, contact us within 30 days of delivery at cassetteque.support@gmail.com with your order number and photos of the issue. In most cases, we'll resolve this with a replacement, a partial refund, or a full refund — without requiring you to ship the item back.

Returns for any other reason
If you'd like to return your item for any other reason, you may do so within 30 days of delivery. To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You'll also need the receipt or proof of purchase.

Please note that returns are shipped to our fulfillment facility in China. Return shipping is the customer's responsibility and typically costs $20–$50 depending on your location. We recommend factoring this into your decision before requesting a return.

If your return is accepted, we'll send you a return address. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at cassetteque.support@gmail.com.

Exceptions / non-returnable items
Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You'll also need the receipt or proof of purchase. Return shipping to our facility in China is the customer's responsibility, as described above, except where the item arrived damaged, defective or incorrect.

Refunds
For damaged, defective or incorrect items, we will review your claim and photos and let you know the resolution, usually without the need to return the item.

For all other returns, we will notify you once we've received and inspected your return, and let you know if the refund was approved or not. If approved, you'll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.

If more than 15 business days have passed since we've approved your return, please contact us at cassetteque.support@gmail.com.

We reserve the right to determine the appropriate resolution based on the specific circumstances of each order.