Returns, Exchanges & Refund Policy

About Casaluxy

Casaluxy Limited is an online furniture and lighting retailer registered in Hong Kong. Our contracted operating partner, Foshan Shangsa Trading Co., Ltd., coordinates suppliers and operations in Foshan, China. We inspect goods in China before dispatch through the selected delivery provider. Casaluxy Limited remains responsible to you as the seller.

Return window

You have 30 calendar days after delivery to request a change-of-mind return or exchange for eligible standard goods. There is no restocking fee.

This window does not limit claims for faulty, damaged, incorrect or materially misdescribed goods. Any longer period or different start date required by applicable law remains available.

Eligible reasons for returns

You may request a return, exchange or refund if:

• Your item is defective or damaged.
• You received the wrong item.
• Your item is materially different from its description or images.
• You change your mind within the return window.

Return conditions

Change-of-mind returns should be complete and unused beyond reasonable inspection. Use the original packaging where practical, or suitable protective packaging. Opening packaging or reasonably inspecting an item does not automatically remove your rights.

Preassembled products remain eligible. A lawful, proportionate deduction may apply for handling beyond reasonable inspection; we explain any proposed deduction. Assembly or installation does not remove faulty-goods remedies.

Standard catalogue products remain subject to our normal return conditions even when they are manufactured after an order is placed. Any lawful exception for genuinely personalized or bespoke goods must be disclosed before purchase. Choosing a standard catalogue colour or size does not automatically make an item personalized. Any such exception does not remove remedies for faulty, damaged, incorrect or materially misdescribed goods.

Return address and instructions

For orders delivered to the United States, United Kingdom, Canada or Australia, eligible returns are handled by our designated shipping and returns partners in the country of delivery. These receiving locations are operated by our partners.

Before sending an item, contact info@casaluxy.com with your order number. We will provide the correct return address, return reference, packing instructions, and applicable shipping or collection arrangements. We respond within 1 business day.

For furniture and oversized lighting, please contact us before booking transport so we can coordinate collection and delivery to the receiving facility.

CasaLuxy covers necessary return shipping or collection for faulty, damaged, incorrect, or materially misdescribed items. Customers pay the applicable direct shipping cost for change-of-mind returns, subject to our Returns & Refunds Policy and applicable law.

Our Hong Kong registered office does not receive product returns. Please use the designated address provided in your instructions.

This process does not restrict your statutory cancellation rights or other legal remedies. Valid statutory cancellation notice does not require our approval, photographs or a particular form.

Return shipping costs

Faulty, damaged, incorrect or materially misdescribed items: Casaluxy covers the necessary return shipping or collection costs. We provide a prepaid label for suitable parcels or arrange collection for furniture, oversized lighting and other bulky goods at no cost to you.

Change-of-mind returns and exchanges: You are responsible for the direct return shipping cost, unless your original order terms or applicable law require us to cover it. For parcels, you can arrange and pay for a suitable tracked service using our return instructions. If we offer a return label or collection service, we explain the cost and obtain your agreement before booking it. No restocking fee applies.

Furniture and other bulky goods: For change-of-mind returns, you pay the direct return freight or collection cost, subject to the safeguards below. Return freight costs depend on the item, collection address and designated return destination. Ask us before ordering for the return destination and an estimated collection cost. Where a pre-purchase return-cost estimate is legally required for goods that cannot normally be returned by post, we cover the return cost if we did not provide that estimate before purchase. We do not impose undisclosed international return freight charges.

Any deduction from a refund for customer-paid return transport must be agreed in advance and permitted by law. There is no return-transport deduction for faulty, damaged, incorrect or materially misdescribed items. In some cases, we may offer a replacement or full refund without requiring a return; we confirm this by email.

Return shipping timeframe

Send your return within 14 calendar days after we provide the return instructions, unless we arrange collection or agree a longer period. For statutory withdrawals, the usual dispatch period is 14 days after your cancellation notice; we allow a longer period where needed because our instructions or arranged transport are delayed. Keep proof of dispatch or collection.

Exchanges

Request an exchange within 30 calendar days after delivery. Exchanges are subject to availability and the return conditions above. The return-shipping responsibilities in the Return shipping costs section also apply to exchanges.

If the replacement costs more, we confirm the additional amount before you agree. If it costs less, we refund the difference. If the agreed replacement is unavailable, you may request an eligible refund. Email info@casaluxy.com to arrange an exchange.

Refunds

Eligible refunds go to the original payment method. Our normal processing time is up to 10 calendar days after receiving the returned goods, including inspection, subject to any earlier mandatory deadline. Your bank or payment provider may need additional time to show the credit.

For UK statutory cancellations, where we have not offered collection, we reimburse within 14 calendar days of receiving the goods or valid evidence that they were sent back, whichever is earlier. If we have offered collection, the applicable deadline is normally 14 days from cancellation notice.

For EEA statutory withdrawals, reimbursement is due within 14 days of the withdrawal notice; where permitted, we may withhold it until the goods or valid evidence of return are received, whichever is earlier. This withholding rule does not apply where we have offered to collect the goods.

We refund the eligible product price and any standard delivery charge required by law. Optional premium-delivery costs are refunded where legally required. Contact us if a refund has not appeared.

Late or missing refunds

If a refund has not appeared, check your account and contact your bank or payment provider about processing times. If you still need help, email info@casaluxy.com; we will check the refund status and provide available payment references.

Defective or damaged items

If an item arrives defective, damaged, incorrect or materially misdescribed, contact info@casaluxy.com as soon as reasonably practical. Include your order number and a description. Photos or videos are helpful if available.

We arrange the repair, replacement, price reduction or refund required by applicable law and cover necessary return or collection costs. This policy preserves mandatory consumer rights, including Australian consumer guarantees. Our Warranty & Product Support is separate from those rights.

Order cancellation and incorrect addresses

Contact us promptly to change or cancel an order or correct a delivery address. A return may be needed after dispatch. If an address error affects delivery, we will explain the available options and any applicable costs before you agree. An address error does not automatically remove statutory cancellation or refund rights.

EU and UK cancellation rights

You may use our online withdrawal form or email info@casaluxy.com with your name, order number, the goods concerned and a clear statement that you wish to cancel. Keep the acknowledgement. Submitting the form does not itself issue a refund; we process the request according to the applicable rights.

For applicable UK or EEA statutory withdrawals, the usual notice period is 14 days after the relevant delivery, subject to legal exceptions and extensions. Goods delivered separately can have a different legal start date. Do not delay giving notice while waiting for a reply. Follow the return or collection instructions above.

Contact information

Casaluxy Limited
info@casaluxy.com
+852 5180 0514

Customer service hours
Monday–Friday: 9:00 AM – 5:00 PM
Saturday–Sunday: Closed
Time zone: Hong Kong Time (HKT)
Response time: We respond within 1 business day.

Registered office
Unit 905D, 9/F, Cameron Commercial Centre,
458–468 Hennessy Road, Causeway Bay, Hong Kong.
To start a return, email info@casaluxy.com. We will provide the designated return address and return or collection instructions.