Refund policy
We hope you'll love every piece you receive.
If for any reason you're not completely satisfied with your purchase, we're here to make the return process as simple and straightforward as possible.
Change of Mind
If you've changed your mind about your purchase, you have the right to cancel your order within 14 days of receiving your items, in accordance with the Consumer Contracts Regulations 2013.
Once you've notified us of your decision, you'll have a further 14 days to return the items.
To arrange a return, simply email us at support@casamorattadecor.com with:
- Your full name
- Order number
- The item(s) you'd like to return
Return Conditions
To be eligible for a refund, returned items must be:
- Unused and in their original condition
- Returned with the original packaging
- Handled only as you would when viewing a product in a physical shop
If an item has been handled beyond what is necessary to inspect it, a deduction may be made from your refund to reflect any loss in value.
Faulty or Damaged Items
We take great care in preparing every order. However, if your item arrives damaged, faulty, or not as described, please contact us as soon as possible.
Under the Consumer Rights Act 2015, you're entitled to products that are:
- Of satisfactory quality
- Fit for purpose
- As described
If a fault is identified within 30 days of delivery, you're entitled to a full refund.
If a fault develops within the first 6 months, we'll arrange a repair or replacement where appropriate.
To help us resolve the issue quickly, please email:
- Your order number
- A brief description of the issue
- Photos or videos showing the fault
For faulty, damaged, or incorrect items, we'll cover all return shipping costs.
Non-Returnable Items
Unless faulty, we cannot accept returns for:
- Personalised or custom-made items
- Perishable goods
- Products that cannot be returned for hygiene reasons once opened, including certain textiles and bedding
Return Shipping
For returns due to a change of mind, customers are responsible for the cost of returning the item.
If your return is due to a faulty, damaged, or incorrect product, we'll provide return instructions and cover the return shipping costs.
Refunds
Once your return has been received and inspected, your refund will be issued to your original payment method within 14 days.
Please note that your bank or payment provider may take additional time to process the refund.
Shipping charges are refundable only where required under UK consumer law or when an entire order is cancelled within the statutory cancellation period.
Exchanges
We currently do not offer direct exchanges.
If you'd like a different item, simply return your original purchase for a refund and place a new order through our website.
Need Assistance?
If you have any questions about a return or refund, our team is always happy to help.
We aim to respond within 1–2 business days.