退款政策
Our Promise
If something is wrong with your order, we make it right. Full stop.
Damaged, defective, incorrect, or lost — we cover return shipping, and you get a free replacement or a full refund including shipping costs. You don't pay anything.
If Your Order Arrived Damaged, Defective, or Incorrect
Email contact@casalolalights.com within 30 days of delivery with your order number and photos of the item and packaging. We'll respond within 24 hours.
We cover all return shipping costs. You choose: free replacement or full refund (including original shipping).
If Your Order Never Arrived
We send a free replacement or issue a full refund. If your order is not delivered within 90 days of dispatch, we refund automatically — you don't need to chase us. We handle the carrier claim.
Changed Your Mind
We accept change-of-mind returns within 30 days of delivery under these conditions:
Items must be unused, undamaged, and in original packaging with all accessories and tags.
Return shipping is at your cost. You may ship to our European or Asian warehouse — we'll provide the address and instructions when you contact us.
Items over 100 cm may incur a 20% restocking fee due to the size and specialist handling required for inspection and repackaging.
Original shipping costs are non-refundable (though most Casalola orders include free shipping, so this typically does not apply).
How to Start a Return
- Email contact@casalolalights.com with your order number and reason for return.
- We respond within 24 hours with instructions and a Return Authorization (RMA) number.
- Pack the item in its original packaging — our lamps ship in reinforced crates for a reason.
- Include the RMA number inside the box.
- Ship using a trackable service.
- Once we receive and inspect the item, your refund is processed within 10 business days.
Please do not ship items back without contacting us first. Returns without prior authorization may experience delays.
Refund Details
All refunds go to your original payment method within 10 business days of approval. Your bank or card issuer may add a short processing delay on their end. If 15+ business days pass after our approval confirmation, contact us and we'll investigate.
EU Customers
If your order is delivered to an EU address, you have a 14-day cooling-off period under EU consumer law, in addition to our 30-day return policy. The item must be unused, in original packaging, with proof of purchase.
What Cannot Be Returned
Custom-made or bespoke pieces produced to your specific dimensions, finish, or configuration. If a custom piece arrives defective or damaged, our full coverage still applies.
Items marked as final sale at the time of purchase.
Warranty
Every Casalola product includes a 2-year warranty against manufacturing defects. If your lamp develops a fault due to materials or workmanship within 24 months of delivery, we repair or replace it at no cost.
The warranty does not cover damage from improper installation, unauthorized modification, or normal wear.
Contact
Email: contact@casalolalights.com Phone: Monday–Friday, 09:00–18:00 (Rome time)
AS SEEN IN
