Refund and Returns Policy

Welcome to Casa Craft.

We want every customer to enjoy shopping with us. We carefully check every product before it is shipped to make sure it arrives in excellent condition. However, if there is a problem with your order, we are here to help.

Please read our Return & Refund Policy carefully before requesting a return.

1. Change of Mind Returns

If you change your mind after receiving your order, you may request a return. However, you must contact us and send the item back within 24 hours of receiving your order.

Change of mind includes situations such as:

  • You no longer want the product.
  • You ordered the wrong item.
  • You selected the wrong colour, size, or style.
  • You ordered by mistake.

To qualify for a change-of-mind return:

  • The product must be unused.
  • The product must be in its original condition.
  • The product must be returned in its original packaging.
  • All tags, labels, manuals, and accessories must be included.
  • You must provide your order number or proof of purchase.

If more than 24 hours have passed since your order was delivered, we will not be able to accept a return for a change of mind.

For all approved change-of-mind returns, the customer is responsible for arranging the return shipment and paying all return shipping costs.

Original shipping charges are non-refundable.

2. Damaged, Defective or Incorrect Items

We take great care when packing every order. If your product arrives damaged, defective, or if you receive the wrong item, please contact us immediately after delivery.

Although you have 30 days from the delivery date to return a damaged, faulty, or incorrect item, we strongly recommend contacting us as soon as you receive your package. Reporting the issue immediately helps us investigate the problem quickly and provide a faster solution.

When contacting us, please include:

  • Your full name.
  • Your order number.
  • A clear description of the problem.
  • Clear photographs showing the damaged, defective, or incorrect item.
  • Photos of the packaging if it was damaged during delivery.

Once we receive your request, our team will review the information and respond as quickly as possible.

If your claim is approved, Casa Craft will cover the return shipping costs and provide instructions for returning the product.

3. Return Eligibility

To be eligible for any return, your item must meet the following conditions:

  • The item must be unused.
  • The item must be clean and free from damage caused by the customer.
  • The item must be returned in its original packaging.
  • All original accessories, labels, and protective materials must be included.
  • Proof of purchase must be provided.

Returns that do not meet these requirements may be refused.

4. Items That Cannot Be Returned

For hygiene, safety, and quality reasons, we cannot accept returns for:

  • Used products.
  • Products damaged after delivery due to misuse.
  • Products with missing parts or accessories.
  • Personalised or custom-made items.
  • Clearance or Final Sale items.
  • Products returned without proof of purchase.

5. Return Shipping Costs

If the Product is Damaged or Incorrect

If you receive:

  • A damaged product.
  • A defective product.
  • The wrong item.

Casa Craft will pay the return shipping cost.

You will not be charged any additional return fees if the mistake was ours.

If You Change Your Mind

If you simply decide you no longer want the product:

  • You are responsible for the return shipping costs.
  • You must safely package the item before returning it.
  • We recommend using a tracked delivery service, as Casa Craft cannot be responsible for items lost during return shipping.

6. No Restocking Fee

We believe in fair and honest service.

Casa Craft does not charge any restocking fee.

Restocking Fee: £0

7. How to Start a Return

Starting a return is simple.

Step 1 – Contact Us

Email our customer support team with:

  • Your order number.
  • Your full name.
  • The reason for your return.
  • Photos if your item is damaged or incorrect.

Step 2 – Wait for Approval

Our team will review your request and normally reply within 24–48 business hours.

Please wait for our confirmation before sending any item back.

Step 3 – Return Your Item

After your return has been approved, carefully pack the item and send it to the return address provided by our support team.

Items returned without prior approval may not be accepted.

8. Inspection of Returned Items

Once your returned item arrives at our warehouse, it will be inspected by our quality team.

During the inspection we will check:

  • The condition of the item.
  • Whether it has been used.
  • Whether all accessories are included.
  • Whether the return meets our policy requirements.

If everything meets our return conditions, your refund or replacement will be processed.

9. Refunds

After your return has been inspected and approved, we will process your refund.

Refunds will be issued to the original payment method used when placing the order.

Depending on your bank or payment provider, refunds usually appear within10 business days.

If your refund has not appeared after this time, please contact your bank before contacting us.

10. Exchanges

If you would like a different item, we recommend returning the original product (if eligible) and placing a new order.

This is the quickest and easiest way to receive another product.

11. Customer Responsibilities

Customers are responsible for:

  • Checking the order immediately after delivery.
  • Contacting us immediately if the product is damaged or incorrect.
  • Returning change-of-mind orders within 24 hours of delivery.
  • Packaging the product securely before returning it.
  • Paying return shipping costs for change-of-mind returns.
  • Providing accurate order information when requesting a return.

Failure to follow these responsibilities may result in the return request being declined.

12. Our Right to Refuse Returns

Casa Craft reserves the right to refuse a return if:

  • The return request does not meet this policy.
  • The product has been used or damaged by the customer.
  • The item is returned after the allowed return period.
  • Required accessories or original packaging are missing.
  • False or misleading information has been provided.

13. Need Help?

If you have any questions about this Return & Refund Policy, please contact our customer support team.

Store Name: Casa Craft
Website: https://casacraft.shop/
Customer Service Hours: Monday to Friday (9:00 AM – 5:00 PM)
Chat Bot Support: 24/7
Business Phone: +441413572579
Email: support@casacraft.shop
Business Address: 583 Dumbarton Rd, Glasgow G11 6HY, United Kingdom

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