Dispute Resolution
At casened.com, we are committed to providing excellent customer service and ensuring your satisfaction with our products and services. However, we understand that disputes may arise from time to time. This Dispute Resolution Policy outlines the procedures we follow to address any disagreements or issues that may occur.
Communication and Informal Resolution:
We encourage our customers to first attempt to resolve any disputes informally by contacting our customer support team. Our dedicated team will make every effort to understand your concerns and work towards a mutually satisfactory resolution.
Formal Dispute Resolution Process:
In the event that an informal resolution cannot be reached, either party may initiate the formal dispute resolution process by submitting a written complaint to casened.com. The complaint should include the following
details:
Name and contact information of the complainant
Order number (if applicable)
Detailed description of the dispute or issue
Acknowledgment and Investigation:
Upon receipt of the formal complaint, casened.com will promptly acknowledge its receipt. Our team will conduct a thorough investigation into the matter to understand all aspects of the dispute.
Mediation:
In certain cases, casened.com may suggest mediation as a means of resolving the dispute. Mediation is a voluntary process that involves a neutral third party facilitating communication between the parties to find a resolution agreeable to both sides.
Dispute Resolution Timeframe:
We strive to resolve disputes as quickly as possible. The resolution timeframe may vary depending on the complexity of the dispute, but we will keep you informed of the progress and expected resolution time.
Escalation to Management:
If the dispute remains unresolved at the initial stage, it will be escalated to higher management for further review and resolution.
Arbitration or Legal Action:
If all attempts at informal resolution and formal dispute resolution processes have been exhausted without reaching a satisfactory resolution, either party may consider pursuing alternative dispute resolution methods, such as arbitration or legal action, as allowed by applicable laws.
Please note that this Dispute Resolution Policy applies to disputes related to your interactions and transactions with casened.com. For disputes concerning purchases made through our authorized resellers or retail partners, their respective dispute resolution policies may apply.
If you have any questions or need assistance with the dispute resolution process, please do not hesitate to contact our customer support team.