Terms of service

Casscado Terms of Service

Last updated: 20 August 2026

1. Seller information

The seller and operator of the Casscado online store is:

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

These Terms apply to:

  • casscado.com and its subdomains;
  • casscado.cz;
  • casscado.sk;
  • casscado.pl;
  • casscado.de;
  • casscado.co.uk; and
  • any other Casscado website or national domain that links to these Terms.

Customer-service email addresses:

Customers should normally use the email address associated with the website through which the order was placed.

2. Application of these Terms

These Terms govern access to Casscado websites and purchases from Casscado s.r.o.

By placing an order, you agree to these Terms, our Return and Refund Policy, Shipping Policy and Privacy Policy.

If you are a consumer, nothing in these Terms restricts any mandatory consumer rights provided by the laws of your country of residence.

Unless otherwise agreed in writing, our online store is intended for consumers purchasing products for personal use rather than commercial resale.

Shopify provides the e-commerce platform used to operate the store. The seller under the purchase contract is Casscado s.r.o., unless a different seller is expressly identified before checkout.

3. Minimum age

Nicotine products are strictly intended for adults.

To access age-restricted areas or purchase nicotine products, you must:

  • be at least 18 years old; (21 in USA)
  • meet any higher legal age applicable in your country of residence or delivery country;
  • be legally permitted to purchase, possess and receive the product; and
  • not purchase the product for, or transfer it to, a minor.

Both the purchaser and the intended recipient must meet the applicable age requirement.

You must not provide false age, identity or delivery information, allow another person to complete verification on your behalf or purchase age-restricted products for a minor.

Casscado may prevent access, reject an order, cancel an order or restrict an account if these requirements are not met.

4. Age verification

Casscado may verify a customer’s age when the customer:

  • enters an age-restricted part of the website;
  • creates an account;
  • adds an age-restricted product to the cart;
  • proceeds through checkout;
  • completes an order;
  • receives the parcel; or
  • collects the parcel from a collection point.

Depending on the customer’s country and the available national services, age verification may be performed using:

  • Adulto, including supported national electronic identity or age-verification methods;
  • Didit, where a suitable national verification method is unavailable; or
  • another equivalent provider identified during the verification process.

Verification may involve date-of-birth information, electronic identity confirmation, an identity document, a photograph, facial age estimation or another legally accepted method.

Age-verification information is processed in accordance with our Privacy Policy and the privacy information displayed by the verification provider.

If you refuse verification, cannot complete it, provide inconsistent information or do not meet the applicable minimum age, we may reject or cancel the affected order.

If payment has already been collected, it will be refunded to the original payment method. Reasonable direct return costs may be deducted only where the parcel was already dispatched, the failed delivery was attributable to the customer and the deduction is permitted by law.

Successful age verification does not authorize a purchase or delivery that is otherwise prohibited by applicable law.

5. Products and health information

Casscado may sell products including:

  • nicotine pouches;
  • nicotine-free pouches;
  • caffeine or energy pouches;
  • oral-care products;
  • toothpaste;
  • accessories; and
  • other consumer products.

Nicotine warning: Nicotine products contain nicotine, which is a highly addictive substance. These products are intended only for adults. Keep them out of the reach of children and pets.

Nicotine products sold by Casscado are not medicinal products, medical advice or smoking-cessation treatments unless expressly identified otherwise.

Products containing caffeine are not recommended for children, pregnant or breastfeeding persons, or people sensitive to caffeine. Follow the instructions and warnings printed on the product and do not exceed the recommended intake.

Do not use a product if its packaging or hygienic seal is damaged. Read the ingredients, nicotine or caffeine strength, usage instructions, allergens and safety warnings before use.

Anyone with a medical condition, taking medication or uncertain whether a product is suitable should consult a qualified healthcare professional.

6. Product information

We make reasonable efforts to provide accurate product descriptions, ingredients, strengths, pouch counts, weights, dimensions, images, prices and availability information.

Manufacturers may change packaging, colours, graphics, recipes or product presentation. Product images are therefore illustrative unless expressly stated otherwise.

Information printed on the physical product, including its ingredients, nicotine or caffeine content, warnings, allergens, expiry date and usage instructions, takes precedence over an outdated product image.

If the delivered product materially differs from its description or appears incorrectly labelled, do not use it and contact us.

Minor packaging changes that do not materially alter the ordered product do not automatically make the product defective.

7. Product availability and geographic restrictions

A product being displayed on a Casscado website does not necessarily mean it is available for lawful sale or delivery in every country.

We may restrict particular products, payment methods or delivery destinations based on:

  • local legislation;
  • product prohibitions;
  • licensing or registration requirements;
  • permitted nicotine or caffeine levels;
  • age-verification requirements;
  • carrier restrictions;
  • customs requirements; or
  • other legitimate compliance reasons.

Different products may therefore be available in different Casscado markets.

We may reject or cancel an order if the sale, import, export, delivery or possession of the relevant product is prohibited or cannot lawfully be completed.

Customers must not circumvent geographic restrictions by:

  • providing a false delivery address;
  • misrepresenting their country of residence;
  • using a parcel-forwarding service to reach a prohibited destination;
  • redirecting a parcel to a restricted country; or
  • providing false information about the intended recipient.

Casscado remains responsible for its own obligations under applicable law. This section does not transfer Casscado’s legal compliance responsibilities to the customer.

8. Placing an order

Products, quantities and prices are displayed in the cart before checkout.

Before submitting an order, you are responsible for checking:

  • the selected product;
  • flavour and strength;
  • quantity or multipack size;
  • delivery address;
  • billing information;
  • destination country; and
  • contact details.

Submitting an order constitutes an offer to purchase the selected products.

You must provide complete, current and accurate information. Contact us immediately if you notice an error after submitting your order.

9. Contract formation

An automated message acknowledging receipt of an order does not necessarily mean that the order has been accepted.

A purchase contract is formed when we explicitly accept the order or confirm its dispatch, whichever occurs first.

Before acceptance, we may reject an order for legitimate reasons, including:

  • failed age or identity verification;
  • a legally restricted product or destination;
  • payment failure;
  • suspected fraud or unauthorized payment;
  • unavailable stock;
  • an incorrect or incomplete address;
  • an obvious pricing or product-information error;
  • unusually large quantities suggesting unauthorized resale; or
  • inability to fulfil the order lawfully.

If we reject or lawfully cancel an order after payment has been collected, the applicable amount will be refunded to the original payment method.

10. Prices, currencies and taxes

Prices are displayed in the currency selected for the relevant market.

The total price, applicable VAT or other taxes, delivery costs and other mandatory charges are displayed before the customer submits an order.

For deliveries involving customs or import procedures, additional import VAT, customs duties or carrier-handling fees may apply. These charges will be displayed at checkout where Casscado collects them.

Where import charges are not collected at checkout, the recipient may be responsible for paying them to the relevant authority or carrier, provided this was disclosed before purchase and permitted by law.

Currency conversion may be performed by Shopify, the payment provider or the customer’s bank. The final amount charged by an external payment provider may be affected by its exchange rate or fees.

11. Pricing errors

We attempt to ensure that prices and product information are accurate.

If a price is clearly and objectively incorrect, we may reject the order before it is accepted.

If an obvious error is identified after acceptance, we will contact the customer and resolve the matter in accordance with applicable law. We will not substitute a different product or charge a higher price without the customer’s agreement.

Mandatory consumer rights concerning pricing errors remain unaffected.

12. Payment

Available payment methods are displayed at checkout.

Payments may be processed by Shopify Payments or another payment provider. Payment providers may require additional security checks, including:

  • 3D Secure authentication;
  • billing-address verification;
  • identity verification; or
  • fraud-prevention checks.

You confirm that you are authorized to use the selected payment method.

If payment fails, is reversed or cannot be authorized, we may suspend processing or cancel the order.

13. Fraud prevention

We may review an order before dispatch where there are reasonable indicators of fraud, unauthorized payment, identity misuse or delivery risk.

We may ask the customer to verify information associated with the order. Any request will be limited to information reasonably necessary to investigate the transaction.

We may cancel an order where fraud or unauthorized payment is reasonably suspected. This does not affect the customer’s right to challenge an incorrect decision or exercise mandatory consumer rights.

14. Promotions, discount codes and multipacks

Promotions, discount codes, bundle prices and multipack discounts are subject to the conditions displayed with the offer.

Unless otherwise stated:

  • discount codes cannot be exchanged for cash;
  • multiple discount codes cannot be combined;
  • discounts apply only during the advertised period;
  • discounts apply to the specified products and quantities;
  • a 5-can or 10-can price applies only when the corresponding variant is selected; and
  • returning part of a quantity-based offer may affect the applicable discount.

If applicable law permits a partial return from a discounted multipack, the refund may be recalculated based on the price applicable to the quantity retained, provided that the discount conditions were clearly disclosed before purchase.

15. Delivery

We deliver only to countries and through delivery methods available at checkout.

Delivery dates are estimates unless expressly guaranteed. Delivery may be affected by carrier capacity, public holidays, customs procedures, weather, strikes or other circumstances outside our reasonable control.

Orders may be delivered in multiple parcels.

The customer is responsible for providing a complete and accurate delivery address, including a valid name, street address, postal code, country, email address and telephone number where required by the carrier.

Further information is contained in our Shipping Policy.

16. Age verification at delivery

Age-restricted orders may require age-verified delivery.

The carrier or collection-point operator may require the recipient to:

  • be personally present;
  • present valid government-issued identification;
  • satisfy the applicable minimum age requirement; and
  • provide a signature.

A parcel may be refused or returned if the recipient cannot complete the required age check.

Where the failed delivery is attributable to false information, refusal to verify age or absence during the carrier’s permitted delivery attempts, reasonable direct return or redelivery costs may be charged where permitted by law.

17. Transfer of risk

For consumer orders, the risk of accidental loss or damage generally passes to the customer when the customer, or a person designated by the customer other than the carrier, physically receives the goods.

This does not restrict rights relating to damaged, lost, incorrectly delivered or non-conforming products.

18. Order cancellation

You may submit a cancellation or withdrawal request at any time before delivery through your Casscado customer account or by contacting the relevant customer-service email.

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

If the order has already been dispatched, we might be unable to stop the parcel. The withdrawal request will still be recorded, and we will provide return instructions where the products are eligible for return.

Submitting a cancellation request does not automatically change the order status. We will confirm whether the shipment can be stopped or whether it must be returned.

19. Withdrawal and returns

Consumers retain all withdrawal and return rights provided by applicable law.

EU consumers generally have the right to withdraw from an online purchase within 14 days after receiving the final item in the order.

UK consumers and consumers in other jurisdictions retain any equivalent or additional rights provided by national law.

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

This may include opened or unsealed:

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

Opening the external delivery carton does not constitute unsealing the product.

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

These restrictions do not affect rights relating to products that are defective, damaged, incorrect, unsafe or not as described.

Complete instructions are contained in our Return and Refund Policy.

20. Defective, damaged or incorrect products

Customers are entitled to statutory remedies when goods are defective, damaged, incorrectly supplied or do not conform to the purchase contract.

Contact us and provide:

  • the order number;
  • a description of the problem;
  • photographs or video of the product and packaging;
  • the batch or lot number where relevant; and
  • the expiry or best-before date where relevant.

Depending on the circumstances and applicable law, the remedy may include replacement, supply of a missing product, price reduction or refund.

Normal consumption, personal dislike of a flavour, expected nicotine effects, improper storage or use contrary to the manufacturer’s instructions does not automatically constitute a defect.

Statutory legal-guarantee rights remain unaffected.

21. Product storage and responsible use

Products must be stored and used according to the manufacturer’s instructions.

Nicotine and caffeine products must be kept out of the reach of children and pets.

Customers must not:

  • transfer age-restricted products to minors;
  • exceed the recommended intake;
  • use damaged, contaminated or expired products;
  • use products contrary to their instructions; or
  • use products for an unlawful purpose.

If an adverse reaction occurs, stop using the product and seek appropriate medical advice. In an emergency, contact the relevant emergency service or poison-control service.

22. Customer accounts

You are responsible for maintaining the security of your customer account and access to your email address.

You must notify us if you believe your account has been accessed without authorization.

We may restrict or suspend an account where reasonably necessary to prevent fraud, protect customers, enforce age restrictions or comply with the law.

Account suspension does not remove mandatory rights relating to existing orders.

23. Prohibited website use

You must not:

  • use the website for illegal or fraudulent activity;
  • impersonate another person;
  • purchase age-restricted products for a minor;
  • interfere with the website’s operation or security;
  • attempt unauthorized access;
  • introduce viruses or malicious code;
  • scrape or copy website content for unauthorized commercial purposes;
  • use automated purchasing tools without permission;
  • submit false reviews or complaints; or
  • infringe intellectual-property rights.

We may restrict access where reasonably necessary to prevent such conduct.

24. Intellectual property

Casscado’s brand, website design, photographs, text, graphics, videos and other store content are owned by or licensed to Casscado.

Content may not be copied, republished, distributed, sold or commercially exploited without written permission, except where permitted by law.

Third-party product names, logos and trademarks belong to their respective owners. Their appearance on Casscado does not transfer any ownership rights.

25. Third-party services and links

The store may use or link to third-party services, including:

  • Shopify;
  • payment providers;
  • Adulto;
  • Didit;
  • carriers;
  • fulfilment partners; and
  • external websites.

Third parties may have their own terms and privacy policies.

Casscado is responsible for its own obligations as the seller but is not responsible for independent third-party websites or services outside Casscado’s reasonable control.

Nothing in this section limits Casscado’s responsibility for selecting and using service providers as required by applicable law.

26. Privacy

Personal data is processed in accordance with our Privacy Policy.

To process orders and provide services, Casscado may share necessary information with Shopify, payment providers, fraud-prevention services, fulfilment partners, carriers, Adulto, Didit and other service providers.

Age-verification providers may process age, identity-document, electronic-identity, photograph or facial age-estimation information, depending on the verification method and country.

Where possible, Casscado receives only the verification result, reference and limited information necessary to demonstrate compliance rather than a complete copy of the customer’s identity document.

27. Limitation of liability

Nothing in these Terms excludes or limits liability where doing so would be unlawful, including liability for:

  • fraud or intentional misconduct;
  • death or personal injury caused by negligence;
  • gross negligence where applicable;
  • defective-product liability that cannot legally be excluded; or
  • mandatory consumer rights.

Subject to applicable law, Casscado is not responsible for losses caused by:

  • use contrary to the product label;
  • providing false age, identity or delivery information;
  • unauthorized transfer of products to minors;
  • unlawful import, redirection or resale by the customer;
  • improper storage after delivery; or
  • circumstances outside Casscado’s reasonable control.

28. Events outside reasonable control

We are not responsible for a delay or failure caused by events outside our reasonable control, including:

  • carrier disruptions;
  • customs delays;
  • severe weather;
  • natural disasters;
  • strikes;
  • war;
  • civil unrest;
  • governmental restrictions;
  • interruption of payment or communications systems; or
  • significant supply-chain disruption.

This does not remove any right to a refund or other remedy where such a right is provided by mandatory law.

29. Changes to these Terms

We may update these Terms to reflect changes in our products, services, technology, business operations or applicable law.

The Terms applicable to an order are generally the version in force when the order was placed.

Changes will not retroactively remove or reduce mandatory rights relating to an existing order.

30. Severability

If a provision of these Terms is found to be invalid or unenforceable, the remaining provisions will continue to apply.

The invalid provision will be interpreted or replaced to the minimum extent necessary to make it lawful while preserving its intended purpose.

31. No waiver

If we do not immediately enforce a provision of these Terms, this does not mean that we waive the right to enforce it later.

Any waiver must be explicit and applies only to the specific circumstances for which it was given.

32. Governing law

These Terms and purchase contracts with Casscado are governed by Czech law.

If you are a consumer residing in another country, this choice of law does not remove mandatory consumer protections granted by the law of your country of residence.

The competent courts will be determined according to applicable consumer and jurisdiction rules.

33. Complaints and dispute resolution

Please contact us first so that we can attempt to resolve a complaint directly.

Consumers may also seek out-of-court dispute resolution through:

Cross-border consumers in the EU or EEA may seek free assistance from the European Consumer Centres Network.

34. Policy translations

These Terms may be provided in multiple languages for Casscado’s national websites.

The version presented to the customer during checkout forms part of the purchase information for that order.

Translations must not be interpreted in a way that removes mandatory consumer rights. If wording is unclear, it should be interpreted consistently with applicable consumer law.

35. Contact

Questions about these Terms, products or orders should be sent to:

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

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