Refund policy

Last updated: 08/01/26

This Policy explains how cancellations, returns and refunds work for orders placed with Casana Interiors Ltd (“Casana Interiors”, “we”, “us”, “our”). It applies to consumer orders unless stated otherwise. Nothing here affects your statutory rights under UK law, including the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.

1. Your Legal Rights – Overview

If you are a consumer buying online or by phone, the Consumer Contracts Regulations give you a 14-day cooling-off period from the day after delivery. During this time, you can cancel your order for most items. Once cancelled, you usually have a further 14 days to return the goods. You may be asked to cover the return cost and a deduction may be made for any use beyond normal inspection.

Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose and as described. If they are not, you may have a short-term right to reject them within 30 days for a refund. After that period, remedies usually follow a tiered approach: repair, replacement, price reduction or a final right to reject. This Policy explains how these rights apply to our delivered products.

2. Change-of-Mind Returns (Consumers)

2.1 Eligibility and time limits

You can request a change-of-mind return if you tell us within 14 days of delivery that you wish to cancel, and the item is unused, in new condition and returned with all parts, packaging and documentation where reasonably possible. Once you notify us, returns or collections should normally take place within the following 14 days.
Because our furniture is large and unsuitable for postal returns, we will usually arrange collection through our delivery partners.

2.2 Collection costs

If you cancel under cooling-off rights or our goodwill policy, you are responsible for the cost of returning the goods unless the item is faulty or misdescribed. We generally organise the collection and either deduct the cost from your refund or invoice you for it, depending on what is agreed beforehand.
Two-person furniture collections for mainland UK typically start from around £200 per visit, though the final amount depends on postcode, access and the size and number of items. We confirm all costs in writing before you decide.
You may use your own insured courier if you prefer, but you will be responsible for the item until it reaches us. Collections are arranged on a doorstep or kerbside basis unless otherwise agreed in writing.

2.3 Condition of returned goods

You may inspect goods as you would in a showroom. If returned items show signs of use, damage, missing parts or poor packaging that leads to transit damage, we may reduce your refund to reflect any loss in value.
If the condition makes the item unsuitable for resale, we may decline the return or offer only a partial refund. We do not apply automatic restocking fees. Any deduction will reflect the true reduction in resale value.

3. Items Not Eligible for Change-of-Mind Returns

Some items cannot be returned unless faulty. These include made-to-order or bespoke products, personalised items, mattresses and other hygiene-sensitive goods once opened, clearance or ex-display pieces sold “as seen”, and goods altered or modified after delivery.
These exclusions are permitted under the Consumer Contracts Regulations. Your rights relating to faulty or misdescribed goods remain unaffected.

4. Trade, Commercial & Hospitality Orders (B2B)

Orders placed on behalf of a business, landlord, developer, designer or hospitality client are treated as B2B. Change-of-mind returns are not accepted unless agreed in writing before purchase. Faulty or misdescribed goods are handled under our Trade Terms & Conditions of Sale.
If you are unsure whether your order is considered consumer or trade, contact us before ordering.

5. Faulty, Damaged or Incorrect Items

We work to ensure every piece arrives in perfect condition. If something is wrong, we will deal with it fairly.

5.1 Issues noticed at delivery

Please check items when they are delivered. If you notice damage, missing parts or an incorrect item, ask the delivery driver to record it where possible. If you notice damage, missing parts or an incorrect item, ask the delivery driver to record it where possible, or note the issue at the time of delivery.

Contact us within 48 hours with your order number, a brief description and clear photos of the issue and packaging. This helps us resolve matters quickly with our delivery partners, without affecting your longer-term rights. Delivery does not include unpacking, assembly or installation unless agreed in advance.

5.2 Faults appearing in normal use

If a problem arises later, contact us as soon as you can. We may request photos or a short video, and for higher-value items we may arrange a technician visit or independent inspection.
If a manufacturing fault is confirmed, remedies follow the Consumer Rights Act: usually repair first, replacement if repair is not suitable, then a price reduction or refund if neither option is appropriate or successful. If you exercise your short-term right to reject (generally within 30 days), you may be entitled to a full refund.

5.3 What is not considered a manufacturing fault

Normal wear and tear, accidental damage, issues caused by not following care instructions, exposure to unsuitable conditions such as direct heat or sunlight, incorrect assembly by third parties, and damage after alterations or unauthorised repairs are not covered by this Policy.

5.4 Costs where goods are faulty

If goods are faulty, damaged in transit or misdescribed, we will cover reasonable collection or return costs. If a refund is due, we will also refund the relevant portion of your standard delivery charge.

6. How to Request a Return, Repair or Refund

To start a return or raise a query, email contact@casanainteriors.co.uk with your name, contact details, order number, the item(s) you wish to discuss, whether the issue relates to change-of-mind or a fault, and photos or a short video where useful.
We will confirm eligibility, explain any collection charges for change-of-mind returns and outline the next steps and timescales.

7. Refunds – How and When We Pay You

Once returned goods are received and inspected, we process any refund to your original payment method. We aim to issue refunds within seven working days of receiving the item or acceptable proof of return. Your bank or card provider may take longer to display the credit.

7.1 Cancelling under cooling-off rights

If you cancel your full order within the cooling-off period, we refund the price you paid and any standard delivery charge (if applicable). Upgraded or timed delivery fees are not refunded unless the item is faulty or misdescribed.
You remain responsible for the cost of returning the goods, and we may deduct agreed collection charges and any permitted value deductions from your refund.

7.2 Partial returns

If you return only part of an order, we refund the price of those items only. The original delivery charge is usually not refunded unless the entire order is cancelled.

7.3 Faulty, damaged or misdescribed goods

If a refund is due because goods are faulty or misdescribed, we refund the price in full, the relevant portion of the standard delivery charge and any reasonable return or collection costs.

8. Contact Details

If you have questions about this Policy or how it applies to your order, please contact us at:

Casana Ltd
Douglas House, Green Street, Wigan, WN3 4DQ
Email: contact@casanainteriors.co.uk
Telephone: 01925 594 254