Returns & Refunds

For most standard items ordered online or by phone, you have 14 days from the day after delivery to let us know you’d like to return your order. This reflects your cooling-off rights under UK consumer law.

Items must be unused, in “as new” condition and returned with all parts, fixings and instructions. Original packaging must be included where reasonably possible.

If returned items show signs of use or damage, we may reduce the refund to reflect any loss in value.

Please inspect items as soon as reasonably possible after delivery. If you notice visible damage, missing parts or an incorrect item, take clear photographs and contact us within 48 hours with your order number.

If a fault appears later, get in touch as soon as you notice it. We may request photos or a short video and, for higher-value items, we may arrange an in person inspection. Where a fault is confirmed, we usually offer to repair first, then a replacement, or a refund if neither is suitable.

We can’t cover issues caused by misuse, accidental damage, incorrect assembly by third parties or unsuitable conditions such as excessive heat, damp or direct sunlight.

Some items are made or finished specifically for you and can’t be resold. Unless faulty or misdescribed, we’re unable to accept change-of-mind returns for made-to-order or bespoke items, personalised products, opened mattresses or hygiene-sensitive items, clearance or ex-display items sold as seen, or items altered after delivery.

If you’re unsure whether an item is eligible, please contact us before ordering.

If you’re returning an item because you’ve changed your mind, return costs are your responsibility. For large items, we can arrange collection through our delivery partners on request. Collection fees apply and depend on location and item size. We will always confirm the exact cost in writing before arranging collection.

If an item is faulty, damaged in transit or incorrect, we’ll cover reasonable return or collection costs once the issue is confirmed.

To request a return or discuss an issue, please email contact@casanainteriors.co.uk with your order number, the item(s) concerned and a brief description. Photos are helpful where relevant.

We’ll confirm eligibility and outline the next steps in writing.

Once returned items are received and inspected, refunds are issued to the original payment method. We aim to process refunds within 7 working days, though your bank or card provider may take longer to show the credit.

If you cancel a full order within the cooling-off period, any standard delivery charge paid will also be refunded. Optional or upgraded delivery services are not refunded unless the item is faulty.

Orders placed on behalf of a business, landlord or developer are treated as trade purchases. Change-of-mind returns are not normally available unless agreed in writing before purchase.

If you’re unsure how your order is classified, please contact us before ordering.