Política de reembolso

Return & Refund Policy

Last updated: 27/03/2026

Thank you for shopping with us. We want you to be completely satisfied with your purchase. This policy outlines your rights and our procedures for returns and refunds in compliance with European Union consumer laws.

1. Right of Withdrawal (14-Day Cooling-Off Period)

If you are a customer in the European Union, you have the right to withdraw from your purchase within 14 days without giving any reason.

  • The withdrawal period expires 14 days after the day you receive your order.
  • To exercise your right of withdrawal, you must inform us of your decision via email at: support@casalumenza.com
  • You may use a clear statement (e.g., email) indicating your decision to return the product.

2. Return Conditions

To be eligible for a return:

  • The item must be unused, undamaged, and in its original packaging.
  • All accessories, manuals, and components must be included.
  • Proof of purchase (order confirmation or receipt) is required.

We reserve the right to refuse returns that do not meet these conditions.

3. Return Process

  1. Contact us at support@casalumenza.com with your order number and reason for return.
  2. We will provide return instructions and the return address.
  3. Carefully package the item and send it back to us.

Important:
Unless the item is faulty or incorrect, you are responsible for return shipping costs.

4. Refunds

Once we receive and inspect your return:

  • We will notify you of the approval or rejection of your refund.
  • If approved, your refund will be processed within 14 days.
  • Refunds will be issued using the original payment method.

We may withhold the refund until we have received the goods or proof of return.

5. Damaged, Defective, or Incorrect Items

If your item arrives damaged, defective, or incorrect:

  • Contact us within 48 hours of delivery at support@casalumenza.com
  • Please include photos of the issue.

In such cases, we will:

  • Offer a replacement, or
  • Provide a full refund, including shipping costs

6. Exchanges

We only replace items if they are defective or damaged.
If you need an exchange, please contact us at support@casalumenza.com.

7. Non-Returnable Items

The following items cannot be returned:

  • Used or damaged items not due to our fault
  • Items returned without original packaging
  • Custom or made-to-order products (if applicable)

8. Late or Missing Refunds

If you haven’t received your refund:

  1. Check your bank account again
  2. Contact your payment provider
  3. Contact your bank (processing times may vary)

If you still have not received your refund, contact us at support@casalumenza.com.

9. Contact Information

For any questions regarding returns and refunds, please contact us:

  • Email: Support@casalumenza.com
  • Address: 16 rue de Chateaudun, 75009, Paris

This policy does not affect your statutory rights under applicable consumer laws.