Refund policy
Returns and Refunds Policy
We want every Casemiri purchase to be handled with the same care we put into preparing each order. Return conditions may vary depending on the destination of the order, as set out below.
1. Cancellations
You may request the cancellation of your order before it has been shipped by contacting us at refunds@casemiri.com.
We will confirm whether cancellation is still possible based on the status of your order. If the order has already been shipped or is at an advanced stage of preparation, it can no longer be cancelled and you may instead proceed with a return in accordance with the conditions set out below.
2. Returns in Italy and the European Union
For orders delivered in Italy or another European Union country, you have the right to withdraw from your purchase within 14 days of receiving the product, without having to provide any reason, in accordance with applicable law.
To exercise your right of withdrawal, you may use the withdrawal function available on our website or contact us at refunds@casemiri.com.
To help us identify your order quickly, please provide:
- Order number;
- First and last name;
- Product you wish to return;
- Reason for the return, if you wish to provide one (optional).
You will receive confirmation of your request together with the instructions required to complete the return.
After notifying us of your withdrawal, the products must be returned within 14 days.
3. Returns from the United States and Australia
For orders delivered to the United States or Australia, Casemiri voluntarily offers the possibility to request a return within 14 days of receiving the product.
To request a return, contact us at refunds@casemiri.com, providing your order number and the product you wish to return. We will provide you with the return address and the necessary instructions.
Return shipping costs from the United States and Australia are the responsibility of the customer. The customer must arrange the return shipment independently using a tracked service and follow the instructions provided by Casemiri.
The shipment must be correctly declared as returned goods / returned merchandise. Any duties, taxes, customs charges or other costs arising from an incorrect declaration or failure to follow the return instructions may be deducted from the refund amount, to the extent permitted by applicable law.
Casemiri is not responsible for return parcels that are lost, damaged or not delivered during a shipment arranged independently by the customer. We therefore recommend using a tracked service and keeping the shipping receipt and tracking number until the refund has been completed.
4. Condition of Returned Products
Please return products in the same condition in which they were received and, where possible, complete with their original packaging, tags and any included accessories.
Products must not have been used beyond what is necessary to establish their nature, characteristics and fit, and must not show, among other things, signs of wear, washing, alterations, perfume, cosmetics or damage attributable to the customer.
For returns subject to the right of withdrawal provided under European Union law, the customer is responsible for any diminished value of the product resulting from handling other than what is necessary to establish its nature, characteristics and functioning. In such cases, the refund may be proportionally reduced to the extent permitted by law.
5. Return Procedure and Costs
Italy and European Union
The return is free of charge. After notifying us of your withdrawal, you will receive the return instructions by email. The customer must arrange and initially pay for the return shipment in accordance with the instructions provided by Casemiri. The cost of the return shipment will subsequently be reimbursed by Casemiri, within the limits and in accordance with the methods indicated in the return instructions.
To obtain reimbursement of the return shipping cost, the shipment must be made in accordance with the instructions provided by Casemiri and the relevant receipt or other documentation proving the cost incurred must be retained.
United States and Australia
The return shipment must be arranged and paid for entirely by the customer. Before shipping the product, you must contact Casemiri and follow the instructions provided for the correct return and customs declaration of the goods.
We recommend including a reference to the order number inside the parcel to help us identify the return.
6. Refunds
Once the return has been received, the product will be inspected.
If the return meets the applicable conditions, the refund will be issued using the same payment method used for the purchase, unless otherwise agreed with the customer.
For orders in Italy and the European Union, refunds will be issued in accordance with the time limits established by applicable law. Casemiri may withhold the refund until the products have been received or until the customer has provided evidence that they have been returned, whichever occurs first.
In the event of withdrawal, any amount originally paid for the standard delivery method will also be refunded. Any additional costs resulting from the customer choosing a more expensive delivery method than the standard option will not be refunded, to the extent permitted by law.
The cost of return shipping paid by the customer in Italy or the European Union will be reimbursed separately in accordance with the methods communicated by Casemiri and subject to verification of the relevant shipping documentation.
For orders in the United States and Australia, where a return is made due to a simple change of mind, the refund covers the value of the returned products. Any original shipping costs paid by the customer and the cost of return shipping are non-refundable, without prejudice to any rights granted under applicable law in the event of a defective, damaged, incorrect or non-conforming product.
Any customs charges or other costs incurred by Casemiri as a result of an incorrect return declaration or failure to follow the instructions provided may be deducted from the refundable amount, to the extent permitted by applicable law.
Once the refund has been issued by Casemiri, the time required for the amount to become available may vary depending on the bank or payment method used.
If you prefer, where available, you may request a voucher of equal value to use towards a new purchase.
You will receive an email confirmation as soon as the refund or any applicable voucher has been issued.
7. Defective, Damaged, Incorrect or Non-Conforming Products
If you have received a defective product, a product damaged during delivery, a product different from the one ordered or a non-conforming product, please contact us as soon as possible at orders@casemiri.com, providing your order number and, where possible, attaching photographs and a brief description of the issue.
In these cases, Casemiri will provide assistance and cover any costs necessary for the return of the product in accordance with applicable law.
For purchases made by consumers in Australia, all rights and remedies provided under the Australian Consumer Law, including applicable consumer guarantees, remain expressly unaffected.
The rights provided under this Returns and Refunds Policy do not in any way limit any mandatory rights granted to consumers under applicable law.
8. Exclusions
The right of withdrawal does not apply in cases expressly excluded under applicable law, including, where relevant, made-to-measure or clearly personalised products.
Any exclusions do not limit the customer’s rights in the event of a defective, damaged, non-conforming or incorrect product.
9. Contact Us
For requests relating to cancellations, returns or refunds, our team is available at refunds@casemiri.com.
Note: Casemiri reserves the right to update this Returns and Refunds Policy. The conditions applicable to an order are those available at the time of purchase, without prejudice to any mandatory rights granted under applicable law.
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