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Refund policy

CASA SOLEN — Returns & Exchanges Policy

Last updated: 19 August 2026

We want you to feel confident in every CASA SOLEN purchase. If your item isn’t quite right, we offer returns and exchanges in accordance with the policy below.

1. Retail Returns

We accept change-of-mind returns within 30 days of delivery. To initiate a return, please contact our team at hello@casasolen.com.au for instructions.

Commercial Notice: This policy applies strictly to direct-to-consumer retail purchases. Wholesale allocations, commercial partner orders, and boutique B2B pre-orders are non-refundable for change of mind and are governed exclusively by our commercial Partner Portal terms.

Return Conditions

To be eligible for a change-of-mind return, items must be:

  • Unused, clean, and in their original condition.
  • Accompanied by all original tags, structural inserts, and packaging intact.
  • For hygiene and safety reasons, worn or used pet items are strictly excluded from change-of-mind returns.

Items that arrive at our facility soiled, used, altered, structurally compromised, or missing original packaging cannot be accepted. They will be rejected and sent back to you at your own cost.

2. Refunds & Processing

  • Internal Processing: Refunds are processed within 5 business days of our warehouse team receiving, inspecting, and approving your return.
  • Refund Method & Store Credit: Refunds will be issued back to the original payment method used at checkout. If your purchase was made using store credit (in full or in part), any approved refund will be re-credited to your customer account as store credit up to the original store credit amount applied, with any remaining balance refunded to your secondary payment method. Where a change-of-mind return is approved for an order that generated promotional rewards or Casa Credits, any unredeemed credits earned from that purchase will be voided, or the redeemed credit value will be offset against the final refund balance.
  • Clearance Timeframes: Once issued, please allow up to 10 business days for the funds to clear into your original payment account, depending on your financial institution's processing cycles.
  • Shipping Exclusions: Original shipping and handling costs are strictly non-refundable for change-of-mind returns.

3. Return Shipping & Risk Mitigation

  • Postage Costs: Return postage for change of mind is the sole responsibility of the customer.
  • Proof of Postage: We recommend using a trackable shipping service for your return. Please ensure you retain your tracking number and proof of postage. CASA SOLEN cannot be held responsible for returns lost in transit if proof of postage cannot be provided.
  • Transit Risk: Risk remains with the sender until the item is successfully signed for or confirmed as delivered to our warehouse.

4. Retail Exchanges

We offer exchanges for unused retail items in their original condition, subject to stock availability.

  • Timeframe: Exchange requests must be submitted within 30 days of delivery to hello@casasolen.com.au.
  • Exchange Shipping: Return shipping to our warehouse and the subsequent redelivery postage for the new item are the responsibility of the customer.
  • Fulfillment: Once your returned item passes inspection, your replacement item will be dispatched within 3 business days, subject to stock availability.
  • Out of Stock Options: If your requested exchange item is unavailable, we will provide you with the option of:
    • An alternative product of equal value,
    • A store credit applied directly to your registered customer account, or
    • A refund to your original payment method.

5. Faulty or Damaged Items (Australian Consumer Law)

Our goods come with statutory guarantees that cannot be excluded under the Australian Consumer Law (ACL). Nothing in this policy limits or excludes your consumer rights regarding major or minor product failures.

  • Immediate Notification: If your item arrives damaged, structurally defective, or faulty, please contact us immediately at hello@casasolen.com.au with your order number and clear photographic or video evidence of the issue.
  • Assessment & Remedies: We will assess the issue promptly.
    • Major Failures: If a product suffers a major failure, you are entitled to reject the item and choose between a full refund, a replacement, or compensation for any reduction in value. Where an order paid with store credit or gift cards derived from monetary payment suffers a major failure, you are entitled to receive a monetary refund to your original payment account rather than being restricted to store credit. Promotional or non-monetary bonus credits will be restored to your account balance or replaced with equivalent goods.
    • Minor Failures: If the failure is minor and can be repaired within a reasonable time, we may choose to offer a repair, replacement, or refund at our option.
  • Return Postage Reimbursement: If an item is confirmed to be faulty or defective under the ACL, CASA SOLEN will reimburse any reasonable return shipping costs incurred by you.

Need Help?

For any questions regarding your return, exchange, or consumer guarantees, please reach out to our dedicated support team:

  • Email: hello@casasolen.com.au