Product Return/Exchange and Refund Policy – Casablanca Puff

PRODUCT RETURN/EXCHANGE AND REFUND POLICY

Thank you for choosing Casablanca Puff. We value your business and want to ensure your satisfaction. Please review the following policies regarding product returns, exchanges, and refunds carefully:

Return Policy

You may return unopened products (or items containing a reasonable amount of the unused product), in original packaging within 60 days from the date of purchase, for a refund of the purchase price. Only unopened or minimally used items in their original packaging are eligible for a refund. If you have any questions about whether your opened product qualifies for a return or refund, please contact our customer service representative at [email protected], and we will be happy to assist you.

Return Processing

To initiate a product return, please contact us and submit a return merchandise authorization (RMA) request. In cases of damaged or defective items, we may request pictures of the merchandise before issuing an RMA number. For returns of promotional items, all items included in the promotion (free gift, etc.) must be returned. Failure to return a promotional item included in the original transaction will result in a deduction of the promotional item’s value from the refund amount (excluding shipping charges). Customers are responsible for shipping charges for non-defective returns, and shipping charges are non-refundable.

Damaged Items

If you receive a damaged item, please report the issue to customer service within 48 hours of delivery to receive a replacement item. We only replace items that are defective or damaged, and exchanges are only provided for the exact item purchased, unless the item is no longer available. If a defective item is returned and shows signs of being dropped or physically damaged, resulting in the defect, a 25% restocking fee will be applied.

Exchange Policy

You may expedite an exchange by placing a new order and returning the unwanted merchandise. To expedite the exchange, place the new order and inform the customer service agent assigned to your original claim about the new invoice number. The cost of the new order will be borne by you, and once the unwanted item(s) are returned to us, we will refund you for the item(s) (excluding shipping charges). 

Warranty Information

Disposable CBD Pens Warranty: Exchanges are only accepted within 14 days of the originally received package, based on the tracking delivery date. Please contact us immediately within 14 days to report a defective CBD pen.

How to Request a Return/Exchange/Refund

Contact us via the Contact Us page to verify that your item is eligible for return before proceeding. We will provide you with details on the next steps.

Repackage the item, including all original parts, packing materials, and instructions. Ensure that everything is returned exactly as it was sent to you. Poor repackaging or the return of damaged merchandise may result in refusal of your return and loss of any refund or replacement item. Items being returned must be unused and undamaged to qualify for a refund. Do not send items back in a regular envelope, as this is insufficient packaging and may cause items to be lost or damaged in transit. Padded envelopes or boxes are required, and USPS provides them free of charge when using Flat Rate Priority Mail.

Include a copy of the original Packing List in the package, and indicate whether you would like a refund for the item or if you prefer to receive a replacement.

For defective returns, you will receive a prepaid return label. For non-defective returns, you will need to send the package back to the address provided in the email from us.

Refunds will be processed within 2 to 5 business days of receiving the returned items and will be applied directly to the original payment method used for the purchase.

Please note that refunds may take up to 5 business days to fully process after initiation. Refunds can only be issued to the original form of payment for the corresponding order.