Return, Cancellations, Refund Policy – C
Before Delivery & Dispatch of the order
C.1 Customers are allowed to cancel their online or in store orders 24 hours before the dispatch and delivery date, however this should fall within 7 days from date of invoice.
C.2 Refunds for cancelled orders shall be done only through the Original Mode of Payment. A 2.49 % cancellation charges is deducted on invoice value in case the purchase payment was made by credit or debit card. Payments done through cash or cheque will be exempted from the 2.49% cancellation charge.
C.3 Cancellation requests can be made by calling our customer service number at +971 4 337 4765 or sending an email to [email protected]. Customer must present the paid invoice copy.
C.4 Refunds may take up to 7 working days subject to respective bank’s policy. Casa Lusso shall not be liable for any delays in the refunds by the banks.
C.5 Customers who opt to use the 30 days free storage at Casa Lusso’s premises are not eligible for cancellation, refund or exchange.
After Delivery & Dispatch of the Order
C.6 All items supplied have a 1-year Manufacturing defect warranty cover by Casa Lusso (Slovenian Furniture co. LLC)
C.7 In case of return and cancellation during dispatch/delivery process due to change of mind of the customer the below charges will apply:
Shipping charges of AED 500 for deliveries within Dubai, Sharjah and Abu Dhabi city limits
Shipping charges of AED 1000 for all other emirates
A 2.49 % cancellation charges are applied in case of payment by credit or Debit card.
C.8 In a case of return due to manufacturing defect or due to receipt of damaged product,Casa Lusso will replace the defective part or replace the entire product, as applicable, free of defects, within 3 working days. If replacement is not available, client will be given an option of a credit note or a full refund without any cancellation or shipping charges.
C.8.1 In a situation where customer does not want the replacement and requests for a return and refund despite Casa Lusso willing to provide a replacement with a defect free product, the refund will be subject to clause C.7 stated above.
C.9 At the time of delivery, it is the customer’s responsibility to inspect the products. Once accepted by signing the delivery note, no returns due to any other reason will be accepted.
C.9.1 Where the customer chooses to return a damaged or faulty product, such product shall be returned by the customer to Casa Lusso in its original state, with original packing, unused, un-assembled and without any additional damage caused by the customer or any other third party. Products failing to meet the aforementioned conditions are not eligible for returns. Casa Lusso reserves its right to inspect the product and decide if the product is eligible for a return. In case, a product is returned unused but without original packing Casa Lusso reserves the right to deduct 20% of the product value.
C.10 Refunds for cancelled orders shall be done only through the Original Mode of Payment. A 2.49 % cancellation charges on invoice value are applied in case of payment by credit or debit card. Payments done through cash or cheque will be exempted from the 2.49% cancellation charge.
C.11 Cancellation requests shall be done by calling our customer service number at +971 4 337 4765 or sending an email to [email protected]. Customer must present the paid invoice copy
C.12 Refunds may take up to 7 working days depending on the respective bank’s policy. Casa Lusso shall not be liable for any delays in the refunds by the banks
Custom made, pre-ordered items and sales/offer items are not eligible for cancellations or returns.
C.13 Customized and Pre-ordered items cannot be refunded for change of mind or exchanged for any reason. It is the customers responsibility to make sure that all custom-made orders meet their satisfaction, requirements and specification in every regard.
C.14 Re-upholster or changing of colour of an existing product constitutes a Custom-made item which is not eligible for return or cancellation.
C.15 Pre-orders are usually delivered in the period specified in the item’s title. Some delays are expected in few occasions due to shipping line route change or delays in custom clearance. In such events, the customer cannot claim any compensation for delay nor request for cancellation. C.16 Sale/offer/discounted items of above 20% cannot be refunded or exchanged for any reason.
C.17 Customer service agent will revert to any customer complaint within maximum of 3 working days.
C.18 Kindly contact our customer service by email at [email protected] or call at +971 4 337 4765