What is your return / refund policy? Providing a good customer service is our goal. It goes without saying that a happy customer is a returning customer so please contact us if there's any problem.
Situation 1: If for any reason you are not completely satisfied with a product, you may return it and we will issue a full refund or a replacement.
Go to your account and select Returns and fill te required information. Simply return it carefully packaged in the same condition as received.
- The full amount of your order will be refunded at the same day of receiving the returned products. - The recipient or purchaser will be responsible for all return shipping and insurance fees. - It is advisable to obtain proof of postage from the postal service used, as pictures of the items before packaged to prove their integrity in case of damage during returning shipment. - Any taxes or customs fees charged in customs is customer responsabilitie and there will be no refund refering to that matter. By law charges for customs clearance must be borne by the recipient; we have no control over these charges and cannot predict what they may be. we have no control over these charges and cannot predict what they may be. Customs policies vary widely from country to country; you should contact your local customs office for further information.
Situation 2: If you receive an order with a mistake that kasefazem is responsible or if it was damage in transit.
- Please send us an email with clear pictures so that another one can be sent asap to replace it the faulty product.
Situation 3: Item not received.
- If your package is mark as delivered by carrier but you didn´t receive it, please contact us. We will need to fill a complain to postal inspector in both ends. Please send us a copy of the complain document provided by postal service. A replacement will be send asap.
- If your package is long overdue, please contact your local post offices to try to locate the package as it is always faster when is done on the receiver country. Due to reasons that are beyond our control as for example weather conditions, changes in postal service or customs, there may be sometimes delay on delivery and can range between 2 and 6 weeks. No refunds or replacements will be made before these period as expired.
Please Take Note: Shipping is made to the address provided by you and there will be no refunds, only re-shipping on your expense for items that was returned to us. - Please be sure your adress is correct
Personalization is made accordeling to what you write.
- We always try to correct any misspeling, but we are portuguese and due to language barrier and to the hight amount of orders we have, we use copy/past, so we may not be aware if there is a mistake. That being said, it is your responsability to ensure the correct spelling.
- Check regularly the status of your package on your country post mail website. - In case that you're not at home at time of delivery a notice will be left by the carrier. Please understand that is buyer responsibility to contact carrier to redelivery or pick up at the local post offices in time manner.
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