Refund policy

Casscado Return, Refund and Cancellation Policy

Last updated: 20 August 2026

1. Seller information

Seller: Casscado 
Registered address: Italská 2581/67, 120 00 Praha 2 – Vinohrady, Czech Republic

This policy applies to purchases made through casscado.com, its subdomains, casscado.cz, casscado.sk, casscado.pl, casscado.de, casscado.co.uk and any other Casscado website that links to this policy.

Contact us using the email address associated with the website through which you placed your order:

This policy does not restrict any mandatory consumer rights available under the laws of the customer’s country of residence.

2. Cancelling an order before delivery

You may submit a cancellation or withdrawal request at any time before delivery through your Casscado customer account or by contacting the appropriate email address listed above.

If your order has not yet been processed or dispatched, we will normally cancel it and issue a full refund.

If your order has already been dispatched, we might be unable to stop the delivery. Your cancellation or withdrawal request will still be recorded, and we will provide instructions for returning the eligible products after delivery.

Submitting a cancellation request does not automatically change the status of an order. We will confirm whether the shipment can be stopped or whether the products need to be returned.

3. Failed age verification

Orders containing age-restricted products may require age verification through Adulto, Didit, a supported national verification service or an age check at delivery.

If age verification cannot be completed before dispatch, or if you do not meet the applicable minimum age, the affected order will be cancelled and any payment collected will be refunded to the original payment method.

If a parcel has already been dispatched and cannot be delivered because:

  • the recipient does not meet the applicable age requirement;
  • the recipient refuses or fails to present valid identification;
  • the recipient is not available for an age-verified delivery; or
  • false age, identity or delivery information was provided,

the parcel may be returned to us. Reasonable direct return or redelivery costs may be deducted from the refund only where permitted by applicable law.

If Casscado cancels an order because it cannot lawfully supply the product to the destination and the customer did not provide false or misleading information, the customer will receive a full refund.

4. Fourteen-day right of withdrawal

Consumers in the European Union generally have the right to withdraw from an online purchase without giving a reason.

The withdrawal period expires 14 days after the day on which you, or a person designated by you other than the carrier, physically receives the goods.

If one order is delivered in multiple parcels or on different days, the withdrawal period starts when the final item or parcel from that order is received.

UK consumers and consumers in other countries retain any cancellation and return rights provided by their applicable national laws.

For customers outside countries with a mandatory withdrawal right, Casscado voluntarily accepts requests to return unopened and eligible products submitted within 14 days of delivery, subject to this policy.

5. How to exercise your withdrawal right

To exercise your right of withdrawal, you must inform us of your decision before the withdrawal period expires.

You can do this by:

  • submitting a return or cancellation request through your Casscado customer account; or
  • sending a clear statement by email to the address associated with the domain through which you ordered.

Your request should include:

  • your full name;
  • your order number;
  • the products you wish to return;
  • the date the products were received; and
  • the email address used for the order.

You do not have to provide a reason for exercising a statutory withdrawal right.

We will confirm receipt of your withdrawal or cancellation request by email and provide the appropriate return instructions.

6. Model withdrawal form

You may use the following form, but its use is not mandatory:

To: Casscado , Italská 2581/67, 120 00 Praha 2 – Vinohrady, Czech Republic
Email: [insert the email address associated with the Casscado domain used for the order]

I hereby give notice that I withdraw from my contract of sale for the following products:

Order number:
Products:
Ordered on:
Received on:
Customer’s full name:
Customer’s address:
Customer’s email:
Date:
Signature, only when submitted on paper:

7. Return deadline and return address

After notifying us of your withdrawal, you must return the eligible products without undue delay and no later than 14 days after the date on which you notified us.

Please contact us before sending a parcel so we can provide the correct operational return address and return instructions.

The address shown on the original parcel or shipping label might belong to a carrier, fulfilment partner or collection facility and might not be able to process returns.

The registered address of Casscado s.r.o. is not necessarily the operational returns facility. If we do not provide a different return address within a reasonable period, you may return the products to our registered address.

Requesting return instructions helps us process your return but does not remove or restrict a mandatory withdrawal right.

We recommend using a tracked shipping method and keeping the receipt and tracking information until the refund has been completed.

8. Condition of returned products

You may inspect a product only to the extent reasonably necessary to establish its nature, characteristics and condition, in the same way that you could reasonably inspect it in a physical shop.

Eligible returned products should be:

  • unused;
  • undamaged;
  • complete;
  • returned with any accessories or instructions;
  • in their original product packaging where reasonably possible; and
  • returned with the manufacturer’s hygienic or tamper-evident seal intact where applicable.

Opening the external delivery carton does not make a product non-returnable.

You are responsible for any reduction in value caused by handling beyond what is reasonably necessary to inspect the product. Where permitted by law, an amount corresponding to that reduction in value may be deducted from the refund.

9. Opened and unsealed products

The withdrawal right does not apply to sealed goods that are unsuitable for return for genuine health-protection or hygiene reasons after their protective seal has been broken following delivery.

This exception may apply to:

  • nicotine pouches;
  • nicotine-free pouches;
  • caffeine or energy pouches;
  • oral-care products;
  • toothpaste;
  • mouth-contact products; and
  • other hygienically sealed consumable products,

but only where the product was supplied with hygienic or tamper-evident protection and that protection has been broken or removed.

For health, hygiene and product-safety reasons, we cannot resell cans or packages that have been opened, used or had their protective seal broken.

Unopened products with their original hygienic and tamper-evident seals intact may still be returned where a statutory or contractual return right applies.

These restrictions do not affect your rights if the product is defective, damaged, incorrect, unsafe or not as described.

10. Products that cannot be returned under voluntary withdrawal

Unless mandatory law provides otherwise, the following cannot be returned under a voluntary change-of-mind withdrawal:

  • opened or used oral pouches;
  • products with a broken hygienic or tamper-evident seal;
  • goods that deteriorate or expire rapidly;
  • personalized or custom-made products;
  • products damaged after delivery through misuse or improper storage; and
  • products returned incomplete or in a condition that creates a genuine health or safety risk.

Sale and discounted products are not automatically excluded from statutory withdrawal rights.

11. Multipacks and quantity discounts

Products purchased as a 5-can, 10-can or other discounted multipack should normally be returned as the complete multipack.

If applicable law permits a partial return from a multipack, the refund may be recalculated based on the price or discount applicable to the quantity retained by the customer, provided that the quantity-discount conditions were clearly disclosed at the time of purchase.

Opened or unsealed individual cans remain subject to the health and hygiene restrictions described above.

12. Return shipping costs

For a voluntary withdrawal or change-of-mind return, the customer is responsible for the direct cost of returning the products unless:

  • Casscado expressly agrees to pay the return cost;
  • the product is defective, damaged, incorrect or not as described; or
  • applicable law requires Casscado to pay it.

If a product is defective, damaged during delivery or incorrectly supplied, contact us before returning it. We may provide a return label, arrange collection or reimburse reasonable return-delivery costs.

Unauthorized express, premium or unusually expensive return-delivery costs might not be reimbursed where a reasonable standard tracked method was available.

13. Original delivery charges

When you validly withdraw from the complete order under a statutory withdrawal right, we will refund the cost of the least expensive standard delivery method offered for that order.

If you selected a more expensive express or premium delivery service, the additional amount above the standard delivery cost is not normally refundable.

Original delivery charges are not generally refunded when only part of an order is returned unless required by applicable law.

14. Refund timing

We will process an applicable refund without undue delay and within the period required by law.

For a statutory EU withdrawal, the refund will be issued no later than 14 days after we are informed of your decision to withdraw. However, we may withhold the refund until:

  • we receive the returned products; or
  • you provide reliable evidence that the products have been sent back,

whichever occurs first.

Refunds for cancelled orders that have not been dispatched will normally be initiated after cancellation is confirmed.

After Casscado issues a refund, the bank or payment provider may require additional processing time before the amount appears in your account.

15. Refund method

Refunds are issued to the original payment method unless we expressly agree to another method.

You will not be charged an administrative or refund-processing fee for exercising a statutory withdrawal right.

Currency-conversion differences or external bank fees may be applied by your bank or payment provider and are outside Casscado’s control.

16. Damaged products and delivery damage

If a parcel or product arrives damaged, contact us as soon as reasonably possible.

Please provide:

  • your order number;
  • a description of the damage;
  • photographs of the external parcel;
  • photographs of the shipping label;
  • photographs of the internal packaging;
  • photographs or video of the damaged product; and
  • the product’s batch, lot or expiry information where relevant.

Where possible, retain the damaged product and all packaging until we confirm whether they are required for a carrier investigation.

Reporting visible delivery damage within 48 hours helps us investigate with the carrier. Failure to report within 48 hours does not automatically remove any mandatory consumer rights.

17. Incorrect or missing products

If you receive an incorrect product, incorrect strength, incorrect flavour, incorrect quantity or an incomplete order, contact us promptly.

Do not open or use an incorrectly supplied product unless reasonably necessary for safety or identification.

Where the error is ours, we will provide an appropriate remedy, which may include:

  • sending the correct product;
  • supplying the missing item;
  • arranging a return at our cost;
  • providing a replacement; or
  • issuing a full or partial refund.

18. Defective or non-conforming products

Consumers are entitled to statutory remedies when products are defective, unsafe, damaged or do not conform to the contract.

When reporting a defect, please provide:

  • your order number;
  • the product name and variant;
  • a description of the problem;
  • photographs or video;
  • the batch or lot number;
  • the expiry or best-before date; and
  • information about how the product was stored.

Depending on the circumstances and applicable law, the remedy may include replacement, price reduction or refund.

A defect does not include:

  • normal consumption of the product;
  • personal dislike of a flavour or nicotine strength;
  • expected effects stated in the product description;
  • damage caused by improper storage;
  • use contrary to the manufacturer’s instructions; or
  • use after the expiry or best-before date where the issue results from that delay.

This section does not restrict mandatory legal-guarantee rights.

19. Uncollected and refused parcels

A parcel that is refused, not collected or returned after unsuccessful delivery is not automatically treated as a valid withdrawal notice. Contact us with a clear cancellation or withdrawal statement.

If a parcel is returned because of:

  • an incorrect or incomplete address supplied by the customer;
  • failure to collect it within the carrier’s collection period;
  • repeated unsuccessful delivery attempts;
  • refusal to complete a required age check; or
  • refusal of delivery without notifying us of withdrawal,

we may deduct reasonable direct return-delivery costs from the refund where permitted by law.

We will not deduct such costs when the failed delivery was caused by Casscado or the carrier and was not attributable to the customer.

20. Exchanges

We do not guarantee direct exchanges.

If you want a different product, flavour, strength or quantity, return the eligible product in accordance with this policy and place a new order.

Any replacement offered for a defective, damaged or incorrect product is separate from a voluntary exchange.

21. Late or missing refunds

If you have received confirmation that a refund was issued but cannot see it:

  1. Check the original payment method.
  2. Contact your bank or card provider because processing may take several business days.
  3. If the bank cannot locate it, contact the appropriate Casscado email address with your order number.

22. Complaints

Please send complaints to the email address associated with the Casscado domain through which you placed your order.

Include your order number and sufficient information for us to investigate the matter. We will attempt to resolve complaints fairly and within the timeframe required by applicable law.

Consumers may also seek out-of-court dispute.

Cross-border EU and EEA consumers may also seek assistance from the European Consumer Centres Network.

23. Contact

For cancellations, withdrawals, returns, damaged products or refund questions, contact:

Use the email address associated with the Casscado website through which the order was placed and include your order number.

Casscado 
Italská 2581/67
120 00 Praha 2 – Vinohrady
Czech Republic