Returns & Exchanges
Returns & Exchanges
If you need to return or exchange an item, here’s how it works.
If your order hasn’t been packed yet, we’ll do our best to help. Please contact us as soon as possible at hello@casasolen.com.au. Once fulfilment has begun, we’re unable to guarantee changes or cancellations.
We’re sorry to hear that your CASA SOLEN item wasn’t quite right. We want you to feel confident in every purchase — if you would like to return an item, we accept returns within 30 days of delivery.
To initiate a return, please contact us at hello@casasolen.com.au and our team will provide return instructions.
All items must be unused, clean, and in their original condition, with all tags and packaging intact. For hygiene and safety reasons, worn pet items cannot be returned. Items that arrive soiled, used, or without tags cannot be accepted and will be returned to you at your cost.
Refunds are processed within 5 business days of receiving your return. Please allow up to 10 business days for the refund to appear in your account.
Return postage is the responsibility of the customer unless the item arrives damaged or faulty. In such cases, we may request photographic evidence before approving a return.
Original shipping costs are non‑refundable unless the item is confirmed to be faulty.
If you choose to return your item using an untracked service, please ensure you obtain proof of postage. CASA SOLEN cannot be held responsible for returns lost in transit.
We offer exchanges for unused items in their original condition, subject to stock availability. Exchanges must be requested within 30 days of delivery.
To arrange an exchange, please contact us at hello@casasolen.com.au and our team will provide instructions.
Return postage for exchanges is the responsibility of the customer. Once we receive your item, your replacement will be dispatched within 3 business days, depending on stock availability.
If the item you wish to exchange is out of stock, we can offer an alternative product or a refund.
CASA SOLEN cannot accept exchanges for worn pet items or products returned without tags or original packaging.
Returns & Exchanges policy
You can find our full Returns & Exchanges Policy below.