The Casavida reserves the right to update the rules when necessary.
The updated version will be published on thecasavida.com with immediate effect. If you refuse to accept the policy, you are deemed to have waived the use of the services provided by The Casavida immediately.
All buyers or suppliers are deemed to accept the rules if they are using the services provided by The Casavida. The Supplier will publish their own Return & Refund Policy on the product detail page. The Casavidas’ policy shall prevail in case of conflict with Supplier's policy.
Before an order is shipped out, the buyer has the right to apply to cancel the order by clicking the "request refund" button in The Casavida buyer center, or by contacting The Casavida customer service to cancel the order.
Please note: some supplier policies do not accept order cancellations before the order is shipped. In this case, the supplier should agree or reject the cancellation request within 3 business days.
If the supplier cannot fulfill the buyer's order within the order processing time indicated on The Casavidas’ product page, under the condition but not limited to, no stock or, otherwise unavailable, the supplier has the right to cancel and refund the order.
For after-sales issues, buyers should file a return & refund request within 14 days of the delivery date. If the Return & Refund request filed exceeds 14 days, the supplier reserves the right not to provide any after-sales service.
Once the buyer submits the after-sales request, the buyer needs to provide evidence (as the clause states: within 14 days of the delivery date, submitting the claim together with compelling photo evidence,) to the supplier or The Casavida. If the buyer cannot provide compelling evidence within the order ‘after-sales period’ as the policy indicated, the supplier and or The Casavida has the right to reject the return and refund request.
The Casavida shall restrict the refund time and redelivery time under the condition, included but not limited to, the supplier's policy or The Casavida policy. If a refund or redelivery is agreed between supplier and buyer, supplier must refund not more than 30 business days, or for redelivery not more than 30 business days.
If the buyer receives goods which are clearly damaged or broken, they should apply for a refund within 14 days of the delivery date, submitting the claim together with compelling (photo) evidence.
If the goods need to be returned, the supplier has the responsibility to provide the buyer a prepaid address label within 10 business days to return said damaged/broken goods. The supplier should refund the buyer when the return shows as ‘in transit’ on the logistic website with the supplier's provided prepaid return label.
Whether the evidence is compelling or not will ultimately be determined by The Casavida.
The Casavida shall not require suppliers to warranty their products, nor dictate how they handle their warranties.
The Casavida shall not require any supplier to accept after-sale request for "non-defective remorse returns", supplier has the right to accept or reject the request as his policy shows and as shown on the The Casavida product page. The Casavida will abide by the supplier's policy under this condition.
If any supplier accepts the after-sale request for the reason type of "non-defective remorse returns" and requires to deduct a "restocking & repacking fee", under The Casavidas’ policy restriction, the "restocking & repacking fee" in total shall not exceed 35% of the total order price.
Under Various Circumstances:
The buyer has the right to apply for a full refund for the order that was not shipped out within the stated processing time (subject to the estimated processing time displayed on the order page).
Return & Refund Type | The Casavida Rules | |||
For Unshipped Orders | The Return & Refund request is made after the stated processing time. | The Casavida will refund the order. | ||
The Return & Refund request is made within the stated processing time. | The supplier has 10 business days to process the request after the buyer submits it. If the supplier fails to process (accept or reject) the refund request within 10 business days, The Casavida will refund the order Please note: Although the order is still within the stated processing time, any refund request needs to be processed within the time listed above. | |||
For Shipped Orders | The Return & Refund request is made after the order has shipped. | The supplier has 30 business days to process the request after the buyer submits it. If the supplier fails to process (accept or reject) the refund request within 30 business days, The Casavida will refund the order. | ||
If the package is sent back to the supplier during transit for any reason and the buyer applies for a refund, the supplier should refund within 30 business days of the refund request. Under the same cases, if the buyer requests redelivery, the supplier should begin redelivery within 30 business days of the request date.
If the package/goods are destroyed in transit, and buyer has proof from the logistics website such as but not limited to a screenshot from the logistics website that the order was destroyed, the supplier should refund the order within 30 business days of buyer's refund request, or for redelivery within 30 business days of the request.
If the buyer puts wrong receipt information on an order, the buyer should contact the supplier via "Contact Seller" or contact The Casavida customer service to request the supplier update the order with the correct receipt information.
Please note the receipt information correction or order cancellation are not guaranteed.
If the order has already shipped out, it is the buyer's responsibility to contact the logistics company with the correct information.
If the goods have been delivered to the wrong receipt, the buyer can attempt to send back the products at his/her own expense. If the goods are returned in good condition, the supplier shall refund the order within 30 business days of receiving the goods, at buyer’s refund request, or begin redelivery within 30 business days of receiving the goods. Please note: Additionally, the buyer will be responsible for the redelivery fee.
If the order cannot be corrected or returned, the buyer will bear the losses.
If the buyer detects any problem upon receipt (damaged package / significantly not as described / missing or wrong goods, or other quality problems), the buyer should provide a refund or redelivery request with valid proof (photos/videos of goods received that shows the problem clearly). After the buyer files their request on The Casavida website, the supplier should check the proof and give a response within 7 business days.
If the proof checked by the supplier is not showing the problem clearly and/or, the proof checked by The Casavida is not showing the problem clearly, the proof shall be deemed invalid and the supplier/The Casavida has the right to reject the buyer's refund request.
If the buyer's proof shows a problem clearly after being checked by the supplier/The Casavida, the proof checking time shall be not more than 7 business days. If the goods need to be returned to get a refund, the supplier should provide the buyer with a prepaid return label within 7 business days of proof approval and refund the order when the return shows ‘in transit’ on the logistics website when searched by the tracking number the buyer has uploaded within 14 business days. If the goods needn't be returned, the supplier should refund the order within 30 business days of the refund request.
If proof is valid and buyer requests redelivery, the supplier should redeliver within 30 business days of proof approval. Please note suppliers have the right to refund the order if the redelivery products are not in stock. Buyers are able to reorder products when the products are restocked.
6.1 Invalid tracking information
If The Casavida verifies the tracking number is wrong and the supplier fails to provide the correct one within 3 business days, The Casavida will refund the order.
6.2 Untimely Tracking Info Updates
If there is no update of the tracking info for more than business days after the shipping label is created,or it is not showing up on the logistic website and the buyer applies for a refund, The Casavida requires the supplier to refund the order within 30 business days of the buyers’ request.
Note: this clause is not applicable for special time/periods such as holidays, covid-19, abnormal weather, or other abnormal situations.
6.3 Too-long of Shipping Period
If the transit time exceeds the estimated delivery time by 10 days or more and the supplier fails to provide any valid tracking updated info, the buyer may apply for a refund. The Casavida requires the supplier to refund the order within 30 business days as buyer request.
Note: this clause is not applicable for special time/periods such as holidays, covid-19, abnormal weather, or other abnormal situations.
When encountering holidays, covid-19, abnormal weather, strike, or other abnormal situations, the buyer shall contact help@thecasavida.com or contact the supplier through their The Casavida account with the order "Contact Message" option to solve the goods or logistics issue.
The Casavida will try its best to assist buyers in these special circumstances in a timely manner. After notifying The Casavida, buyers should expect a decision from The Casavida on these types of issues within two weeks.
