Refund policy

RETURN AND REFUND POLICY

Last updated: 21 August 2026

  1. RIGHT OF WITHDRAWAL

If you are a consumer in the European Union, or in another jurisdiction granting an equivalent right, you may withdraw from your online purchase without giving a reason within 14 calendar days.

The withdrawal period begins on the day on which you, or a third party indicated by you other than the carrier, acquire physical possession of the goods.

If one order is delivered in separate parcels, the period begins when the final parcel or item is received.

  1. HOW TO REQUEST A RETURN

Before the withdrawal period expires, send an unequivocal statement to:

support@cassdenandco.com

Please include your name, order number, the product concerned and confirmation that you wish to withdraw from the purchase.

You may use the model withdrawal form provided in our store, but its use is not mandatory.

We will acknowledge your request and provide the appropriate return instructions and authorised return address for the product.

Products may be fulfilled by different suppliers or logistics centres. Therefore, do not return an item to our registered office, a supplier, manufacturer or an address shown on the parcel unless our customer-service team has expressly instructed you to do so.

Cassden & Co will always provide a workable return route for eligible products.

  1. RETURNING THE GOODS

Unless we offer to collect the goods, you must send them back without undue delay and no later than 14 calendar days after informing us of your decision to withdraw.

Products should be returned with all supplied accessories, instructions and components.

You may inspect and handle a product only to the extent reasonably necessary to establish its nature, characteristics and functioning. You may be responsible for any diminished value caused by handling beyond what would normally be permitted in a physical shop.

  1. RETURN COSTS

For a change-of-mind withdrawal, the customer bears the direct cost of returning the goods unless Cassden & Co agrees otherwise or failed to provide legally required information about that cost before purchase.

The authorised return destination and applicable instructions will be provided before the product is sent back.

Where a product cannot normally be returned by post, any legally required estimate of the direct return cost will be disclosed before purchase.

If an item is defective, damaged in transit, unsafe, materially different from its description, incorrect or sent in error, Cassden & Co will bear the reasonable return or collection cost.

  1. REFUNDS

We will reimburse all payments received for the withdrawn product, including the cost of the least expensive standard delivery method offered for the order.

Extra delivery costs resulting from the customer choosing a more expensive delivery method are not reimbursed.

The refund will be made without undue delay and no later than 14 calendar days after we are informed of the decision to withdraw.

We may withhold reimbursement until we receive the goods or until the customer provides evidence that they have been sent back, whichever occurs first.

Refunds are made using the original payment method unless the customer expressly agrees otherwise. No refund fee will be charged.

  1. EXCEPTIONS TO THE RIGHT OF WITHDRAWAL

The statutory right of withdrawal does not apply where a legal exception covers the purchase, including:

• Goods made to the consumer’s specifications or clearly personalised.

• Sealed goods that are not suitable for return for genuine health-protection or hygiene reasons once the seal has been broken, including qualifying cosmetics or personal-hygiene products.

• Goods liable to deteriorate or expire rapidly.

• Goods that, after delivery and because of their nature, have become inseparably mixed with other items.

• Other cases in which mandatory consumer law expressly excludes the right of withdrawal.

An exception will be applied only when all its legal requirements are met. Opening ordinary outer packaging does not automatically remove the right of withdrawal.

  1. DAMAGED, INCORRECT OR NON-CONFORMING GOODS

Inspect your order after delivery and contact support@cassdenandco.com as soon as reasonably possible if an item is damaged, incorrect, unsafe or not as described.

Please provide your order number and, where useful, photographs of the product and packaging.

Requesting prompt notification does not shorten or waive any statutory right.

We will provide an appropriate remedy, which may include repair, replacement, price reduction or refund, as required by applicable law.

  1. LEGAL GUARANTEE

For goods sold by a Spanish trader, Cassden & Co is responsible for a lack of conformity that exists at delivery and becomes apparent within the applicable statutory period.

Under current Spanish law, the statutory conformity period for new goods is three years. Consumers resident in other countries retain any mandatory local rights that also apply.

Remedies required by law are provided free of charge.

  1. CANCELLATION BEFORE DISPATCH

You may request cancellation before an order is fulfilled or dispatched.

We will try to stop fulfilment, but cancellation cannot be guaranteed once processing has begun. If the order has already shipped, the withdrawal procedure described above applies.

  1. CONTACT

Customer service: support@cassdenandco.com

Cassden & Co is operated by COMPAÑÍA BALLENITA 98, S.L., NIF B81983686, with registered office at Calle Tomillo, 22, 45280 Olías del Rey, Toledo, Spain.