Refund Policy

1. The Casilia 90-Day Money Back Guarantee

We're so confident your kitty will be happier and more energetic, all of our products are backed by a 90 day money back guarantee.

If you're not 100% satisfied with our product, simply contact our team and we'll refund your entire order.

Or if something isn't right, contact us and we'll deal with it for no additional charge.

How it works:

• The guarantee applies to every order, not just your first, and runs for 90 days from the day your order is delivered.
• It also applies to opened or partly used tubs. Give it a proper try; if it does not work for your cat, you are covered.
• To claim, email info@casilia.shop within the 90 days with your order number. No forms, no questions about why.
• We will tell you whether we need the product back. In most cases we do not; where we do, we will tell you where to send it.
• Your refund is paid to the original payment method, usually within 5 to 10 working days of our confirmation. Your bank or card provider may take a few more days to show it.

The guarantee is a voluntary promise from us and is in addition to, and does not affect, your statutory rights set out below.

2. Your statutory right to cancel (14 days)

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 you have the right to cancel your order, for any reason and without giving a justification, within 14 days of the day on which you (or a person you nominate, other than the carrier) receive the goods. If your order is delivered in several parcels, the 14 days run from the day you receive the last parcel.

How to cancel. Tell us by a clear statement before the 14 days end, for example by email to info@casilia.shop or by post to the address below. You may use the model cancellation form below, but you do not have to. To meet the deadline it is enough that you send your cancellation before the period expires.

Returning the goods. You must send the goods back to us without undue delay and in any event within 14 days of the day you tell us you are cancelling. Please contact us first so that we can give you the correct return address; we are unable to accept returns sent to our registered office. You are responsible for the direct cost of returning the goods. You are liable for any diminished value of the goods resulting from handling beyond what is necessary to establish their nature, characteristics and functioning.

Refund. We will refund all payments received from you, including the cost of delivery (except for any supplementary costs arising if you chose a type of delivery other than the least expensive type of standard delivery offered by us), without undue delay and in any event not later than 14 days after the day on which we receive the goods back, or, if earlier, the day on which you supply evidence of having sent them back. We will make the refund using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; you will not incur any fees as a result of the refund.

Exception: sealed goods. Our taurine powder is supplied in a sealed tub for health protection and hygiene reasons. Once the seal has been broken, the statutory right to cancel no longer applies to that tub (Regulation 28(3)(a)). The digital Feline Longevity Guide is excluded from the right to cancel once it has been downloaded with your acknowledgement. In both cases our 90-Day Money Back Guarantee above still applies, so you lose nothing.

Model cancellation form (complete and return this form only if you wish to cancel the contract):

To: Headway Commerce LLC, 30 N Gould St, Ste N, Sheridan, WY 82801, United States, email info@casilia.shop

I/We [*] hereby give notice that I/we [*] cancel my/our [*] contract of sale of the following goods [*]: ___________
Ordered on [*]/received on [*]: ___________
Name of consumer(s): ___________
Address of consumer(s): ___________
Signature of consumer(s) (only if this form is notified on paper): ___________
Date: ___________

[*] Delete as appropriate.

3. Damaged, faulty or incorrect items

Please inspect your order upon receipt and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. Under the Consumer Rights Act 2015 you are entitled to a replacement or a full refund, at no cost to you. A photo of the parcel and its contents helps us resolve it faster. Please do not dispose of damaged items until we have confirmed the next step.

4. Refused or undeliverable parcels

If a parcel is refused at the door or cannot be delivered because the address you gave was incomplete or incorrect, the carrier returns it to us. Once it arrives back we will either resend it (you will be asked to confirm the correct address) or refund the order. Please check your address carefully before completing checkout.

5. Tracking says "delivered" but the parcel is missing

Please check with household members, neighbours and any safe place first; carriers sometimes mark a parcel delivered shortly before it arrives. If it has not turned up within two working days, email us with your order number. We will open an enquiry with the carrier and, if the parcel cannot be located, send a replacement or refund you.

6. Lost or delayed parcels

If your tracking shows no movement for seven working days, or your parcel has not arrived within the delivery time stated in our Shipping Policy, contact us. We will investigate with the carrier and, if the parcel is lost, send a replacement or refund you in full.

7. Exchanges

The fastest way to ensure you get what you want is to contact us about the item you have; once we have agreed a refund or return, you can place a separate order for what you need.

8. Chargebacks

If something is wrong with your order, please contact us before raising a chargeback with your bank or card provider. We resolve almost every issue within a day or two, and a chargeback often takes weeks to conclude and can delay your refund.

9. How and when refunds are paid

All refunds are made to the original payment method. Once we have confirmed your refund, it is usually processed within 5 to 10 working days. If more than 15 working days have passed since our confirmation and you have not received your refund, please contact us at info@casilia.shop.

10. Changes

We may update this policy from time to time. The version published at the time of your order applies to that order.

11. Contact

Headway Commerce LLC
30 N Gould St, Ste N
Sheridan, WY 82801
United States
Email: info@casilia.shop