Return and Refund Policy
At CasaLux®, we strive to ensure that our customers are fully satisfied with their purchases. If you change your mind, or if the product is defective, we are here to help with a smooth return and refund process. Please read our policy below for more details.
1. Can I return my CasaLux product if I change my mind?
1. Can I return my CasaLux product if I change my mind?
Yes, you can return any product within 7 days of receiving your order, provided the item is unopened, unused, and in its original condition, including all packaging.
To initiate a return, please send an email to our customer service team at sales@casalux.ae. Be sure to include your order number and the reason for your return. Our team will respond within 24 hours, providing you with a Return Authorization Number (RAN). Please note that returns cannot be processed without an RAN.
Once we receive your returned item and verify that it meets our return criteria, we will issue your refund. Refunds will be processed within 24 hours of the return approval. Please allow additional time for the refund to reflect in your account, as processing times may vary depending on your payment method.
2. What if an item is defective?
2. What if an item is defective?
If you receive a faulty or defective item, please follow the same return process outlined above but include "FAULTY" in the subject line of your email. Your return will be prioritized, and we will send you a replacement as quickly as possible.
In the case that the item develops a fault after installation, we understand it may no longer be in its unused state. Please contact us at sales@casalux.ae, and we will arrange for a site visit by one of our expert team members to assess and resolve the issue.
3. Who covers the return shipping costs?
3. Who covers the return shipping costs?
If you need to return an item, the return shipping costs are your responsibility unless the item is defective or we made an error in your order.
We strongly recommend using a trackable shipping service for your return to ensure smooth processing. Tracking helps both you and CasaLux® monitor the shipment’s progress. Please note that we are not responsible for any items lost or damaged during the return transit.
4. Products Not Eligible for Return or Refund
4. Products Not Eligible for Return or Refund
- Items purchased during sales or promotional periods
- Items that are used, damaged, or no longer in their original condition
Refund Process - Once we receive the returned item at our warehouse and verify its condition, we will process your refund immediately. Refunds will be credited to the original payment method used for the purchase:
- Credit/Debit Card Payments: Refunds will be processed within 4 working days. The time it takes for the funds to appear in your account may vary depending on your bank or card issuer.
- Cash Payments: Refunds will be issued via bank deposit or transfer. You will need to provide the necessary account details for us to process the refund.
