Refund policy

Return & Exchange Policy

Submit a Request: Please complete the form below and send it to the official SigmaCasa Line account (@casatw), or click "Contact Us" in the top-left corner of our official website to submit your request.

Order Number: > * Name: > * Address: > * Phone Number: > * Inquiry Details: 2. Defective Items (Within 15 Days): If any product quality defects occur within 15 days of purchase (excluding human-induced damage or staining), please immediately take photos or videos and contact SigmaCasa official customer service to arrange a refund or exchange. (CASA will cover all shipping costs).

Packaging Requirements for Returns/Exchanges:

7-Day Cooling-off Period Notice: Please note that the 7-day cooling-off period is NOT a trial period. To be eligible for a return or exchange, the returned product must be in brand-new, pristine condition and complete with its original packaging.
Component Integrity: Exchanged items must retain the full integrity of the main product body, accessories, internal/external packaging, promotional gifts, original box, and all accompanying documentation or manuals. Do not lose or damage any part of the product or gifts.
Outer Shipping Box Required: Please place the product inside a separate outer shipping box before sending it back. Do not write, draw, or paste labels directly onto the original product packaging/box, as this may void your eligibility for a return or exchange.
Note: The original product packaging and box are considered part of the product itself. Any loss, damage, or missing pieces will affect your return rights and may incur restorative fees necessary to return the product to its original condition.

Processing: Once we receive the returned item and verify that it is in perfect condition, we will immediately process your refund or exchange.

Refund Instructions

Credit Card Payments: Refunds will be credited back online directly to your card. The actual date the funds appear in your account depends on your issuing bank's processing time. Please contact your card issuer for further details.
Other Payment Methods: The refund will be transferred back to your designated bank account within 30 days. Please ensure you provide accurate account details to facilitate a smooth refund process.

Warranty Policy

To safeguard consumer rights and ensure optimal product performance, specific items are eligible for a one-year warranty starting from the date of purchase.

Coverage: If a malfunction occurs within the warranty period, the item will be inspected by our technical team. Defects caused by natural wear and tear (non-human factors) will be repaired free of charge. For damage caused by human factors, a repair fee will be charged.
Exclusions: The warranty does not cover damage caused by natural disasters (force majeure), misuse, unauthorized disassembly/repairs, cosmetic wear and tear, or consumable materials that are not inherent product defects.

Regional & Sales Channel Restrictions

Regional Limits: Warranty services are strictly limited to the original country/region of purchase. Customers must contact local distributors or retail stores for warranty claims; cross-border warranty service is not supported.
Channel Limits (Taiwan): In Taiwan, warranty services apply exclusively to products purchased through officially recognized and authorized sales channels.

Product Repair Procedure

Main product bodies malfunctioning under normal use within the 1-year warranty period qualify for free repairs. External accessories carry a 3-month warranty.
For items that are out of warranty, lack proof of purchase, or have human-induced damage, repairs are still available for a fee: [NTD 300 Diagnostic Fee + Material Costs].
Repairs are typically completed within 7 to 14 business days (excluding situations involving material shortages).
Replaced parts for out-of-warranty repairs are backed by a 90-day warranty starting from the repair completion date.

Shipping Fees

Within Warranty: Shipping fees are split equally between both parties (each party pays one-way).
Out of Warranty: The customer is responsible for round-trip shipping fees (the shipping cost is already included in the NTD 300 diagnostic fee).