RETURN & REFUND POLICY

We want you to love what you bought. If something isn't right, we'll make it right. Here's exactly how it works.

Cancelling an order

Every Casalola piece is made to order, so production begins soon after you buy.

• Within 2 days — cancel free, full refund.
• Days 3 to 7 — materials are allocated and work is scheduled. 15% cancellation fee.
• From day 8 — the piece is in production. 20% cancellation fee.

Your 30-day return window

You have 30 days from the day your order arrives to request a return. This applies to everything except pieces customized to your own specification (see below) and items marked final sale.

If something arrived wrong

Damaged, defective, or not what you ordered — we cover everything. Return shipping, replacement, or a full refund including original shipping.

Email contact@casalolalights.com within 30 days of delivery with your order number and photos. We respond within 24 hours and arrange the return for you. You pay nothing.

Changed your mind

If the piece arrived in perfect condition but isn't right for your space, you can still return it within 30 days. It must be unused and in its original packaging with all accessories.

Because the piece was made for your order and has already been produced, crated and shipped, a change-of-mind return after delivery carries a 20% fee plus return shipping. The principle is simple: the further along we are, the more of the cost we ask you to carry. Cancel in the first two days and it costs you nothing.

Once we receive the piece and confirm its condition, we refund to your original payment method within 5–10 business days.

EU customers

If you are ordering from the European Union, you have a statutory right to withdraw within 14 days of receiving your order. During those 14 days you receive a full refund of the product price and standard outbound delivery, less the cost of returning the item. No cancellation or restocking fee applies.

Our 30-day window is our own extension beyond that statutory period, and the terms above apply to it. Pieces made to your own specification are exempt from the statutory withdrawal right under EU law.

Lost packages

Free replacement or full refund. If a shipment isn't delivered within 90 days of dispatch, we refund automatically — you don't need to chase us.

What can't be returned

Most of our pieces can be returned, including made-to-order pieces and most customized ones.

A piece is only non-returnable when the customization changes its physical form — because at that point it exists in a shape nobody else ordered:

• Custom dimensions or sizing
• A finish or material different from the standard piece
• A modified suspension or structural change
• A bespoke configuration built to your drawing or specification

Changes that don't alter the piece itself keep the full 30-day return — dimmable or non-dimmable, warm or cool colour temperature, cable length and cable colour, and the voltage and plug adaptation we carry out for every destination as standard.

If a non-returnable piece arrives damaged or defective, our full coverage still applies.

Items marked final sale at the time of purchase are also non-returnable.

How to start a return

1. Email contact@casalolalights.com within 30 days of delivery with your order number and reason.
2. We reply within 24 hours with instructions and an RMA number.
3. Pack the piece in its original crate — our packaging is engineered to protect it, and return transit is no gentler than the first journey.
4. Include the RMA number in the box and ship with a trackable service.
5. We inspect on arrival and process your refund within 10 business days.

Please don't ship anything back before contacting us. Unauthorised returns take considerably longer to process.

Refunds

All refunds go to the original payment method. Your bank may add 5–10 business days on top of our processing time. For defective, damaged or incorrect items, we refund the full amount including original shipping.

Exchanges

Want a different size, finish or model? Contact us and we'll find the right piece. Exchanges follow the same 30-day window and condition requirements as returns.

Warranty

Every Casalola piece carries a 2-year warranty against manufacturing defects. If a fault in materials or workmanship appears within 24 months of delivery, we repair or replace it at no cost. Email contact@casalolalights.com with photos and your order number.

The warranty doesn't cover damage from improper installation, electrical modification, or normal wear over time.

Questions

Email contact@casalolalights.com — Monday to Friday, 9:00–17:00 Rome time. We answer everything within 24 hours.