FAQ
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Frequently Asked Questions
01. Returns And Exchanges
Yes! Returns may be requested within 14 days of receiving your order, provided the item meets our return eligibility requirements.
Items must be unused, in their original condition, and returned with all original packaging, tags, and accessories intact.
Change-of-mind returns are accepted for full-priced items only. Discounted and promotional purchases are not eligible for change-of-mind refunds.
We do not currently offer direct exchanges. If you would like a different size, colour, or product, please request a return for your original purchase and place a new order for your preferred item.
Simply contact us at [email protected] with your order details and reason for return. Our team will guide you through the process.
Return shipping costs are borne by the customer for change-of-mind returns. All returned items are subject to inspection and approval.
Your statutory rights under applicable Malaysian consumer protection laws remain unaffected.
02. Warranty
All CASMO luggage purchased directly from us comes with a 5-year limited warranty covering manufacturing defects under normal use.
The warranty is valid for the original purchaser and begins from the date of purchase.
Our warranty covers manufacturing defects, including:
- Cracks or breaks in the luggage shell caused by 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.
Our warranty does not cover:
- 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, or overloading.
- Damage resulting from unauthorised repairs, modifications, or alterations.
- Normal deterioration of materials through regular use.
- Replacement of non-defective parts.
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. If a manufacturing defect is confirmed, CASMO will arrange an appropriate resolution, which may include repair, replacement of the affected component, or product replacement, subject to availability and applicable consumer rights.
03. Shipping & Delivery
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.
We currently ship within Malaysia only.
Orders are typically delivered within 1-2 business days after dispatch.
Delivery times are estimates and may vary depending on your location, courier operations, public holidays, or unforeseen circumstances. Deliveries to East Malaysia may require additional time.
Once your order has been dispatched, tracking information will be provided where available so you can follow your delivery.
Please contact [email protected] as soon as possible if you need to update your delivery details.
We will do our best to assist, but changes may not be possible once your order has been dispatched. Additional delivery charges may apply for incorrect or incomplete shipping information.