Refund policy

Returns Made Simple

Changed your mind about an order? This policy covers the basics of sending an item back, receiving a refund, and dealing with products that arrive with a problem.

These terms apply to orders placed through our website worldwide, subject to any consumer rights that apply in your location.

Your 30-Day Return Window

Eligible items can be returned within 30 calendar days after delivery. Once this period has passed, we may be unable to accept a standard return unless local law says otherwise.

Before Sending Something Back

Standard returns are accepted when the product has not been used, worn, or washed and remains in its original condition. Please also include the original packaging, tags, labels, and accessories.

A return that does not meet these requirements may be declined or refunded for a reduced amount. Different rules apply when an item arrives damaged, defective, or not as ordered.

Products We Cannot Normally Take Back

For hygiene, safety, and personalization reasons, standard returns are not normally available for:

Underwear or intimate apparel
Customized or personalized items

These exclusions do not apply when the product arrives damaged, defective, or different from what you ordered.

How to Get a Return Approved

Start by contacting our customer support team. Include your order number and a short explanation of why you would like to return the item.

If the product arrived damaged, defective, or different from your order, please include clear photos showing the problem.

Do not send the package until our team has approved the return and provided the return instructions.

Sending Your Return

Once approved, you will receive the return details by email. Returns must be sent to the address provided by our team.

Packaging & Tracking

Make sure the parcel is packed securely and protected against damage during transport. Include the original packaging and other included items where applicable.

Please choose a tracked shipping service and keep the tracking details until your return has been completed. Casanuva cannot take responsibility for a return that is lost, delayed, misdelivered, or damaged while being shipped back.

Who Pays for Return Shipping?

For a standard return, return postage is arranged and paid for by the customer.

If the problem is on our side, such as receiving a damaged, defective, or wrong item, we will cover the applicable return shipping cost or arrange a replacement at no extra charge where appropriate.

We provide free shipping on all orders, so there is no original shipping charge to reimburse for standard returns.

Cancelling an Order

There is a 1-hour window after placing an order during which you can ask us to cancel it.

Our fulfilment process normally begins within 1–3 business days. Once an order has entered fulfilment or has been shipped, cancellation is no longer guaranteed.

If we are able to cancel the order before fulfilment or shipment, the payment will be returned to the original payment method. After shipment, you can use the return process once the order has been delivered.

Receiving Your Refund

We handle returns through refunds rather than direct exchanges. Any approved refund goes back to the payment method used for the original purchase.

Once your parcel reaches our return facility, the item is generally checked within 1–2 business days. Approved refunds are typically processed within 5 business days after inspection.

Your bank or payment provider may then need additional time to make the funds available.

For standard returns, only the purchase price of the approved returned item or items is refunded. If the item does not meet the return requirements, we may decline or adjust the refund. Where possible, the item can be sent back to you at your expense.

We will email you when your refund has been processed.

Something Arrived Damaged or Wrong?

Let us know within 30 days of delivery if your order arrives damaged, defective, or different from what you ordered.

Send us your order number and photos clearly showing the issue. After reviewing the case, we may provide a full refund or send a replacement of the same item free of charge.

This protection also covers products that are normally excluded from standard returns.

Still Waiting for a Refund?

If we have confirmed that your refund was processed, but you cannot see the funds yet, your bank or payment provider may still be completing the transaction.

Allow a little extra processing time and contact our support team if the refund still has not appeared after a reasonable period.

Keeping the Policy Fair

We may decline return, refund, or replacement requests when there is reasonable evidence of fraudulent activity, repeated or excessive returns, improper use of chargebacks, or other misuse of the policy.

This allows us to keep the process fair while supporting genuine return requests.