Refund Policy
Refund Policy
Return Policy
At Casovina, customer satisfaction is our priority. If you receive a damaged or incorrect item, here's our straightforward process for returns or replacements.
10-Day Window for Damaged or Incorrect Items
If your item arrives faulty or isn't what you ordered, you have 10 days from the delivery date to request a refund or replacement. Please include clear photos or video showing the issue.
Start any return or replacement request by emailing support@casovina.com. Requests made after the 10-day window can't be honored — refunds are issued only for items that are genuinely damaged, defective, or incorrect.
Clothing & Apparel Returns
- Condition required: Items must be unworn, unwashed, with original tags still attached, returned in original packaging. All returns are inspected; visible wear or damage will result in the return being declined.
- Return shipping: Customers cover return shipping costs for clothing items. We don't provide prepaid labels and aren't responsible for return shipping, except where the item itself is defective, damaged, or wrong.
- Sizing: If the correct size and item were shipped, we can't accept returns or cancellations based on fit or personal preference — please check our size guide carefully before ordering.
- Other restrictions: See the Non-Returnable Items section below for further exclusions.
Non-Returnable Items
The following can't be returned:
- Perishable goods (food, flowers, plants)
- Custom or personalized products
- Personal care/beauty items
- Hazardous materials, flammable liquids, or gases
- Sale items or gift cards
Returns are accepted only for defective, damaged, or incorrect items with photo/video proof. Simply not wanting an item after it arrives isn't grounds for a refund. Shipping-related add-ons (such as shipping protection or expedited shipping) are non-refundable — refunds cover only the product price.
Incorrect Address
You're responsible for entering accurate shipping details at checkout. We offer a short window to correct mistakes after ordering, but orders that fail to deliver due to an incorrect address aren't eligible for a refund.
Lost or Stolen Packages
We're not responsible for packages confirmed as delivered to the address provided. We don't refund lost or stolen packages — please contact the carrier directly. If you purchased shipping protection, you may file a claim under its terms.
High-Demand Periods
During busy seasons, delivery times may be affected. Once an order ships, we're not responsible for carrier, customs, or other external delays, and delivery-timing concerns during these periods aren't grounds for a refund or return, regardless of order date. We recommend ordering early during high-demand periods.
EU 14-Day Cooling-Off Period
Customers in the European Union have the legal right to cancel or return an order within 14 days, for any reason. The item must be unworn, unused, with tags attached, in original packaging, with proof of purchase — all returns are inspected.
Return shipping costs under this cooling-off period are the customer's responsibility, unless the item is defective, damaged, or incorrect.
The following are excluded even under the EU cooling-off right:
- Perishable goods
- Custom or personalized products
- Personal care/beauty items
- Hazardous materials
- Sale items or gift cards
- Custom-made clothing/accessories
- Hygiene-sensitive items (e.g. underwear)
Starting a Return
Email support@casovina.com to begin a return or replacement request. Please don't send items back without prior approval — unapproved returns won't be accepted.
Refunds
Once approved, refunds are issued to your original payment method within 15 business days. Your bank or card provider may take additional time to post it. If more than 15 business days pass with no refund, contact us at support@casovina.com.
Acknowledgment
By placing an order with Casovina, you accept the terms outlined in our shipping, return, and seasonal-delay policies, including those covering delivery timing, customs, and lost/stolen packages. Completing a purchase means you agree not to dispute charges or request refunds based on delivery delays or transit-related charges.
Our support team is available:
Monday–Friday: 9:00–19:00
We reserve the right to update this policy at any time.
Contact
Casovina LLC
6158 Willow Creek Drive, Charlotte, NC 28210, United States
Email: support@casovina.com