Refund policy

At House of Casa, every piece is crafted and inspected with care. We want you to love your purchase, and we are committed to ensuring your experience is smooth and transparent.

Items Not Eligible for Return

The following items are not eligible for return:

  • Sale items and items purchased during sales events, including but not limited to Special Promotional Sales, flash online sales, Black Friday, Afterpay, Christmas and Boxing Day, are FINAL SALE and cannot be returned or exchanged unless faulty or damaged, or as required by Australian Consumer Law.
  • House of Casa does not accept change-of-mind returns for any reason. Please choose carefully when selecting your items, as we are unable to offer refunds, exchanges or store credit for purchases you decide you do not want.
  • Gift cards are non-refundable and cannot be returned or redeemed for cash.
  • Items purchased through a House of Casa stockist: please contact the stockist directly.

Faulty or Damaged Items

We take great pride in the quality of our products and carefully inspect each order before dispatch. If your item arrives damaged or faulty, we will happily assist in line with Australian Consumer Law.

How to report a faulty item

Please email us at info@houseofcasa.com within 3 days of receiving your order and include:

  • your order number
  • clear photos of the fault or damage
  • a brief description of the issue

What happens next

Once assessed and approved, we will:

  • arrange a replacement item (subject to stock availability), or
  • provide a refund to your original payment method if a replacement is not available.

Replacements and refunds will be processed within 5 days of approval.

In most cases, we do not require the item to be returned. If we do need the item back for inspection, House of Casa will cover the return shipping costs.

Natural Variations & Product Characteristics

We endeavour to represent our products accurately, but natural variations may occur between individual pieces. These subtle marks or irregularities do not impact the product’s quality or use.

By purchasing our products, you acknowledge these characteristics as part of their natural beauty and understand they are not eligible for return.

How to Contact Us

For faulty or damaged item claims, please email info@houseofcasa.com. We aim to respond within 2–3 business days.

Australian Consumer Law

Nothing in this policy limits your rights under Australian Consumer Law.