Refund policy

We have a 14-day refund policy, which means you have 14 days after receiving your item to request a refund. We operate a no-physical-return policy — you never need to ship anything back to us.

To start a refund request, you can contact us at contact@shopkaseo.com or use the withdrawal form on our website. Requests made without first contacting us cannot be processed.

You can always contact us for any refund question at contact@shopkaseo.com.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. Email us within 14 days of delivery with your order number, a short description of the issue, and clear photos and a short video showing the problem. Once we've verified the issue, we'll send a free replacement or a full refund — your choice. Claims without supporting photos and video cannot be processed, and we reserve the right to decline claims we reasonably believe to be fraudulent.

Exceptions / non-returnable items
Because every item is made to order, we do not offer change-of-mind refunds outside the European Union and the United Kingdom — refunds are available only for damaged, defective, wrong or lost items as described above. Gift cards are non-refundable. Please get in touch if you have questions or concerns about your specific item.

Exchanges
The fastest way to ensure you get what you want is to request a refund for the item you have (where eligible), and once approved, make a separate purchase for the new item.

European Union and United Kingdom 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union or the United Kingdom, you have the right to cancel your order within 14 days of receiving it, for any reason and without a justification. You do not need to return the item — simply notify us at contact@shopkaseo.com, via the withdrawal form on our website, or using the model withdrawal form below, and we will refund all payments including standard delivery costs.

Refunds
We will notify you once we've reviewed your request and let you know if the refund was approved. If approved, you'll be automatically refunded on your original payment method within 14 days of your request. 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 refund, please contact us at contact@shopkaseo.com.

Nothing in this policy limits your statutory rights as a consumer, including the 2-year legal guarantee that applies in the EU.

Model withdrawal form
(complete and return only if you wish to withdraw from the contract)
— To: KASEO, contact@shopkaseo.com
— I/We hereby give notice that I/we withdraw from my/our contract of sale of the following goods: [...]
— Ordered on [date] / received on [date]
— Name and address of consumer(s)
— Signature (only if this form is notified on paper), Date