Return and Refund Policy

Our Approach to Returns

Online purchases can be hard to judge until an item is actually in your hands — sizes, colors, materials, and fit don’t always translate perfectly from a photo. This policy is designed around that reality: clear timelines, fair costs disclosed upfront, and a genuine effort to fix problems quickly rather than argue about them. It applies to all products sold on Casaluxy, across every category, and the same terms apply to every customer worldwide.

Cancellation Policy

Cancellation fees depend on how far your order has progressed:

1. Before your order ships (no shipping label created yet): full refund, no fee.
2. After a shipping label is created, before the carrier physically collects the package: a processing fee of 2% of the order amount applies, to cover handling costs already incurred.
3. After the carrier has taken possession of the package (in transit): a processing fee of 15% of the order amount applies, to cover handling costs and the freight cost already paid to the carrier.
4. Custom or made-to-order items: a 10% processing fee applies if canceled before shipping, since these items cannot be resold. Custom items cannot be canceled once shipping has begun.

Please contact info@casaluxy.com as early as possible if you need to cancel, so we can confirm which stage your order is in.

Conditions for Refunds and Returns

Returns are accepted within 60 days of delivery, for every customer and every product category, in the following cases:

• At-fault returns: the product is defective, damaged on arrival, the wrong item was shipped, or the item is significantly different from its description. These receive a full cash refund, replacement, or exchange, at your choice, and we cover return shipping — at any point within the 60-day window.
• Lost or non-arrived shipments: if your order does not arrive within a reasonable time beyond the estimated delivery window shown on your product page and shipping confirmation email, contact info@casaluxy.com with your order number. We will investigate with the carrier, and if the shipment is confirmed lost in transit, we will provide a full cash refund or a free replacement, at your choice, at no cost to you.
• Change-of-mind returns, days 1–14 of the window: accepted for eligible items that are unused, in original packaging, and not on the non-returnable list below. During this first 14-day period, you may choose a cash refund, an exchange, or store credit. Return shipping is the customer’s responsibility, and our outbound freight cost for the original shipment is deducted from the amount credited or refunded — see Shipping Fee Deduction below.
• Change-of-mind returns, days 15–60 of the window: accepted under the same eligibility conditions, but settled as exchange or store credit only — we do not issue a cash refund for a change-of-mind return requested after day 14. The same freight deduction described in Shipping Fee Deduction applies.

This 14-day cash-refund window applies to every customer worldwide on the same terms, and among other things ensures we meet the mandatory 14-day right of withdrawal that applies to consumers in the European Union — see European Union Consumer Rights below for how this fits with your statutory rights specifically.

For any other issue, please contact info@casaluxy.com with an explanation and supporting photos.

Refunds and returns will not be accepted where damage results from improper installation, use, or handling by the customer or a third party such as an assembler, technician, or electrician. Please follow the instructions provided with your product, and contact us with any questions before installation or use.

Change-of-Mind Returns: Your Options

• Days 1–14 after delivery: choose a cash refund, an exchange, or store credit. If you choose store credit, we credit you 10% more than the cash refund amount you’d otherwise receive, with no expiry.
• Days 15–60 after delivery: choose an exchange or store credit — a cash refund is no longer available at this stage. Store credit still includes the same 10% bonus described above.
• Exchange (available throughout the 60-day window): if the issue is color, size, or a variant and the product offers other options, we’ll arrange a swap. You only pay the shipping difference, if any, and the freight deduction below does not apply.

To choose an option, mention it when you request your return at info@casaluxy.com.

Your Consumer Rights

Nothing in this Return and Refund Policy is intended to exclude, restrict, or modify any rights or remedies you may have under applicable consumer protection laws.

Our 60-day return period is our voluntary policy and applies only to eligible products and circumstances described in this policy. It does not limit any statutory rights or remedies that cannot legally be excluded, including applicable consumer guarantees under local law.

If you believe a product has a fault, does not match its description, or otherwise does not meet a mandatory consumer guarantee applicable to your purchase, please contact us at info@casaluxy.com so we can assess the issue and provide the remedy required by applicable law.

European Union Consumer Rights

If you are a consumer located in the European Union, you have a statutory right under applicable EU and national consumer protection law to withdraw from certain distance contracts within 14 days of receiving the goods, without giving any reason, with a cash refund to your original payment method.

Our standard policy above already provides a cash-refund option to every customer, worldwide, within the first 14 days of delivery — so this statutory right is met automatically as part of our normal terms, without any different or additional process for EU customers. Our outbound-freight deduction described in Shipping Fee Deduction applies to the extent permitted by law, and you remain responsible for the direct cost of returning the goods, consistent with EU rules on withdrawal.

Our voluntary policy extends coverage to 60 days in total, well beyond the 14-day statutory minimum; for days 15–60, the exchange/store-credit terms described above apply as our additional, voluntary offer. Where any part of this policy offers more favorable terms than the statutory right, the more favorable terms apply.

Certain products may be excluded from the statutory right of withdrawal where permitted by applicable law, including personalized or made-to-order products (see what counts as custom-made below). Where such an exception applies to a product, we will identify it before purchase where required by law.

Nothing in this policy limits any mandatory consumer rights that apply to you under the laws of your country.

Shipping Cost Responsibility

Casaluxy covers return shipping costs when the item is defective, damaged on arrival, or the wrong item was shipped.

For eligible non-fault returns (such as change of mind), the customer is responsible for return shipping costs, and our own outbound freight cost is deducted from the amount credited or refunded, as set out below.

Return Address

Please contact info@casaluxy.com before returning any item. We will provide the correct return address and instructions. Returns sent without prior authorization may not be accepted.

How to Request a Return

1. Email info@casaluxy.com with your order number and the reason for your return, and let us know which option you’d like (cash refund, if you’re within the first 14 days; exchange; or store credit).
2. Provide photos or video evidence if applicable.
3. Keep the product, its packaging, and your order confirmation, receipt, or invoice together.
4. Ship the item to the address we provide and share the tracking number with us.

We aim to respond to return requests within 1 business day. Once we receive the returned item, we inspect it and process your refund, replacement, exchange, or store credit within 2 business days.

Refund Timing

Approved cash refunds are credited to your original payment method within 3 to 5 business days after processing. Your bank may take an additional 2 to 5 business days to post the funds. Store credit is issued instantly once your return is approved.

Shipping Fee Deduction

Shipping is free on every order, with the cost of shipping already built into the price you pay for the product — there is no separate shipping charge shown at checkout to refund or deduct.

If you return an item for a reason other than our error, such as a change of mind, our outbound freight cost for that shipment is deducted from the amount you are credited or refunded. The rate depends on which of our two shipping methods was used for that product, so you can estimate it before you order:

• Air Express (small, lightweight items — lighting, accessories, and similar products): 10% of the order amount.
• Sea Freight (large or bulky items shipped by ocean container): 15% of the order amount.

The shipping method used for each product is shown on its product page (see our Shipping Policy for full details on both methods). This deduction applies whether you choose a cash refund, exchange, or store credit, and is separate from, and in addition to, the return shipping cost you arrange and pay for yourself as described in Shipping Cost Responsibility above. Choosing store credit instead adds 10% on top of the post-deduction amount — see Change-of-Mind Returns: Your Options.

If the return is due to our error — a defective, damaged, or wrongly shipped item — no shipping deduction applies and you receive a full cash refund of the price paid, and we cover your return shipping cost too.

Non-Returnable Items

The following are not eligible for return:

• Clearance items
• Personalized or custom-made items (see definition below)
• Items that have been assembled, installed, or altered by the customer after delivery
• Items marked “Non-Returnable” on the product page

Note on preassembled products: items that ship preassembled directly from the manufacturer — for example, furniture marked “Preassembled” on its product page, which arrives already built and requires no assembly by the customer — are not affected by the exclusion above. Such items remain eligible for return under this policy, provided they are otherwise unused and returned in their original packaging, in the same condition in which they were delivered. The exclusion above applies only to assembly, installation, or alteration carried out by the customer (or a third party such as an assembler, technician, or electrician) after delivery, since we can no longer verify the product’s original, unused condition once that has taken place.

What counts as “custom-made”: a product is custom-made only if it is manufactured or significantly modified specifically for your order and cannot be resold as-is — for example, an item built to your specified dimensions, or made in a color, fabric, or finish produced only on request and not otherwise stocked. Choosing a standard color, size, or variant from a product’s normal, in-stock option list is not custom-made, even if that variant isn’t the one currently shown as the default on the page.

Any additional non-returnable conditions specific to a product category (where applicable) will be clearly stated on that product’s page before purchase.

Defective, Damaged, or Mis-shipped Items

These items are eligible for a full cash refund, replacement, or exchange, at your choice, at any point within the 60-day window. For items damaged in transit, please try to obtain proof of damage from the delivery carrier. Damage caused by misuse or improper installation is not covered.

If your order was lost in transit and never arrived, see Conditions for Refunds and Returns above — the same full-refund-or-replacement remedy applies.

If a manufacturing issue appears after your return window has closed, contact us at info@casaluxy.com with photos — we review these on a case-by-case basis and will let you know what options, if any, we can offer. This is not a warranty and does not guarantee any specific remedy, timeframe, or outcome; it does not limit any statutory consumer guarantee you may be entitled to under your local law.

Reporting Windows

Please report visible transit damage within 48 hours of delivery, where possible, so we can promptly investigate the shipment and work with the carrier. For our voluntary return policy, requests should be submitted within 60 days of delivery. These reporting periods are part of our own return process and do not limit any statutory consumer rights or remedies that may apply under local law — see Your Consumer Rights above.

Receiving a Damaged Package

You may refuse delivery of a visibly damaged package. If you choose to accept a damaged package, please photograph the damage immediately, note it on the delivery paperwork if possible, and report it to info@casaluxy.com within 48 hours. Accepting a damaged package without photographing and reporting it promptly may affect your eligibility for a refund or replacement.

Additional Notes

Please keep all packaging materials and shipping documentation until your return is resolved.

Refunds are issued to the original payment method. Casaluxy does not add its own fee to process a refund. If your bank or card issuer charges its own currency conversion or foreign transaction fee when it posts the refund, that fee is set and kept by your bank, not by Casaluxy, and is the customer’s responsibility.

Please include your order number, product name, and a brief description of the issue inside any returned package.