Returns and the Perfect-Fit Promise

This draft document is prepared for review by the business owner and legal counsel prior to commercial launch.

Personalised items and change of mind

Every Cassien case is made to order in India, printed in powder-bed TPU and finished by hand. We hold no stock of finished cases.

Because each case is produced specifically for your selected handset model and personalised with your chosen colour, texture relief, and monogram lettering, personalised items cannot be returned or exchanged for change of mind. Once an order enters production, materials and machine capacity are dedicated to your case.

We encourage customers to verify their device model, chosen finish, and monogram characters carefully before completing checkout.

The Perfect-Fit Promise

While made-to-order items are not eligible for change-of-mind returns, we stand behind the fit and finish of every case. That is the Cassien Perfect-Fit Promise.

If your case does not fit your specified phone model correctly, or if it arrives with a manufacturing defect in material integrity, structural geometry, button responsiveness, or surface finish, we will remake your case free of charge.

The Perfect-Fit Promise covers:

• Dimensional variances that prevent the case from seating securely onto your phone.
• Misaligned cutouts for ports, speakers, microphones, or camera housings.
• Button covers that fail to actuate the underlying handset buttons cleanly.
• Structural defects such as fissures, delamination, or material flaws originating during additive manufacturing.
• Irregularities in the hand-finished surface that fall short of our finishing standard.

The Perfect-Fit Promise does not cover ordinary wear and tear, accidental drops, cosmetic abrasions sustained during use, exposure to extreme heat or corrosive chemicals, or orders where an incorrect phone model was selected by the customer at checkout.

How to report a fit issue or defect

To request a complimentary remake under the Perfect-Fit Promise, please submit your report within 7 days of parcel delivery.

Please follow these steps:

1. Send an email to our atelier team at atelier@shopcassien.com.
2. Include the words "Fit Promise" and your original order number in the email subject line.
3. Provide a concise description of the fit issue or manufacturing imperfection.
4. Attach clear photographs or a short video clip showing the case on your handset, illustrating the point of misalignment, loose fit, or surface defect.

We will reply to every report. When a fit discrepancy or material defect is confirmed, we initiate a priority remake in our production queue immediately at zero cost to you. In most circumstances, you do not need to return the original case to us. If we need the original case back to understand what went wrong, we will arrange a collection at no cost to you.

Order cancellations

You may cancel an order for a full refund if your cancellation request is received before production begins.

Production usually begins within a day of payment. Once selective laser sintering and powder-bed printing have begun in our atelier, physical raw materials and machine hours have been committed, and an order can no longer be cancelled or modified.

To request a pre-production cancellation, email atelier@shopcassien.com as quickly as possible with your order number and the word "Cancellation" in the subject line. If production has not yet started, our team will halt the order and process your refund immediately.

Refund processing and timelines

When a pre-production cancellation or monetary refund is approved by our atelier, the full amount paid is returned to your original payment method.

All electronic transactions are processed securely through our payment partner, Razorpay. Once our atelier authorises the refund through the Razorpay platform, Razorpay instructs your financial institution to execute the reversal.

Refunds typically reflect in your bank account, credit card account, or UPI-linked bank account within 5 to 7 working days following authorisation, depending on your card issuer or banking provider. Cassien does not issue cash refunds, store credit vouchers, or manual cheques.