Return and Refund Policy

We want you to be happy with what you bought. If you are not, here is exactly how to send it back.

You have 30 days

You have 30 days from the day your order arrives to request a return. That is longer than the law requires, and it applies whether the item is faulty or you simply changed your mind.

What can be returned

To be accepted, an item must be unused, in the same condition you received it, and in its original packaging with any fittings, bulbs, fixings or accessories included.

We cannot accept returns on items that have been installed, wired in, assembled beyond what is needed to inspect them, or damaged after delivery.

How to start a return

Email info@casaquip.com within 30 days of delivery with your order number and which item you want to return.
We reply within 24 hours with the return address and instructions.
Send the item back. Please use a tracked service and keep your proof of postage.

Please do not post anything back before contacting us. Returns sent without prior notice may not be processed.

Who pays the postage

If you are returning an item because you changed your mind, you pay the cost of posting it back to us. Your original delivery was free, so nothing is deducted from your refund for that.

If the item arrived faulty, damaged or was not what you ordered, we pay. Send us a photo and we will cover the return cost, so you are not out of pocket for our mistake.

Your refund

Once your return reaches us we inspect it and email you the outcome. If approved, we refund the full price you paid for the item to your original payment method within 5 working days.

How quickly the money appears is then up to your bank or card provider, and usually takes a further 3 to 10 working days. If 15 working days have passed since we confirmed your refund and you still have not seen it, contact us and we will chase it.

Exchanges

The quickest way to swap an item is to return the one you have for a refund and place a new order for the one you want. That way you are not waiting on our stock.

Faulty items

If something arrives broken, or stops working within a reasonable time through no fault of yours, email us with your order number and a photo. We will repair, replace or refund it. This sits alongside your rights under the Consumer Rights Act 2015, which we do not limit in any way.

Cancelling before dispatch

If you change your mind before your order has shipped, email us straight away. Provided it has not already left us, we will cancel it and refund you in full.