Refund policy

CASAS ISABELLA

RETURN POLICY

PLEASE NOTE THAT WE DO NOT OFFER FREE RETURNS. RETURN SHIPPING CHARGES APPLY.

Can I return my order?

Yes, you can.

If you are not satisfied with the items you have ordered, you may return them within 30 days of receiving your order.

To be eligible for a return, the following conditions must be met:

  1. The order must include all original parts, components, and packaging, and the product must be returned in its original condition.
  2. The product must show only normal handling. Damage caused by misuse, negligence, or improper handling is not eligible for a return.
  3. Products for which hygiene is important must be thoroughly cleaned before the return process begins.
  4. Any product defects must be reported immediately upon receipt.
  5. We reserve the right to charge the customer for return shipping costs.
  6. Returns will be processed within 7 business days. If all conditions are met, the refund will be officially approved within this period.

We reserve the right to refuse returned items if we believe they have been used or damaged through no fault of our own.

How do I return my order?

If your order meets the conditions above, please follow these steps:

Your email must include:

  • Order number
  • Reason for the return request
  • Photo of the product (if damaged)
  • Customer's first and last name
  • Customer's address

We will then provide you with the correct return address.

Please do not send your return to the sender's address. Returns sent without prior authorization may not be accepted.

The customer is responsible for all return shipping costs.

RIGHT OF WITHDRAWAL

Cancellation Policy

You have the right to cancel your purchase within 14 days from the day you, or a third party designated by you (other than the carrier), receive the goods.

As we operate with a fully automated order processing system, orders are processed immediately after being placed. Therefore, once an order has been processed, it cannot be cancelled before delivery.

To exercise your right of withdrawal, you must notify Casas Isabella by email with a clear statement of your decision to withdraw from the contract.

Your withdrawal will become effective once we have received the returned goods.

The customer is responsible for the return shipping costs.

Orders Already in Transit

As our products are shipped from Asia, delivery times may be longer than usual and are outside our control.

If your order has already been dispatched, it cannot be cancelled. Please wait until you receive the goods and then return them following our return procedure.

To speed up the refund process, we kindly ask you to send us the shipping confirmation once the return has been dispatched.

Effects of Withdrawal

If you withdraw from this contract, we will refund all payments received from you, excluding the original shipping costs (and any additional costs resulting from choosing a delivery method other than our standard shipping option), without undue delay and no later than 14 days after we have received both:

  • Your notice of withdrawal; and
  • The returned goods.

Refunds will be issued using the same payment method used for the original purchase, unless otherwise agreed. No additional fees will be charged for the refund.

IMPORTANT NOTICE

ALL RETURNS MUST BE SENT TO OUR CENTRAL WAREHOUSE IN ASIA AT THE CUSTOMER'S EXPENSE.