Refund and Return Policy

Return and Refund Policy

At Casa Nova, our goal is to provide you with high-quality products and exceptional customer service. Your satisfaction is our priority, which is why we offer a 30-day guarantee. If you are not satisfied with your purchase, for any reason, please contact us via our contact page.

Cancellation Policy

Please note that any changes or cancellations to an order must be made within 24 hours of placing it. After this time, we may not be able to fulfill your request, as the order may already be in processing. If you cancel within 24 hours, your refund will be processed within 10 business days.

Returns and Refunds

We offer a 30-day return window for unused items returned in their original packaging. However, we do not offer refunds for items that are worn, damaged, or used due to normal or improper use. If you return an unapproved item without a valid reason or outside the 30-day window, we reserve the right to charge a restocking fee of up to 25% of the purchase price.

To initiate a return, email us within 30 days of delivery with your order number and the reason for the return. Our team must approve all returns before you ship the product. Items must be returned in their original packaging and unused condition. Include your order number and shipping name in the return package for expedited processing. Return shipping costs are the customer's responsibility, unless the item is damaged upon receipt. Shipping costs are non-refundable.

After receiving your return, we may take up to 10 business days to inspect the item(s). Once we confirm the item(s) are in good condition, please allow up to 40 business days from the confirmation date for your refund to be processed. If you have not received your refund after confirmation, please contact your financial institution.

We do not issue refunds for items that are worn, damaged, or used due to normal or improper use.

All refunds are processed in US Dollars ($USD) based on the original purchase. Please note that customers are responsible for any fees associated with foreign currency transactions or exchange rates.

Product issues

We take product safety seriously and encourage our customers to use our products safely and responsibly. Follow all appropriate usage instructions and safety precautions provided with the product and all resources available on our website. Failure to follow these guidelines may result in damage or injury for which we cannot be held liable, and any resulting refunds or replacements will be at our discretion. If you experience any discomfort while using our products, discontinue use immediately and contact us through our contact page. We will help you resolve any issues or questions.

Damaged items

We carefully package our products to prevent damage during shipping. An item is considered damaged if it has a defect or is physically broken. Packaging damaged during shipping, such as dented boxes, etc., with an undamaged product, is not considered damaged.

If your item arrives damaged, please notify us within 48 hours of delivery. To report a damaged item, email us and attach a clear photo of the damage. We will determine your eligibility for a replacement at no cost to you. We do not refund or accept returns on items damaged by normal use, wear, or misuse.

Shipping and Delivery

While we aim to deliver your order promptly, we cannot be held responsible for shipping or delivery delays beyond our control, including those caused by the carrier, customs, or other factors. If you experience delivery issues, contact the carrier directly for assistance. We are not responsible for lost, stolen, or delayed packages.