Refund & Return Policy
Last Updated: September 2026
At Casa Vero, we take great care in ensuring that every order reaches you as expected. If there is an issue with your order, we are committed to reviewing it promptly and providing an appropriate resolution where eligible.
Because our products are prepared and fulfilled specifically for each order, we do not accept returns or provide refunds for change of mind, personal preference, ordering the wrong item, or no longer wanting a product once an order has entered processing.
This policy does not limit any rights or remedies available to you under applicable consumer protection laws.
Eligible Refunds or Replacements
A refund or replacement may be available where an order:
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arrives damaged
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arrives defective
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contains an incorrect item
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is missing an item
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is confirmed lost in transit
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has not been delivered within the applicable delivery timeframe described below
All claims are subject to verification and the requirements of this policy.
Damaged or Defective Products
If your product arrives damaged or defective, please contact Casa Vero within 7 days of confirmed delivery.
Your request must include:
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your full name
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your Casa Vero order number
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a description of the issue
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clear photographs of the affected product
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photographs of the shipping packaging and shipping label
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a video demonstrating the issue where reasonably required
Please retain the product and all original packaging until your claim has been resolved.
Once the information has been reviewed and the claim approved, Casa Vero may provide either:
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a replacement at no additional cost
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a refund to the original method of payment
A refund or replacement will not be issued where sufficient evidence cannot reasonably be provided to verify the claim.
Incorrect or Missing Items
If your order contains the wrong product, wrong variation, incorrect quantity, or is missing an item, please notify us within 7 days of delivery.
Please include photographs or video of:
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everything received in the package
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the external packaging
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the shipping label
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any other information reasonably requested to verify the issue
If confirmed, Casa Vero will arrange an appropriate replacement or refund.
Lost or Significantly Delayed Orders
Shipping and delivery dates displayed by Casa Vero are estimates unless expressly stated otherwise.
A package will not be considered lost solely because it has experienced a normal carrier or customs delay.
If tracking shows that an order remains undelivered for an extended period, please contact us so that we can investigate the shipment with our fulfilment and delivery partners.
Subject to verification, an order may become eligible for a refund or replacement where it remains undelivered beyond:
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45 days from the original shipping date for orders shipped within the United States;
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60 days from the original shipping date for most other destinations; or
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110 days from the original shipping date for orders shipped to Brazil.
Where applicable law provides you with additional or earlier rights relating to delayed delivery, those rights will continue to apply.
Casa Vero may first investigate the order with the applicable carrier or fulfilment provider before approving a refund or replacement.
Orders Marked as Delivered
If carrier tracking confirms that an order was successfully delivered, the order will generally be considered fulfilled.
If tracking shows delivered but you cannot locate the package, we recommend first:
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checking all entrances, mailrooms, concierge areas, parcel lockers, and other secure delivery locations;
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checking with other members of your household or building;
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checking with neighbours where appropriate; and
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contacting the carrier directly.
If the package still cannot be located, please contact Casa Vero.
We may require written confirmation, documentation, or a non-delivery certification from the applicable carrier or postal service confirming that the shipment was not successfully received before a refund or replacement can be approved.
Casa Vero is not responsible for packages confirmed as properly delivered to the shipping address provided at checkout where there is no evidence of carrier or fulfilment error, except where otherwise required by law.
Incorrect Shipping Addresses
Customers are responsible for ensuring that all shipping information entered at checkout is complete and accurate.
If you notice an error in your shipping information, please contact us immediately.
We will make reasonable efforts to correct the address before fulfilment; however, we cannot guarantee that changes can be made after an order has entered processing or has been shipped.
Casa Vero is not responsible for orders lost, returned, or delivered incorrectly because of an inaccurate or incomplete address supplied by the customer, except where the issue resulted from an error by Casa Vero or our fulfilment partners.
Additional shipping charges may apply where an order must be resent because incorrect customer-provided information prevented delivery.
Order Cancellations
Please contact us as soon as possible if you would like to cancel an order.
An order may only be cancelled for a full refund before it has entered processing or fulfilment.
Once an order has been processed, submitted for fulfilment, prepared for shipment, or shipped, cancellation cannot be guaranteed and the order may no longer be eligible for cancellation.
Certain products, including customized, personalized, print-on-demand, preorder, or specially sourced products, may become final sale immediately after the order is submitted or payment is processed where indicated on the applicable product page.
Change of Mind
Except where required by applicable law, Casa Vero does not accept returns, exchanges, or refunds for:
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change of mind
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deciding that you no longer want or need the product
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ordering the incorrect size, colour, quantity, or variation
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personal preference regarding the product
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minor colour differences caused by screens, lighting, or photography
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failure to review product dimensions or specifications before purchasing
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buyer’s remorse
We strongly encourage customers to review product descriptions, dimensions, materials, colours, quantities, and other specifications carefully before completing a purchase.
Normal Product Variations
Minor variations in colour, finish, texture, dimensions, or appearance may occur because of manufacturing processes, materials, photography, lighting conditions, and differences between digital displays.
Reasonable variations that do not affect the intended function of the product are not considered defects.
Final Sale Items
Products identified as Final Sale at the time of purchase cannot be voluntarily returned or exchanged.
This does not affect claims relating to products that arrive damaged, defective, incorrect, or otherwise qualify for a remedy under applicable law.
Evidence Required for Claims
To protect both our customers and Casa Vero from fraudulent or unverifiable claims, we may require reasonable supporting documentation before approving a refund or replacement.
Depending on the circumstances, this may include:
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photographs
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video evidence
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photographs of packaging
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shipping labels
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carrier tracking information
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written carrier confirmation
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non-delivery certification
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other information reasonably necessary to investigate the claim
Failure to provide reasonably requested evidence may prevent us from verifying and approving a claim.
Submitting a claim does not automatically guarantee a refund or replacement.
Refund Method
Approved refunds will normally be returned to the original payment method used for the purchase.
Once Casa Vero issues a refund, processing times may vary depending on your bank, card issuer, or payment provider.
Original shipping charges are generally non-refundable unless:
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the refund results from an error attributable to Casa Vero or our fulfilment provider;
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the entire order qualifies for a refund because of an eligible fulfilment issue; or
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reimbursement of those charges is otherwise required by law.
Replacements
Where a replacement is approved, Casa Vero will generally send the replacement to the shipping address associated with the original order unless otherwise agreed.
A replacement may be offered instead of a refund where appropriate.
If the original product is no longer available, Casa Vero may offer:
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a comparable replacement
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store credit with your agreement
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a refund of the applicable purchase price
Returned-to-Sender Packages
If an order is returned to sender because of:
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an incorrect or incomplete customer-provided address
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unsuccessful delivery attempts
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refusal of delivery
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failure to collect a package