Returns & Refund
At The Casa Decora, we want you to feel confident when shopping with us. If you are not completely satisfied with your purchase, you may be eligible for a return, replacement, or refund, subject to the conditions outlined below.
Returns
Eligible products may be returned within [7/14] days of receiving your order.
To qualify for a return, the product must be unused, undamaged, and returned in its original condition and packaging. Please ensure that all original tags, accessories, and any other items supplied with the product are included with your return.
Certain products may not be eligible for return. Where specific return conditions apply, these will be clearly indicated on the relevant product page.
Damaged, Defective, or Incorrect Products
If you receive a product that is damaged, defective, or different from the item you ordered, please contact us as soon as possible after delivery.
To help us assess the issue, we may ask you to provide photographs or videos of the product and its packaging.
Once we have reviewed the matter, we may offer a replacement, exchange, refund, or another appropriate solution, depending on the circumstances. The available resolution may depend on the nature of the issue and the availability of replacement stock.
How to Request a Return
If you would like to request a return, please contact our Customer Support team and provide your order details together with the reason for your return.
We will review your request and provide the relevant return instructions.
Please do not send any products back to us before receiving instructions from our Customer Support team, as unauthorised returns may not be accepted or processed.
Refunds
Once we receive and inspect your returned product, we will let you know whether your return and refund have been approved.
Where a refund is approved, we will generally issue it to the original payment method used for the purchase, where possible.
The time it takes for the refunded amount to appear in your account may vary depending on your bank, card provider, or payment service provider.
Shipping Charges
Original shipping and handling charges may not be refundable in the case of customer-initiated returns, where permitted under applicable law.
If a return is necessary because we sent you a damaged, defective, or incorrect product, we may reimburse applicable return shipping costs after reviewing and validating the claim.
Exchanges and Replacements
Eligible products may be exchanged or replaced, subject to product availability.
If an identical replacement is unavailable, we may offer you a refund or another suitable resolution, depending on the circumstances.
Order Cancellation
You may request to cancel an order before it has been processed or dispatched. Cancellation requests are subject to the current status of the order and cannot always be guaranteed.
Once an order has been shipped, it can no longer be cancelled. Where applicable, you may instead follow the return procedure described in this policy after receiving the order.
Non-Returnable Products
The following products may not be eligible for a return or refund:
- Products that have been used, damaged, altered, or modified after delivery
- Products returned without their original packaging, tags, or included accessories
- Products clearly identified as “No Return” or otherwise marked as non-returnable
- Certain sale, clearance, or promotional products that are subject to specific return conditions
Any product-specific return restrictions will be displayed on the relevant product page where applicable.
Nothing in this section is intended to limit any consumer rights that cannot be excluded or restricted under applicable law.
Changes to This Policy
We may update or revise this Returns & Refund Policy from time to time. Any changes will be published on this page, together with the relevant updated date.
We encourage customers to review this policy periodically.
Contact Us
If you have any questions regarding returns, refunds, cancellations, exchanges, or replacements, please contact us:
Email: contact@thecasadecora.com
Etrade Essense Limited
8/F China Hongkong Tower
8–12 Hennessy Road
Wan Chai, Hong Kong
When contacting our Customer Support team, please keep your order number available so that we can assist you more efficiently.