RETURN & REFUND POLICY

Returns, Cancellations & Warranty

We want you to feel confident choosing your Casalola piece. Standard catalogue pieces have a 30-day return-request window, including pieces produced after you order. Bespoke commissions have different change-of-mind terms, explained below.

Your statutory consumer rights always take priority. The conditions and fees for our voluntary returns do not limit rights relating to faulty, damaged, incorrectly supplied or misdescribed goods, or any applicable statutory withdrawal right. This clarification does not remove rights or more favourable terms that applied when an existing order was placed.

1. Standard catalogue pieces: 30-day returns

Contact us within 30 calendar days of delivery to request a change-of-mind return of a standard catalogue piece. A standard piece remains eligible even when it is manufactured after ordering.

For our voluntary return service, the piece must be unused, uninstalled, undamaged and complete with its original packaging, fittings and accessories.

A 20% restocking fee, calculated on the product price actually paid after any discount, plus return shipping applies to an eligible voluntary change-of-mind return. Separately paid outbound delivery charges are not refundable for a voluntary return. We do not retrospectively charge outbound shipping that was offered free. These charges do not apply where prohibited by law or when resolving a damaged, defective or incorrect delivery.

2. Standard options and bespoke commissions

Choosing a standard catalogue size or finish, an offered colour temperature or dimming option, cable length or colour, or the appropriate voltage and plug for your country does not, by itself, remove your 30-day return eligibility.

Genuinely bespoke commissions include pieces built to non-catalogue dimensions, a specially commissioned finish or material, a structural modification, or an individual design or configuration made to your specifications. These are not eligible for change-of-mind returns after delivery. Bespoke status and the applicable terms must be identified before payment and recorded in your quotation or order confirmation. A production drawing for an otherwise standard piece does not, by itself, make it non-returnable.

Items clearly identified as final sale before purchase are excluded from our voluntary change-of-mind service. Neither a bespoke designation nor a final-sale label removes statutory rights, including rights relating to faults or misdescription.

3. Cancelling before dispatch

Email contact@casalolalights.com with your order number. Cancellation requests received within 48 hours of placing the order are free of charge.

After 48 hours and before dispatch, any voluntary cancellation charge reflects materials or work already committed to your order and is capped at 20% of the price paid for the cancelled product. We explain the charge before processing the cancellation. Dispatched orders follow the returns procedure. No cancellation charge applies to a valid statutory withdrawal or where cancellation without a fee is required by law.

4. EU and UK consumers: statutory withdrawal

For eligible distance purchases, you may notify us that you are withdrawing within 14 calendar days after receiving the goods, without giving a reason. You then have a further 14 calendar days after notifying us to send them back. You may also exercise an applicable withdrawal right before delivery. Any longer deadline required by applicable law takes priority.

No restocking or cancellation fee applies. We refund the product price and any standard outbound delivery charge. The additional cost of an express or premium delivery service above standard delivery is not refundable unless required by law.

You pay the direct return-shipping cost only where this was properly disclosed before purchase. For goods that cannot normally be returned by post, the applicable return cost or a reasonable estimate must be disclosed as required by law. Where the required information was not provided, we bear the return cost to the extent required by law.

You may inspect the goods as you could in a shop. Our voluntary unused, uninstalled and original-packaging conditions do not override this right. Only a lawful deduction for diminished value caused by handling beyond what is necessary to establish the goods' nature, characteristics and functioning may apply.

The statutory exception for goods made to your specifications or clearly personalised is assessed under applicable law. Merely starting production after an order, selecting a standard catalogue option or marking an item final sale does not automatically create an exception. Other mandatory consumer protections in your country also remain unaffected.

5. Damaged, defective, incorrect or misdescribed goods

If an item arrives damaged, defective, incorrect or not as described, contact us with your order number and, where possible, photographs. We cover the necessary return shipping and provide a free replacement or full refund, including the applicable original delivery charge. There is no restocking fee. This protection also applies to bespoke and final-sale pieces.

Please report visible delivery problems promptly, ideally within 30 days, so we can assist quickly. This is not a deadline that removes later warranty or statutory claims. Not recording damage on a delivery receipt does not, by itself, remove your rights. Do not install or use a fixture with suspected electrical or structural damage.

6. Return destination and procedure

Email contact@casalolalights.com with your order number. Our team aims to respond within one business day with instructions, a return reference and the appropriate shipping address.

Returns are handled through our European warehouse or our workshop in Zhongshan, China, depending on the item and delivery country. A return may involve international shipping. Contact us before ordering for the applicable destination and a return-freight estimate, especially for large or crated fixtures. We provide the complete assigned address in the return instructions; please do not send goods to the registered office or an address on the original label without checking.

Pack the piece securely and use a trackable service. Original protective packaging is required for our voluntary return service; equivalent safe packaging may be used when exercising statutory rights. A return reference helps us process your parcel but is not a condition for giving valid notice of statutory withdrawal.

7. Refunds and exchanges

Refunds are made to the original payment method. For voluntary returns, we process the refund within 10 business days of receiving and inspecting the returned piece. Your bank or payment provider may require additional processing time.

For statutory withdrawal, we refund within the applicable legal deadline, normally 14 calendar days after notification. Unless we have offered to collect the goods, we may withhold the refund until the goods are received or you provide evidence of return dispatch, whichever occurs first, as permitted by law. Any shorter mandatory deadline takes priority.

Exchanges follow the same eligibility, condition and cost rules as returns. Contact us to discuss a different standard piece.

8. Lost or undelivered shipments

If a shipment is lost, we arrange a free replacement or a full refund. If an order has not been delivered within 90 days of dispatch, we issue a refund automatically. You do not have to wait 90 days where an earlier remedy is due under the agreed delivery terms or applicable law.

9. Two-year warranty

Every Casalola piece carries a two-year warranty against manufacturing defects, starting on delivery. We repair or replace a covered fault in materials or workmanship at no cost. Email your order number and a description of the issue to contact@casalolalights.com.

The warranty does not cover normal wear or damage caused by improper installation, incompatible electrical equipment or unauthorised modification. These exclusions do not remove protection for an unrelated manufacturing fault or your statutory rights, which may continue beyond the warranty. Hardwired fixtures should be installed by a qualified electrician.

Natural variations in stone veining, texture or hand-finished glass that are consistent with the product description are not manufacturing defects. This does not exclude an otherwise eligible change-of-mind return or a claim that the goods are damaged or not as described.

10. Contact

Email: contact@casalolalights.com
Phone: +39 351 587 0892
Monday to Friday, 09:00–18:00, Rome time.

For production and transit information, see Shipping & Delivery in our Terms of Sale.