Refund and Return Policy

Effective as of January 01, 2020

At Cassida USA, we take pride in the quality and performance of our money counting machines. We are dedicated to providing our customers with products that meet or exceed their expectations. However, we understand that there may be instances where a return is necessary. This Return Policy outlines the terms and conditions under which returns are accepted. Cassida accepts returns based on when the item was purchased/delivered and the condition in which the item is returned. Our policy follows these guidelines.

Eligibility for Returns

We accept returns under the following conditions:

The product must have been purchased directly from CassidaUSA.com. If your item was purchased from another source, please refer to where the item was purchased for returns, refunds, or exchanges.
Return request is made within 30 days from the date of delivery (must show proof of purchase).
The product is in its original condition, including all packaging, manuals, and accessories.
The product is free from any damage or signs of misuse, or in original condition

See below for more details regarding the Product Condition eligible for returns:

PRODUCT CONDITION	RETURNED WITHIN (1-30 Days of Proof of Purchase)
Working; in NEW Condition	Assessed a 20% restocking fee. Shipping is at owner's expense.
Working; in LESS-THAN-NEW Condition	Assessed a 20% restocking fee and a 15% product devaluation fee. Shipping is at owner's expense.
Out-of-box DEFECTIVE	Full credit issued. Cassida will pay shipping.

Working items in New Condition:

Returns of working items in new condition can be initiated within 30 days of proof of purchase (P.O.P). A 20% restocking fee ($20 minimum) applies. Items must be returned in new condition, in their original packaging. Missing parts or damage to the unit will result in extra charges. Shipping charges to the Cassida warehouse are not covered and an RMA is required. See How to Return to Cassida below for information on obtaining an RMA.

Working items in LESS-THAN-NEW Condition:

Items that work properly but are missing their original packaging; are damaged; or are deemed to be in less-than-new condition can be returned withing 30 days following P.O.P. These items are subject to a 20% restocking fee ($20 minimum) and a 15% product devaluation fee. Missing parts will result in additional charges. Shipping charges to the Cassida warehouse are not covered and an RMA is required – see How to Return to Cassida for information on obtaining an RMA.

Out-of-box DEFECTIVE Condition:

Defective items claimed within 30 days of P.O.P. may be returned for refund or replacement. Cassida will issue a pre-paid RMA that covers shipping charges from the owner to our warehouse for products that prove to be defective. Cassida reserves the right to determine whether the product was defective or in working condition at the time of sale, therefore all DEFECTIVE / NON-WORKING returns are tested and evaluated by our Technical Support Department. If after technical inspection, the item was determined to be in working order, the return will be treated as a Working Item in NEW Condition or LESS-THAN-NEW Condition and appropriate stocking fees, shipping fees and product devaluation fees will apply.

Proof of Purchase:

P.O.P. referred to in this return policy is the receipt of when the order was placed or date of delivery.

Replacements and Refunds:

If requesting a replacement for a defective unit, please place a new order on the CassidaUSA.com website. Cassida will ship the replacement unit free of charge. All refunds will be issued back to the original form of payment once Cassida has confirmed receipt of the returned unit(s).

How to Return to Cassida:

To initiate a return, please follow these steps:

Go to CassidaUSA.com under the “Support” menu and find “Refunds/Returns”.
Fill out the Return Request Form.
A Cassida Customer Service Representative will follow up with your return request and provide an RMA number to ship the product back to Cassida (customer is responsible for shipping cost).
Product must be securely packaged in its original packaging, and all original accessories and packaging materials.
Clearly mark the RMA number on the outside of the package.
Ship the product to our return address, which will be provided with your RMA.

Every returned item must include a Cassida-issued RMA number. Any product delivered to Cassida without an RMA number will be returned to the sender. Cassida staff is not authorized to discuss return terms with consumers but will happily answer any product questions. All returns must be in the original packaging, with all contents and accessories. The RMA number must be written on one side of the box. Our return address is:

Cassida Corporation

RMA # XXXXXX,

10730 Thornmint Road

San Diego, CA 92127

Processing:

Once a return has been received, processing can take up to 7-10 business days from when the product is received at Cassida. Cassida reserves the right to determine whether the product was defective or in working condition at the time of sale, therefore all DEFECTIVE / NON-WORKING returns are tested and evaluated by our Technical Support Department. If after technical inspection, the item was determined to be in working order, the return will be treated as a Working Item in NEW Condition or LESS-THAN-NEW Condition and appropriate stocking fees, shipping fees and product devaluation fees will apply. If the return is approved, the customer will have the following options:

Refund: We will issue a refund to the original payment method for the purchase price of the product, excluding any shipping and handling charges and additional fees.
Replacement: If the product is factory defective or damaged, we will send a replacement unit at no additional cost.

Non-Returnable Items:

Please note that the following items are non-returnable:

Products that do not meet the eligibility criteria mentioned in “Eligibility for Returns”.
Products that have been used, damaged, or show signs of misuse.
Products that are past the registered warranty timeline.
Products that don’t have the original packaging or if the original packaging is heavily damaged.
Products that were not purchased directly from CassidaUSA.com
Products that do not have proper proof of purchase.