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 our return and refund process works — no fine print, no surprises.

Your 30-Day Return Window

You have 30 days from the date you receive your order to request a return. This applies to all products except custom-made pieces and items marked as final sale at the time of purchase.

Something Wrong With Your Order?

If your item arrived damaged, defective, or is not what you ordered:

We cover everything. Return shipping, replacement, or a full refund — your choice. Just email us at contact@casalolalights.com within 30 days of delivery with your order number and a few photos showing the issue. Our team will respond within 24 hours and arrange the return for you. You won't pay a thing.

Changed Your Mind?

If your item arrived in perfect condition but it's not right for your space:

You can return it within 30 days. The item must be unused, undamaged, and in its original packaging with all accessories and tags. Return shipping is at your cost. Once we receive the item and confirm its condition, we'll process your refund to your original payment method within 5–10 business days.

Lost Packages

If your order never arrives, we'll send a free replacement or issue a full refund. If the shipment is not delivered within 90 days of the shipping date, we refund automatically — you don't need to chase us.

What Can't Be Returned

Custom orders — pieces made to your specific dimensions, finish, or configuration. These are produced exclusively for you and are not eligible for change-of-mind returns. If a custom order arrives defective or damaged, our full coverage still applies.

Items marked as final sale at the time of purchase.

How to Start a Return

1. Email us at contact@casalolalights.com with your order number and reason for return.
2. Our team will respond within 24 hours with return instructions and, if applicable, a return shipping label.
3. Pack the item in its original packaging. Our lamps are shipped in reinforced wooden crates for a reason — using the original packaging protects the piece during return transit.
4. Ship the item back using the instructions provided.
5. Once we receive and inspect the item, your refund is processed within 5–10 business days.

Please do not ship items back without contacting us first. Returns sent without prior authorization may experience delays in processing.

Refund Details

All refunds are issued to the original payment method. Depending on your bank or card provider, it may take an additional 5–10 business days for the refund to appear on your statement after we process it.

For defective, damaged, or incorrect items: full refund including any original shipping costs.

For change-of-mind returns: product price refunded. Original shipping costs are non-refundable (though shipping is free on most orders, so this typically does not apply).

Exchanges

If you'd like to exchange for a different size, finish, or model, contact us and we'll work with you to find the right piece. Exchanges follow the same 30-day window and condition requirements as returns.

Warranty

All Casalola products include a 1-year warranty against manufacturing defects. If your lamp develops a fault due to materials or workmanship within 12 months of delivery, we'll repair or replace it at no cost to you. Contact us at contact@casalolalights.com with photos and your order number.

The warranty does not cover damage from improper installation, electrical modification, or normal wear over time.

Questions?

Email: contact@casalolalights.com Phone: Monday to Friday, 9:00 AM – 5:00 PM (Rome time)

We respond to all emails within 24 hours.