We want you to be satisfied with your Casscado order. This page explains how cancellations, returns, damaged products and refunds are handled.
Cancelling an order
If you need to cancel or change an order, contact us as soon as possible and include your order number.
We will do our best to help, but an order cannot normally be changed or cancelled after it has been packed or transferred to the delivery carrier.
14-day right of withdrawal
Consumers in the European Union may withdraw from an eligible online purchase within 14 days of receiving the goods, without providing a reason.
To exercise this right, contact us within the 14-day period and clearly state that you wish to withdraw from the purchase. Please include:
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Your full name
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Your order number
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The products you wish to return
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The date on which you received the order
We will provide the appropriate return instructions and return address. Please do not send products to our office or registered address without first receiving return instructions.
Condition of returned products
Returned products must be unused, complete and, where applicable, in their original sealed packaging.
Nicotine pouches, caffeine pouches and similar oral-use products may not be eligible for return after their protective packaging or hygiene seal has been opened. This is because opened oral-use products cannot be resold for health and hygiene reasons.
Opening an external shipping box does not by itself remove your right to return eligible products.
Return shipping costs
Unless a product is incorrect, damaged or defective, the customer is responsible for the cost and safe delivery of the return shipment.
We recommend using a tracked delivery service. Casscado cannot be responsible for return parcels that are lost before reaching the designated return address.
Returns sent using cash on delivery will not be accepted.
Refunds
Once your withdrawal request has been accepted, the applicable refund will be issued within the legally required period. We may wait until we receive the returned goods or evidence that they have been sent.
For a complete withdrawal from an eligible order, the refund includes the price of the returned products and the cost of our least expensive standard delivery option. Additional costs for an upgraded or express delivery method are not refundable.
Refunds are normally made to the original payment method unless another method is expressly agreed.
Your bank or payment provider may require additional time to display the refund in your account.
Incorrect, damaged or defective products
If you receive an incorrect, damaged or defective product, contact us promptly. Ideally, please provide:
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Your order number
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A description of the problem
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Photographs of the product
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Photographs of the shipping packaging and delivery label
Do not discard the affected product or packaging until we have reviewed your request.
If the claim is accepted, we will arrange an appropriate solution, such as replacement, refund or reimbursement of reasonable return costs.
Nothing on this page limits any mandatory consumer rights available under applicable law.