Return & Refund Policy

Last Updated: September 21, 2026

Thank you for shopping with CasaVellaCo. We want you to feel confident when purchasing from us. If you are not completely satisfied with your order, please review our return and refund policy below.

This Return & Refund Policy applies to purchases made directly through www.casavellaco.com.

1. 30-Day Return Policy

We accept eligible returns requested within 30 calendar days from the date your order is delivered.

To be eligible for a return under our standard return policy, the item must:

• Be unused, unwashed, and in its original condition;

• Be free from damage, stains, alterations, or signs of use;

• Include all original packaging, accessories, manuals, and components, where applicable; and

• Be accompanied by proof of purchase or your CasaVellaCo order number.

Please do not send any item back without contacting us first. Unauthorized returns may not be accepted or processed.

To request a return, please contact:

Email: support@casavellaco.com

Please include your order number, the item(s) you wish to return, and the reason for your return.

Once your return request has been reviewed, we will provide you with return instructions and, where applicable, the appropriate return address.

2. Return Shipping Costs

For returns due to a change of mind, personal preference, ordering the wrong item, or other reasons not caused by CasaVellaCo, the customer is generally responsible for the cost of return shipping.

Original shipping charges are non-refundable unless:

• The item was defective, damaged, or incorrect;

• We made an error in fulfilling your order; or

• Applicable law requires otherwise.

We recommend using a trackable shipping service for customer-paid returns. CasaVellaCo is not responsible for return packages that are lost or damaged while being shipped back to us using a carrier selected by the customer.

Do not return products to the address printed on the shipping package unless our customer support team specifically instructs you to do so. Our return facility may differ from our company registration address or the original shipping location.

3. Damaged, Defective, or Incorrect Items

Please inspect your order as soon as possible after delivery.

If your item arrives damaged, defective, or different from what you ordered, please contact us as soon as possible at support@casavellaco.com.

To help us resolve the issue quickly, please provide:

• Your order number;

• A description of the problem;

• Clear photographs or videos showing the item and the issue; and

• Photographs of the shipping package and shipping label where relevant.

We recommend reporting visible shipping damage or incorrect items within 14 days of delivery whenever possible.

After reviewing your claim, we may offer, as appropriate:

• A replacement;

• A full or partial refund; or

• Another reasonable solution.

If we require a defective, damaged, or incorrect product to be returned, CasaVellaCo will provide appropriate return instructions and will cover reasonable return shipping costs where applicable.

Nothing in this section limits any mandatory consumer rights available to you under applicable law.

4. Missing Items or Incomplete Orders

Some orders may be shipped in separate packages and may arrive at different times.

If part of your order is missing, please first check your shipping confirmation and tracking information.

If all packages have been delivered but an item is still missing, please contact support@casavellaco.com with your order number and details of the missing item.

We will investigate the shipment and provide an appropriate resolution.

5. Non-Returnable Items

Unless required by applicable law, we generally cannot accept returns for:

• Items that have been used, washed, altered, damaged, or improperly handled after delivery;

• Items returned without their original components or accessories;

• Personalized or custom-made products;

• Gift cards;

• Items clearly marked as Final Sale at the time of purchase; and

• Items that cannot reasonably be resold for health, hygiene, or safety reasons once opened, where applicable.

If you are unsure whether your item is eligible for return, please contact us before sending it back.

Any mandatory rights available under applicable consumer protection laws take priority over the exclusions above.

6. Refunds

Once your returned item is received, we will inspect it to determine whether it meets the applicable return requirements.

For approved returns, we normally process the refund within 3–5 business days after inspection.

Refunds will generally be issued to the original payment method used for the purchase.

After we issue the refund, your bank, card issuer, PayPal, or other payment provider may require additional processing time before the funds appear in your account. This commonly takes approximately 5–10 business days, although processing times vary by payment provider.

We do not control processing times imposed by banks or payment providers.

Where applicable consumer law requires a different refund period, the legally required period will apply.

7. Partial Refunds

In certain situations, we may issue only a partial refund where permitted by applicable law, including where:

• An item has been returned with damage not caused by CasaVellaCo;

• Parts, accessories, or original components are missing;

• The item's value has been reduced due to handling beyond what is reasonably necessary to inspect it; or

• Other circumstances justify a reasonable deduction.

We will not make deductions that are prohibited by applicable consumer protection law.

8. Exchanges

We do not generally offer direct exchanges for change-of-mind returns.

If you would like a different product, size, style, or variation, you may return the eligible item in accordance with this policy and place a new order.

For damaged, defective, or incorrectly supplied items, we may offer a replacement instead of a refund when appropriate and agreed with the customer.

9. Order Changes and Cancellations

If you need to change or cancel an order, please contact us at support@casavellaco.com within 24 hours of placing your order.

We will make reasonable efforts to accommodate your request.

However, orders are processed quickly, and we cannot guarantee that an order can be changed or cancelled once it has entered fulfillment or has been shipped.

If your order has already shipped, you may request a return after delivery in accordance with this Return & Refund Policy and any rights available to you under applicable law.

10. Incorrect or Incomplete Shipping Address

Customers are responsible for providing a complete and accurate shipping address when placing an order.

If an order cannot be delivered or is returned to us because an incorrect or incomplete address was provided, additional shipping charges may apply if the customer requests reshipment.

Please contact us as soon as possible if you discover an error in your shipping information. We cannot guarantee address changes after an order has entered fulfillment.

11. Refused or Unclaimed Packages

If a package is refused, abandoned, or left unclaimed and is returned to us, we may deduct actual shipping or return costs from the refund where permitted by applicable law.

A refund will generally not be issued until the returned package has been received and processed by us.

Mandatory consumer rights under applicable law are not affected.

12. Lost Packages

If your tracking information shows that a package has not been delivered within a reasonable period, please contact us at support@casavellaco.com.

We may ask you to cooperate with the shipping carrier's investigation.

Where an order is confirmed as lost in transit before delivery, we will provide an appropriate remedy, which may include a replacement or refund, subject to applicable law and the circumstances of the shipment.

13. International Orders

CasaVellaCo sells to customers in multiple countries and regions.

Return shipping costs, customs procedures, taxes, and import requirements may vary depending on the destination.

Customers should contact us before returning an international order so that we can provide the appropriate return instructions.

Where a return is caused by a defective, damaged, or incorrectly supplied item, we will handle reasonable return costs as required by this policy and applicable law.

For change-of-mind returns, customers are generally responsible for return shipping costs unless otherwise required by applicable law.

14. European Economic Area and United Kingdom Consumers

If you are a consumer located in the European Economic Area (EEA), United Kingdom, or another jurisdiction that provides mandatory cancellation or withdrawal rights for online purchases, you may have additional statutory rights.

These rights may include the right to cancel certain online purchases within a legally prescribed cooling-off period without giving a reason.

Nothing in this Return & Refund Policy is intended to exclude, restrict, or replace any mandatory consumer rights that cannot legally be excluded or limited.

Where this policy provides greater protection than the minimum protection required by applicable law, this policy will apply. Where applicable law provides greater protection, your statutory rights will apply.

15. Promotional and Final-Sale Items

Special promotions may occasionally include additional terms.

Any special return restrictions will be clearly disclosed before purchase.

Products marked Final Sale are generally not eligible for voluntary change-of-mind returns unless the product is defective, damaged, incorrect, or applicable law provides otherwise.

A discount alone does not make an item final sale unless it is specifically identified as such.

16. Refunds to Original Payment Method

Approved refunds will normally be returned to the payment method originally used to place the order.

We generally cannot issue a refund to a different card, bank account, or payment account for security and fraud-prevention reasons.

If the original payment method is no longer available, please contact your payment provider and our customer support team for assistance.

17. Chargebacks and Payment Disputes

If you experience an issue with your order, we encourage you to contact us at support@casavellaco.com first so that we have an opportunity to resolve the matter.

If a chargeback or payment dispute has already been opened with your bank, card issuer, PayPal, or another payment provider, the refund may need to be handled through that provider's dispute process.

This section does not restrict your legal right to dispute a transaction where appropriate.

18. Consumer Rights

This policy provides CasaVellaCo's standard return and refund procedures.

Nothing in this policy excludes or limits any rights or remedies that cannot lawfully be excluded or limited under the consumer protection laws applicable to your purchase.

If there is a conflict between this policy and mandatory applicable consumer law, the mandatory law will prevail.

19. Contact Us

If you have any questions regarding returns, refunds, damaged items, or your order, please contact us:

CasaVellaCo

Company Name: Shenzhen Serongming International Trading Co., Ltd.
Registration No.: 91440300MAKCTJL83L
Email: support@casavellaco.com
Tel: 18414178055
Address: Room 304, No. 2, West 4th Lane, Tiegang Community, Xixiang Subdistrict, Bao'an District, Shenzhen, China

Customer service inquiries and return requests should preferably be submitted by email so that we can maintain a record of your request.

Website: www.casavellaco.com