Return & Exchange Policy

Return & Exchange Policy

This Return & Exchange Policy applies to the after-sales arrangements of the casatimberco (hereinafter referred to as “we”, “us”, or “our”) online store. It explains the applicable timeframe, conditions, procedures, and related responsibilities for returns and exchanges, helping you clearly understand the available options after receiving your order.

1. Return & Exchange Period

The return and exchange period is 35 days from the date of delivery.

The 35-day period is set based on practical considerations. In everyday use, some products require time for unpacking, placement, and actual use, and certain issues may not become apparent immediately. This timeframe allows sufficient time for inspection and assessment while enabling us to conduct verification and processing within a reasonable scope.
Requests submitted after this period will not be included in the standard return and exchange process.

2. Return & Exchange Conditions

Within the valid period, you may apply for a return or exchange under any of the following circumstances:

• The product has visible appearance defects

• The product has quality-related issues

• The product has an unusual odour, significant colour variation, or other issues affecting normal use

• The received item does not match the order information

• A no-reason return or exchange request submitted within the applicable period

Eligibility will be determined based on actual verification results.

3. Return Procedure

If you wish to request a return, please follow the steps below:

1. Contact us by email or telephone, providing your order number, payment details, the reason for return, and relevant photos or videos;

2. Our customer service team will review the request. If approved, you will be notified and provided with a designated return address;

3. Return the item to the specified address and wait for receipt confirmation;

4. Once the item is received, we will conduct an inspection. If the condition matches your description, the refund process will be initiated.

For more information on refunds, please refer to our Refund Policy.

4. Exchange Procedure

If you choose to exchange an item, the process is as follows:

1. Submit an exchange request by email or telephone, including the order number, payment details, reason for exchange, and supporting photos or videos;

2. After verification, if the request is approved, you will be informed and provided with a return address;

3. Return the item to the designated address and wait for receipt confirmation;

4. Upon receipt and inspection, if the issue is confirmed, a replacement item will be dispatched to your delivery address within 1–3 business days.

For shipping-related details, please refer to our Shipping Policy.

5. Refund Process

Once a return request has been approved and the item has passed inspection, refunds will be processed as follows:

• Refund method: Refunds will be issued to the original payment card used for the order, including Visa and MasterCard;

• Processing time: Depending on the processing speed of the issuing bank, refunds typically appear within 3–7 business days.

If the refund does not appear within this timeframe, please contact us for assistance.

6. Shipping Cost Responsibility

Shipping costs related to returns and exchanges are handled as follows:

• If the return or exchange is due to appearance defects, quality issues, unusual odour, significant colour variation, or incorrect items, the return shipping costs will be borne by us;

• For no-reason returns or exchanges, the return shipping costs shall be borne by the customer.

7. Responsibility Statement

Return and exchange requests will be assessed based on order details, product condition, and actual inspection results.
Variations caused by logistics timelines, incomplete information, or changes in product condition are outside our direct control; however, we will provide reasonable assistance and support where possible.

8. Contact Us

If you have any questions regarding this Return & Exchange Policy or the status of your request, please contact us using the details below:

Address:
1237 MADISON AVE SE, Grand Rapids, MI 49507-1722, USA

Customer Service Telephone:
+1 (586) 315-1270

Customer Service Email:
securecaregzt@casatimberco.com

Service Hours:
Monday to Friday, 9:00–12:00 and 14:30–18:30 (GMT)

This Return & Exchange Policy is based on the content currently displayed on the website and applies to all online transactions and after-sales service processes provided by us.