Terms of service

Refund Policy for Casanuve

At Casanuve, we want you to be completely satisfied with your purchase. If for any reason you're not, we offer a straightforward refund and exchange policy. Please read the following terms carefully to ensure a smooth process.

Damaged or Faulty Goods

In the unlikely event that you receive an item that is damaged or faulty, we are happy to offer a full refund or exchange within 60 days of receiving your order.

To process this, we require:

  • Photographic evidence of the damaged/faulty item

  • The tracking number for your order

Important Notes:

  • Returning damaged or faulty items is free of charge. Please contact us at orders@casanuve.com with your name, address, and order number, and our customer service team will generate a return shipping label for you.

  • All damages or incorrect items must be reported within 14 days of receiving your order.

  • Items must be unwashed and unused. We highly recommend inspecting your items before washing them.

  • Reports made after 14 days will still be reviewed, but the customer will be responsible for return postage.

Once the item has been received and inspected by our customer care team, you will be notified that a refund has been issued. You are also welcome to place a new order on our website.

Returning an Order

If you’ve changed your mind about an item, we offer a return option. To return an item, please ensure:

  • The item is in its original packaging, with the security seal unbroken.

  • The return is made within 60 days of receiving the item.

Please send the return to the following address:

Casanuve
Unit 8, Denmark Mill
Cawdor Street
Farnworth, Bolton
BL4 7NL
United Kingdom

Important Notes for Returns:

  • Return postage costs for unwanted items are the responsibility of the customer.

  • Please retain proof of posting, as the customer is responsible for the item until it reaches us.

  • Once your item has been received and inspected by our customer care team, we will notify you that your refund has been issued.

  • Items must be returned unused, unwashed, and free from defects.

If you cancel your order before the items are shipped, we will issue a refund immediately.

Additional Return Policy Notes:

  • Partial Returns for Boxed Sets: We do not accept partial returns or exchanges for boxed sets. If you require a different size (e.g., a fitted sheet or duvet cover), please purchase the correct size separately.

  • Colour Variations: Returns due to colour differences are not accepted. Colour variations may occur due to device settings and lighting conditions, even though we make every effort to display colours as accurately as possible. These returns will fall under our change-of-mind policy, with return postage at the customer’s expense.

Sale Outlet Items

Effective 07 January 2025, items purchased from our Sale Outlet are not eligible for the extended 60-day return policy. However, standard statutory rights for returns under the Consumer Rights Act of 2015 will still apply.

Please feel free to make any adjustments or reach out if you'd like to add any other specific details!

Here’s an updated Refund Policy tailored for your store Casanuve:

Refund Policy for Casanuve

At Casanuve, we strive to provide you with quality products and excellent service. If for any reason you're not fully satisfied with your purchase, we offer an easy and straightforward refund and exchange process. Please read the following terms carefully.

Damaged or Faulty Goods

If you receive an item that is damaged or faulty, we are happy to offer a full refund or exchange within 60 days of receiving your order.

To process a return or exchange, please provide:

  • Photographic evidence of the damaged or faulty item.

  • The tracking number of your order.

Important:

  • Returning a damaged or faulty item is free of charge. To arrange this, contact us at orders@casanuve.com with your name, address, and order number. Our customer service team will then send you a prepaid return shipping label.

  • Any damages or incorrect items must be reported within 14 days of receiving your order.

  • The items must be unwashed and unused. We highly recommend inspecting your items before washing them.

  • If you report the issue after 14 days, we will still review the return, but you will be responsible for return postage.

Once the item has been received and inspected by our customer care team, you will be notified that a refund has been issued. You can then place a new order on our website if you wish.

Returning an Order

If you have changed your mind and wish to return an item, we ask that you follow the guidelines below:

  • The item should be returned in its original packaging, with the security seal unbroken, and should be unused and unwashed.

  • You must return the item within 60 days of receiving your order.

Return Address:

Casanuve
Unit 8, Denmark Mill
Cawdor Street
Farnworth, Bolton
BL4 7NL
United Kingdom

Important:

  • The cost of returning unwanted items is the responsibility of the customer.

  • Proof of posting must be obtained, as the customer is responsible for the item until it reaches our returns team.

  • Once we receive the returned item and it has been inspected by our customer care team, we will notify you that your refund has been processed.

If you cancel your order before the item has been shipped, a refund will be issued immediately.

Additional Return Policy Notes

  • Partial Returns for Boxed Sets: We do not accept partial returns or exchanges for boxed sets. If you need a different size for a duvet cover or fitted sheet, please purchase the correct size separately.

  • Colour Variations: Due to differences in device settings and lighting conditions, the actual colour of the product may vary slightly from the image on our website. We do not accept returns based solely on colour differences. If you return an item for this reason, the return will fall under our change-of-mind policy, with return postage at the customer’s expense.