Refund policy
CANCELLATIONS/MODIFICATIONS
We begin processing orders immediately after they are placed. Because of this, changes or cancellations are not guaranteed once an order has been submitted.
We can accept cancellation requests within 30 minutes of purchase, provided the order has not yet entered fulfillment. All approved cancellations are subject to a 4% deduction from the order total to cover non-refundable payment processing fees charged by our payment provider (these fees are not returned to us when a transaction is canceled or refunded).
After 30 minutes, orders are considered in processing and can no longer be canceled. To request a cancellation, please contact support@casadilumo.com immediately.
DAMAGED ITEM
If your item arrives damaged, please notify us within 48 hours of delivery by emailing support@casadilumo.com with:
- Your order number
- Photos clearly showing the damage and packaging
Once reviewed, we will offer either:
- A replacement at no cost, or
- A full refund to your original payment method
Returning the damaged item is typically not required unless requested for inspection.
Damage caused by improper installation, misuse, or modification is not covered.
NON-REFUNDABLE ITEMS
Gift Cards.
RETURNS
We always aim to ensure that our customers love our products, but if you do need to return an order, we’re happy to help.
You can simply email us directly at support@casadilumo.com within 30 days of receiving your order and we’ll guide you through our hassle free returns policy. Thank you for choosing our store. Once your return is approved, you must drop off the return within 21 days of receiving the return shipping label. Thank you for choosing our store.
Please note that during Black Friday / Cyber Monday / Christmas Sales, we offer an extended 60-day return window. If you need to return an order placed during this period, please contact us within 60 days of receiving your order, and we'll be happy to assist you with the return process.
REFUNDS
To be eligible for a refund of an undamaged product, you must return your order. Once your return is received and inspected, your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 2-7 business days.
RETURN SHIPPING COSTS
Customers are responsible for all return shipping costs unless the item arrived damaged or defective. A trackable shipping service is required. We cannot issue refunds for returns that cannot be verified as delivered.
WRONG ADDRESS
Please note that if the package doesn’t reach you after providing a wrong or incomplete address, we will not be held accountable and will not be able to offer a full refund of your order amount – you are responsible for providing clear and correct shipping & billing information upon placing an order.
In these situations, we can attempt to modify the shipping address to reroute the item back to you, but only if you cover the shipping costs.
This happens because we value the working time, shipping expenses and other resources that we have invested when dispatching the first item to you.
If you have any further questions, please contact us at support@casadilumo.com