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Return, Exchange and Refund Policy

 

Welcome to Casaviora (hereinafter referred to as "I" or "we"). We are committed to providing high-quality outdoor dining chairs, outdoor armchairs, and outdoor dining table sets. Please read the following policy carefully to understand your rights regarding returns, exchanges, and refunds.

Return Validity Period
We offer a 45-day return window. You may request a return or exchange within 45 days from the date you signed for the receipt of the goods. Requests made after this period will not be accepted.

Return Conditions
We accept returns and exchanges under the following circumstances:

  • Appearance Issues: The product has visible damage or flaws upon arrival.

  • Quality Issues: The product is defective or malfunctions during normal use.

  • Sensory Issues: The product has a strong odor, severe color difference from the website description, or similar issues.

  • Wrong Item Sent: The product received does not match what you ordered (wrong model, size, or color).

  • No Reason Return: You simply changed your mind or no longer want the item (subject to the item being in resalable condition).

Return Process

  • Contact us via email at assist@casaviora.com or call +1 (360) 790-0231 to apply for a return. You must provide your order number, proof of payment, reason for the return, and relevant videos or photos of the product.

  • Our customer service team will process your application immediately. If approved, we will inform you via your contact method and provide the specific return address.

  • You are required to send the product back to our designated return address and wait for us to receive it.

  • Upon receipt, we will immediately inspect the product to verify if it matches the reported situation. If the inspection is passed, we will arrange your refund immediately. For more details on refunds, please refer to the "Refund Policy".

Exchange Process

  • Contact us via email at assist@casaviora.com or call +1 (360) 790-0231 to apply for an exchange. Please provide your order number, proof of payment, reason for the exchange, and relevant videos or photos.

  • Our customer service team will process your application immediately. If approved, we will inform you via your contact method and provide the return address.

  • You need to ship the product back to our designated return address and wait for us to receive it.

  • Upon receipt, we will immediately inspect the product. If it passes inspection, we will arrange for the new product to be shipped within 1-3 business days. The estimated delivery time for the new product is 7-15 business days. For more information on shipping times, please refer to our Shipping Policy.

Refund Process

  • Refund Method: Refunds will be returned to the original bank card account (Visa, MasterCard) used for payment.

  • Processing Time: Depending on the processing efficiency of different banking institutions, we estimate the refund will arrive in your account within 1-5 business days. If it is overdue, please contact us for assistance.

Fees Rules

  • Our Responsibility: For returns caused by product appearance issues, quality issues, odors/severe color differences, or wrong items sent, we will bear the shipping costs.

  • Customer Responsibility: For "No Reason" returns (change of mind), you will be responsible for the shipping costs incurred.

Return Label
To facilitate your return process, a return label is included inside every package. You can use this label to ship the item back to us.

Responsibility Disclaimer
We are not responsible for damages resulting from improper use, accidents, alterations, or negligence after the product has been delivered and signed for. We reserve the right to refuse returns that do not meet the conditions outlined in this policy or items that have been intentionally damaged.

Item Condition Requirements
For "No Reason" returns, the item must be unused, in the same condition that you received it, and in its original packaging. If the item is returned damaged, soiled, or altered due to customer handling, we may deduct a portion of the refund to cover the loss in value.

Order Cancellation
If you wish to cancel your order, please contact us as soon as possible. If the order has not yet been shipped, we will cancel it and issue a full refund. If the order has already been shipped, you will need to follow the "Return Process" after receiving the goods.

Privacy Protection
Any personal information collected during the return or exchange process (such as your name, address, and payment details) will be strictly protected in accordance with applicable privacy laws. We use this information solely for processing your return and will not share it with unauthorized parties.

Contact Us
If you have any questions or need assistance, please contact us using the details below:

Address: 2139 SANCTUARY CT, VIRGINIA BEACH, VA 23454-2258, United States
Phone: +1 (360) 790-0231
Email: assist@casaviora.com
Service Hours: Monday to Friday, 9:00 AM to 6:00 PM (Australia/Sydney, AEST/AEDT)