Terms & Conditions
Returns & Exchanges
Returns
- Returns may be requested within 14 days of receiving your order, subject to the following conditions:
- Items must be unused, in their original condition, and returned with all original packaging, tags, and accessories intact.
- Returns are accepted for full-priced items only. Items purchased during sales, promotions, or with discounts are not eligible for change-of-mind returns.
- Proof of purchase is required for all return requests.
- Return shipping costs are the responsibility of the customer unless the item received is defective or incorrect.
- All returns are subject to inspection and approval by CASMO. Approved refunds will be issued to the original payment method.
Exchanges
We do not currently offer direct exchanges.
If you would like a different size, colour, or product, simply request a return for your original purchase and place a new order for your preferred item.
To initiate a return or for further assistance, please contact [email protected].
Warranty
Every CASMO luggage purchase comes with a 5-year limited warranty, covering manufacturing defects in materials and workmanship under normal use.
The warranty is valid for the original purchaser and begins from the date of purchase.
What's Covered
- Cracks or breaks in the luggage shell resulting from manufacturing defects.
- Defective wheels, handles, or telescopic handles that affect normal functionality.
- Zipper defects resulting from manufacturing faults.
- Other manufacturing defects confirmed upon inspection by CASMO.
What's Not Covered
- Cosmetic damage, including scratches, scuffs, dents, stains, discolouration, and general wear and tear.
- Damage caused by airlines, baggage handlers, or third-party transportation services.
- Accidental damage, misuse, improper handling, overloading, or exposure to extreme conditions.
- Damage resulting from unauthorised repairs, modifications, or alterations.
- Normal deterioration of materials, including interior lining and other components, through regular use.
- Replacement of parts that are not defective.
Warranty Claims
To submit a warranty claim, please contact [email protected] with your proof of purchase, a description of the issue, and clear photographs or videos of the affected area.
All warranty claims are subject to assessment by CASMO. Where a manufacturing defect is confirmed, CASMO will determine the appropriate resolution, which may include repair, replacement of the affected component, or replacement of the product.
The availability of replacement parts and products may vary.
Shipping & Delivery
We currently deliver throughout Malaysia.
Shipping Fees
Shipping fees are calculated based on your delivery location and order details. Additional charges may apply for larger orders or multiple items. The total shipping fee will be displayed at checkout before payment is completed.
Delivery Timeframes
Orders are typically delivered within 1-2 business days after dispatch for Peninsular Malaysia. Deliveries to East Malaysia may require additional time.
Delivery estimates exclude weekends and public holidays and may vary due to courier operations, peak periods, or circumstances beyond our control.
Order Processing
Once your order has been processed and dispatched, tracking information will be provided where available.
Please ensure your shipping address and contact details are accurate before completing your purchase. Additional delivery charges arising from incorrect or incomplete information may be borne by the customer.
For shipping enquiries, please contact [email protected].