Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at kasasagi.xyz (at) gmail.com. Please note that returns will need to be sent to the following address: 

Avda Federico García Lorca 13,
Escalera 4, 7º B
18014
Granada

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. 

You can always contact us for any return question at kasasagi.xyz (at) gmail.com.


Damages and issues

Please inspect your order upon delivery and contact us within 30 days of delivery if your item is defective, damaged, or incorrect.

In these cases:

  • We may request photos for initial verification.

  • We may require the item to be returned to our address in Spain before issuing a refund or replacement.

  • If the issue is confirmed, return shipping costs will be covered by us.


Exceptions / non-returnable items
Certain types of items cannot be returned, such as perishable goods (food, flowers, plants), personal care goods (beauty products), or items that have been used, worn, washed, or damaged by the customer. Items must be returned in unused, unworn condition. Items showing signs of use may be refused or refunded partially. We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item. 

Sale items follow the same return rules as regular items, except where legally permitted.


Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Return shipping costs are the responsibility of the customer, except in cases of defective, damaged, or incorrect items.

 

Replacements

If you request a replacement due to a defective, damaged, or incorrect item, the original item must be returned to us before a replacement is issued.

We will provide instructions and the return address in Spain.
Once the returned item is received and verified, we will ship the replacement at no additional cost.

 

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.


Non-Delivery

If an order is confirmed as not delivered (lost, blocked, or not delivered within 30 calendar days from purchase), no return is required.
You may choose a full refund or a replacement.


Refunds

Refunds or replacements may require the return of the original item.
Refunds are processed only after the returned item has been received and inspected, unless the return is not reasonably required (e.g. confirmed non-delivery).

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. 

If more than 15 business days have passed since we’ve approved your return, please contact us at kasasagi.xyz (at) gmail.com.