Returns & Cancellations Policy
At Casani, we want you to be completely happy with your purchase. We understand that sometimes items may not be exactly what you envisioned, and we are committed to resolving these situations quickly and fairly.
For any questions or to start a return, please contact our Customer Service team at info@casani.co.uk. Include your order number in the subject line to help us assist you faster.
Return Policy
1. Bespoke / Made-to-Order Items
• Our made-to-order beds and sofas are customised to your specifications.
• These items cannot be returned or exchanged unless they are faulty or damaged during transit.
• Please double-check all measurements and ensure the item will fit in your home before confirming your order.
• Handmade items may have small natural variations (around 3–5cm) due to their bespoke nature.
2. Standard Items
• Accessories, lighting, lamps, and other non-made-to-order items can be returned within 14 days of receipt, in line with Distance Selling Regulations.
• Items must be unused, undamaged, and in their original packaging, with proof of purchase.
• Returns that are not in original condition may incur a 35% restocking fee.
• Customers are responsible for return postage costs.
3. Faulty or Damaged Items
• If your item is faulty or damaged, contact us within 24 hours of delivery at info@casani.co.uk with photos and your order number.
• We will arrange a repair, replacement, or refund depending on the situation and in accordance with your statutory rights.
4. Exceptions
• We cannot accept returns for items that have been used, modified, damaged, or altered, or if they have been dropped or broken.
Cancellations Policy
1. Bespoke / Made-to-Order Items
• You may cancel your order within 24 hours of purchase at no cost.
• After 24 hours, a 30% cancellation fee of the order value applies, reflecting the work and resources already invested in creating your item.
2. Standard Items
• You may cancel your order prior to dispatch at no cost.
• Once dispatched, cancellations are treated as returns and must follow the Returns Policy.
Processing Refunds
• Refunds are issued to the original payment method once the returned items are received and inspected.
• Please allow up to 14 working days for the refund to be processed.
We hope this policy gives you a clear understanding of your rights when shopping with Casani. If you have any questions, don’t hesitate to contact us at info@casani.co.uk. Thank you for choosing Casani!