Refund Policy
PLEASE NOTE: WE DO NOT OFFER FREE RETURNS—RETURN SHIPPING COSTS APPLY.
RETURNS
Can I return my order?
Yes, returns are possible.
If you are not satisfied with the items you have ordered, you may return them within 30 days of receipt, provided the following conditions are met:
- The item must be returned with all original parts, components, and packaging in the same condition as it was received.
- The product must show only signs of normal handling—any breakage due to careless handling will not be accepted.
- Any items where hygiene is a concern must be thoroughly cleaned before returning.
- If the item is found to be defective upon arrival, you must notify us immediately.
- The customer is responsible for all return shipping costs.
- The return process will be completed within 7 working days after receiving the item. If all conditions are met, the return will be officially acknowledged within this period.
We reserve the right to refuse returns if we suspect that items have been used, damaged, or altered in any way that is not due to our fault.
How do I return my order?
If your order meets the return conditions, follow these steps to initiate a return:
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Send an email to: support@kaseylondon.com
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Include the following information in your email:
- Order number
- Reason for return request
- Photo of the product (in case of breakage or defect)
- Your first and last name
- Your full address
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Wait for our response. We will provide you with the correct return address. Do not return items to the sender address—we will provide the appropriate return address after reviewing your request.
Customers are responsible for the cost of return shipping.
ORDER CANCELLATION POLICY (STORNOBAU)
Under consumer protection regulations, you have the right to cancel your order if you are a private individual purchasing for non-commercial or non-professional purposes.
Cancellation Period
You may cancel your order within 14 days from the day you (or an authorized recipient) receive the last item in your order.
However, as KASEY LONDON operates on a fully automated system, all orders are processed immediately upon purchase. We cannot stop an order once it has been placed. Cancellation is only possible after receiving the order.
How to Request a Cancellation
To request a cancellation, you must inform us via email at support@kaseylondon.com with a clear statement of your decision to withdraw from the contract.
Important:
- Cancellation is only valid once we have received the returned goods.
- The customer is responsible for return shipping costs.
Orders in Transit
As our products ship from Asia, transit times may be longer than usual. If your order has already been dispatched, cancellation is not possible until the order has been received.
- Please wait until you receive the goods before returning them to us.
- You may notify us in advance if you intend to cancel.
- To speed up the return process, please provide us with a shipping confirmation once you send the return package.
Refund Process
If you cancel your order and return the goods:
- We will refund all payments received from you excluding delivery costs (and any additional charges for express or premium shipping options).
- Refunds will be processed within 14 days from the date we receive your cancellation request and the returned goods.
- The refund will be issued using the same payment method you used for the original transaction unless agreed otherwise.
RETURN ADDRESS
ALL RETURNS MUST BE SENT TO OUR CENTRAL WAREHOUSE IN ASIA AT THE CUSTOMER'S EXPENSE.
For any questions regarding our Returns & Cancellation Policy, please contact us at: