Returns Policy

1. Unwanted items

If you change your mind about an eligible item purchased online, you may request a return within **7 days of receiving the item**, provided that:

– the item is unused, undamaged and in its original condition;
– all original packaging, labels, accessories and components are included;
– the item has not been assembled, installed, altered or customised;
– you notify us within the applicable return period.

For eligible change-of-mind returns, the customer is responsible for the direct cost and safe return of the item to CASA ART. Where applicable, South African law gives consumers a seven-day cooling-off right for certain electronic transactions, with the direct cost of returning goods generally borne by the consumer.

2. Items that cannot be returned for change of mind

Unless required by law, we do not accept change-of-mind returns on:

– customised or personalised products;
– products made or ordered to your specifications;
– items that have been installed, assembled, altered or damaged after delivery;
– items returned without their original packaging, accessories or components;
– clearance or final-sale products where this has been clearly disclosed before purchase.

These exclusions do not limit any rights you may have in respect of defective, unsafe, incorrectly supplied or misdescribed goods.

3. Damaged, defective or incorrect items

Please inspect your order as soon as it arrives.

If an item is damaged in transit, defective, incorrect, or materially different from what you ordered, contact us as soon as reasonably possible and provide:

– your order number;
– a description of the issue; and
– clear photographs or video showing the product, packaging and damage where relevant.

Where a return is valid because the goods are defective, incorrect or otherwise returnable under applicable consumer law, we will arrange an appropriate remedy, which may include repair, replacement or refund.

South Africa’s Consumer Protection Act provides consumers with specific rights relating to defective and returnable goods, and this policy does not reduce those rights.

4. Return approval

Please contact CASA ART **before returning any product**.

Once your request has been reviewed, we will provide return instructions where applicable.

Items returned without prior approval may experience delays in processing.

5. Condition of returned goods

Returned products must be securely packaged to prevent damage in transit.

If a returned item has been used, damaged, altered, assembled, or is missing packaging or components, we may reduce the refund where permitted by law or decline a voluntary change-of-mind return.

6. Refunds

Once we receive and inspect the returned item, we will notify you of the outcome.

Approved refunds will be issued using the original payment method where reasonably possible.

Please allow time for the refund to reflect, as processing times may vary depending on your bank or payment provider.

Where a statutory cooling-off right applies to an electronic transaction, the ECT Act provides for a full refund of payment within 30 days of cancellation, subject to the applicable requirements.

7. Delivery and return costs

For change-of-mind returns, return delivery costs are generally for the customer’s account.

Where CASA ART has supplied an incorrect, defective or qualifying damaged product, we will cover or arrange reasonable return delivery costs where required.

Original delivery charges may not be refundable for voluntary change-of-mind returns unless required by law.

8. Large, fragile and high-value items

Many CASA ART pieces are large, fragile or high-value.

Please retain all packaging until you have inspected your purchase and are satisfied with it.

Where specialist collection or return transport is required, we will advise you of the process before the return is arranged.

9. Exchanges

Where stock is available, we may offer an exchange instead of a refund.

If the replacement item has a different price, any difference will either be refunded or payable before dispatch.

10. Your statutory rights

Nothing in this policy is intended to exclude or limit any rights available to consumers under applicable South African law, including the Consumer Protection Act and the Electronic Communications and Transactions Act.

11. Contact us

To request a return or report a problem with an order, contact:

**CASA ART**
Email: `casaarts@proton.me`
WhatsApp: `+27 62 647 2855`

Please include your **order number** in all return enquiries.