Refund policy
Effective Date: 15-04-2026
Introduction
At Casanuva, we want every customer to shop with confidence and clarity. This Refund Policy explains how returns, refunds, replacements, and damaged or incorrect items are handled when you place an order through our website. Please read this policy carefully before making a purchase, as it forms part of our Terms of Service.
This policy applies to customers worldwide unless a different approach is required under applicable consumer protection laws.
30-Day Return Guarantee
All eligible customers are entitled to a 30-day return guarantee.
You may request a return within 30 calendar days from the date your order is delivered. This return period applies to eligible products purchased directly through our website.
Requests submitted after the 30-day return period may not be accepted, unless otherwise required by law.
Return Conditions
To qualify for a standard return under our 30-day return guarantee, the item must meet all of the following conditions:
Unused and unworn
Unwashed
In its original condition
Returned in the original packaging
All original tags, labels, and accessories must still be attached
Items that do not meet these return conditions may be refused or may only qualify for a partial refund, unless the item was delivered damaged, defective, or incorrect.
Non-Returnable Items
The following items are generally not eligible for return under normal circumstances due to hygiene, safety, or customization reasons:
Underwear or intimate apparel
Customized or personalized items
If any of these items arrive damaged, defective, or incorrect, they remain eligible for a refund or replacement under this policy.
How to Request a Return
To request a return, please contact our customer support team using the contact details listed below.
To help us process your request efficiently, please include:
Your order number
The reason for the return
Clear photographs if the item is damaged, defective, or incorrect
All return requests must be reviewed and approved before any item is sent back.
Return Approval and Instructions
Once your return request has been reviewed and approved, you will receive a confirmation email with detailed return instructions.
Returns sent without prior approval may be refused, delayed, or remain ineligible for refund processing.
Return Packaging Requirements
Returned items must be packaged properly and securely to avoid damage during return transit.
All original packaging, tags, labels, and accessories should be included with the returned item. If an item is returned in poor condition due to insufficient packaging, the refund may be reduced or the return may be refused where appropriate.
Authorized Return Address
All approved returns must be sent to our authorized return facility only.
Return Address
Kiki / Win-Win Fulfillment
CHN SNG092711
No. 160 Nijiayan Road, Jiangbei District
Ningbo, Zhejiang Province, 315000
China
This is the only authorized return address for approved returns. Returns sent to any other address may not be processed or may be rejected.
Return Shipping Method
Customers must use a trackable shipping service when returning an item.
Casanuva is not responsible for return shipments that are lost, delayed, misdelivered, or damaged during transit. We strongly recommend keeping proof of postage and the tracking number until the return has been received and fully processed.
If a returned parcel is not received and no valid tracking information is available, the return may not be eligible for refund processing.
Return Shipping Costs
If the return is caused by the customer, the customer is responsible for the return shipping fee. The specific return shipping cost depends on the shipping carrier selected by the customer, as well as the destination, package size, and parcel weight.
For standard returns, customers must arrange and pay for the return shipment themselves, unless otherwise agreed in writing by Casanuva.
If the return is due to our reasons, for example if the goods received are damaged, defective, or incorrect, the customer is not required to bear the return shipping fee for that reason. In such cases, Casanuva will cover the applicable return shipping costs or provide a replacement at no additional cost where appropriate.
As Casanuva offers free shipping on all orders, no original shipping charges are applied at checkout and therefore no original shipping fees are refunded for standard returns.
Order Cancellation
Customers may request to cancel an order within 1 hour after placing the order.
Casanuva uses an automated order processing system. After the 1-hour cancellation period, orders may be transferred into the fulfilment process and can no longer be guaranteed for cancellation.
Casanuva normally processes orders within 1–3 business days after the order has been placed. If the cancellation request is submitted within the allowed cancellation period and before the order has been fulfilled or shipped, the order can be cancelled and refunded to the original payment method.
Once an order has been fulfilled, handed over to a carrier, or shipped, it can no longer be cancelled. The customer may then request a return in accordance with our Refund & Return Policy after receiving the order.
Refunds
We do not offer direct exchanges. All approved returns are handled through the refund process outlined below.
Refunds are issued only to the original payment method used at checkout.
Returned items are generally inspected within 1–2 business days after arrival at the authorized return facility.
Once approved, refunds are typically processed within 5 business days after inspection. The time required for the funds to appear in your account may vary depending on your bank, card issuer, or payment provider.
For approved standard returns, refunds apply only to the purchase price of the returned item or items. As shipping is offered free of charge on all orders, there are no original shipping fees to refund.
If a returned item does not meet the stated return conditions, the refund may be refused or adjusted accordingly. Where feasible, a non-qualifying returned item may be sent back to the customer at the customer’s expense.
You will receive a confirmation email once your refund has been processed.
Damaged, Defective, or Incorrect Items
If your order arrives damaged, defective, or incorrect, you must contact us within 30 days of delivery.
Please contact our customer support team and include your order number together with clear photographs showing the issue.
Once the issue has been reviewed and verified, we will offer an appropriate solution, which may include one of the following:
A full refund
A free replacement of the same item
These situations are covered under this policy, including for items that are normally considered non-returnable.
Late or Missing Refunds
If you have received confirmation that a refund has been issued but the funds have not yet appeared, please allow additional time for your bank or payment provider to complete the transaction.
Processing times may vary between financial institutions. If the refund still does not appear after a reasonable period, please contact our customer support team for assistance.
Abuse of Return Policy
We reserve the right to refuse a return, refund, or replacement request where we reasonably suspect abuse of this policy, excessive return activity, fraudulent behavior, chargeback misuse, or other forms of bad-faith conduct.
This measure is intended to protect the integrity of our service while remaining fair to genuine customers.
BUSINESS INFORMATION
Brand Name: Casanuva
Owned and Operated By: QJ Global Limited
Company Number: 78864222
Address: 21st Floor, CMA Building
64 Connaught Road Central
Hong Kong
Contact details
Email: info@casanuva.com
Phone: +1 302 560 3249
Contact form: click here
Customer service
Support hours: Monday to Friday, 8:00 am – 5:00 pm (EST)
We aim to respond within 24 hours.