Refund policy

Return & Refund Policy

Returns at Cassivel

At Cassivel, we aim for your complete satisfaction. If you are not happy with your purchase, or if you ordered the wrong size, you can return or exchange your order within 14 days of receipt.

General Return Conditions

Returns are accepted within 14 days of receiving the product. The product must be unused, undamaged and in its original packaging. Please include the original receipt or proof of purchase.

Returns must be sent to our international distribution centre, which is located outside the United Kingdom, in China. The exact address will be provided once you have contacted our customer service. Any international shipping costs, customs duties or other charges are the responsibility of the customer.

What Conditions Apply?

Incorrectly ordered products can be returned, provided they are unused and in their original packaging. Unfortunately, returns are not possible for custom-made products.

Do I Have to Pay for Return Shipping?

Yes, the cost of return shipping is the responsibility of the customer. We recommend sending your return with track & trace, as we cannot be held responsible for lost returns.

Can I Return the Product Without Contacting You First?

No, please contact us before returning anything. The return address may differ from the address your original order was shipped from.

My Order Is Damaged — What Should I Do?

Please send us a photo or a short video that clearly shows the damage or quality defect, preferably recorded on a flat surface so that both the brand logo and the defect are visible. This information helps us process your complaint quickly and improve our processes. Please contact us within 14 days of receiving the damaged product.

Returning in 4 Easy Steps

  1. Send an email to info@cassivel.co.uk to notify us of your return and receive return instructions.
  2. Read the return conditions carefully before sending the product back to our return address.
  3. Pack the item carefully and make sure the parcel has a tracking number.
  4. Send your order to the return address provided. Once we have approved your return, we will refund the purchase amount within 10 working days to your bank account or via the original payment method.

Exchanging in 4 Easy Steps

  1. Send an email to info@cassivel.co.uk. Please provide photos or a short video of the defective product, along with a short description of the issue.
  2. Our team will assess the product based on your photos/videos.
  3. After approval, we will send you a replacement product.
  4. Our customer service team will provide you with track & trace information for the new shipment.

Refunds

Once we have received your return and confirmed that the products are unused and undamaged, we will refund the full amount to your original payment method. After sending your return, please contact us with the tracking information so that we can start the refund. The amount will be refunded within 10 working days of your return being approved.

Contact Us

Have any questions? You can always get in touch with us:

  • Store name: Cassivel
  • Contact form: Click here
  • Phone: +31 6 13795114
  • Email: info@cassivel.co.uk
  • Correspondence address: Pekstraat 2, 8211 AB, Lelystad, Netherlands
  • Chamber of Commerce (KVK) number: 90142349
  • VAT number: NL004792383B64

Customer service opening hours:

  • Monday to Friday: 09:00 – 20:00
  • Saturday and Sunday: 09:00 – 16:00