Refund policy
Returns
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unused and in its original packaging. You'll also need your order number or proof of purchase.
To start a return, contact us at support@casalunora.com. We'll confirm whether your item is eligible and send you the return address and instructions. Items sent back to us without first requesting a return will not be accepted.
Who Pays for Return Shipping
- Change of mind: if you simply no longer want the item, you arrange and pay for return shipping. We recommend a tracked service, as we can only refund items we receive.
- Faulty, damaged, or incorrect items: we cover the full cost of return shipping, or arrange a replacement or refund without requiring the item back. You are never out of pocket when something is wrong with your order.
Nothing in this policy limits your rights under the Australian Consumer Law, the UK Consumer Rights Act, or equivalent consumer protection laws in your country.
Damages and Issues
Please inspect your order on arrival and contact us immediately if the item is faulty, damaged, or if you receive the wrong item, so that we can evaluate the issue and make it right. Photographs of the item and its packaging help us resolve this quickly, so please keep all packaging until the matter is settled.
Exceptions / Non-Returnable Items
Certain types of items cannot be returned, such as custom or personalised orders, and gift cards. Please get in touch if you have questions about your specific item.
Exchanges
The fastest way to get the item you want is to return the one you have and, once the return is accepted, place a separate order for the new item.
European Union 14-Day Cooling-Off Period
If your order is shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without justification. As above, your item must be in the same condition that you received it, unused and in its original packaging, and you'll need your order number or proof of purchase. Return shipping for change-of-mind cancellations is at your own cost.
Refunds
We will notify you once we've received and inspected your return, and let you know whether the refund was approved. If approved, you'll be refunded automatically to your original payment method within 10 business days. Please remember that it can take additional time for your bank or credit card company to process the refund.
If more than 15 business days have passed since we approved your return, please contact us at support@casalunora.com.