Return conditions
Return and Refund Policy
Policy Duration
You have 14 days from the date of purchase to return a product. After this time, we unfortunately cannot offer a refund or exchange.
Exclusions
Sample items are not eligible for returns or refunds.
Return conditions
To be accepted, your item must be in new, unused condition and in its original packaging. A receipt or proof of purchase is required to process the return. Please do not return the item directly to the manufacturer.
Special cases
In certain situations, a partial refund may be granted:
- Items that are no longer in their original condition, damaged or incomplete for reasons not attributable to our company.
- Items returned more than 14 days after receipt.
Reimbursement procedure
After receiving and inspecting the returned item, we will send you an email to confirm receipt. We will then notify you whether your refund has been approved or denied. If the refund is approved, it will be processed and automatically credited to your credit card or original payment method within a few days.
Delays or absence of reimbursement
If you have not received a refund after a reasonable period of time, please:
- Check your bank account.
- Contact your credit card issuer, as there may be a processing time before the refund is officially posted.
- Contact your bank.
If you have completed all these steps and still have not received your refund, contact us at: casalunaxx@gmail.com
Promotional items
Only items sold at normal price can be refunded. Items on sale or on promotion with a promo code applied are not eligible for reimbursement.
Exchanges
We replace only items showing defects or damage upon receipt. If you need to exchange a defective item for the same model, email us at casalunaxx@gmail.com and return the item to the following address:
Items given as gifts
If the item was marked as a gift when purchased and sent directly to you, you will receive a voucher worth the returned product. Once the return has been processed, the voucher will be sent to you by mail.
If the item was not marked as a gift, or if the giver had the item shipped to them and then given to you, the refund will be sent to that person and they will be notified of the return.
Shipping returns
To return a product, contact us at: casalunaxx@gmail.com
Return shipping costs are your responsibility and are non-refundable. The shipping cost will be deducted from your refund. Processing time may vary depending on your location.
For items valued over €75, it is recommended to use a tracking shipping or insurance service, as we do not guarantee receipt of the returned item.
