Returns & Refunds

Last updated: June 2026

We want you to love what you receive. Because of the intimate and personal nature of our products, our returns policy is designed around hygiene, safety, and your peace of mind.

Hygiene-sensitive items

For health and safety reasons, intimate and personal products cannot be returned or exchanged once opened or used. This protects every customer and is standard practice across the industry. Please choose carefully.

Unopened items

If an item is still sealed, unused, and in its original packaging, you may return it within 7 days of delivery. Return shipping is the customer’s responsibility unless the item was faulty or incorrect.

Damaged, faulty, or incorrect items

If your item arrives damaged, faulty, or isn’t what you ordered, we’ll make it right. Contact us within 48 hours of delivery at hello@cassaayo with your order number and a photo, and we’ll arrange a replacement or refund.

Refunds

Approved refunds are issued by bank transfer to your nominated account, usually within 5–7 business days of the returned item being received and inspected (or, for faulty items, once confirmed).

How to start a return

Email hello@cassaayo.com with your order number and reason. We’ll guide you through the next steps personally.