Refund policy

RETURNS & REFUNDS POLICY

Last updated: 23.06.2026

At CASSIE, we want you to feel confident with your purchase. If something isn’t quite right, this policy explains when and how you can return an item.

 

1. Returns Eligibility

Due to the nature of cosmetic and beauty products, we can only accept returns if the item is unused, unopened, and in its original packaging.

You may request a return if:

  • The item is faulty or damaged on arrival
  • You received the wrong item
  • The product is unused, unopened, and in a resalable condition

For hygiene and safety reasons, we cannot accept returns on opened or used beauty products, unless they are faulty.

 

2. Faulty or Damaged Items

If your item arrives faulty or damaged, please contact us within 14 days of delivery.

Email customercare@bycassie.com with:

  • Your order number
  • A description of the issue
  • Clear photos of the product and packaging

We’ll review this quickly and, where appropriate, offer a replacement or refund.

 

3. Change of Mind (Unopened Products Only)

Under UK consumer law, you have the right to cancel your order within 14 days of receiving it, provided the product is:

  • Unopened
  • Unused
  • In its original packaging

You must notify us within 14 days and return the item within a further 14 days.

Return postage costs are the responsibility of the customer unless the item is faulty or incorrect.

 

4. How to Start a Return

To request a return, email customercare@bycassie.com with:

  • Your full name
  • Order number
  • Reason for return

We’ll provide return instructions once your request has been approved.
Please do not send items back without contacting us first.

 

5. Refunds

Once your return is received and inspected:

  • Approved refunds will be processed to your original payment method
  • Refunds typically appear within 5–10 working days, depending on your bank

Original shipping costs are non-refundable unless the return is due to a fault or error on our part.

 

6. Non-Returnable Items

For hygiene and safety reasons, we do not accept returns on:

  • Opened or used makeup or beauty products
  • Items damaged due to misuse
  • Gift cards or promotional items (if applicable)

 

7. Exchanges

At this time, we do not offer direct exchanges.
If eligible, please return your item for a refund and place a new order.

 

8. Contact Us

If you have any questions about returns or refunds, please contact:
customercare@bycassie.com