Refund policy

Applies to Tiles, Stone, Porcelain Panels & Pavers (Online Retail Orders)

We want you to feel confident when purchasing from Casa Della Casa. This policy outlines how returns, exchanges, and refunds are handled for orders placed through our online store.

1. Change-of-Mind Returns

Change-of-mind returns are accepted within 30 days of delivery, provided the following conditions are met.

Eligibility Criteria

Returned products must be:
• Unused and undamaged
• In original, unopened cartons
• In resaleable condition
• Standard stocked items only
(no custom, special-order, project editions or discontinued products)

Minimum Return Quantity

The minimum accepted return quantity is:
• Three boxes, or
• 5m²,
whichever is less.

Fees & Costs

• A 20% restocking fee applies to all approved returns.
• Customers are responsible for return freight costs.
(See Section 4 below.)

How to Request a Return

Email returns@casadellacasa.com.au with:
• Your order number
• Description of the item(s)
• Quantity you wish to return
• Photographs of the unopened cartons

All change-of-mind returns must be approved prior to collection.

2. Damaged, Incorrect or Faulty Goods

All deliveries must be inspected within 48 hours of receipt.

If your order arrives damaged, faulty, or incorrect:

Contact us immediately at returns@casadellacasa.com.au
Provide photographs of the affected product (ideally in original packaging)

Resolution Options

Where a product is confirmed as damaged, faulty, or supplied in error, Casa Della Casa will:
• Arrange collection, and
• Provide a replacement or refund (depending on availability)

Important

Once products are installed, they are deemed accepted and no claim can be made.

3. Products That Cannot Be Returned

The following products are not eligible for return under any circumstances:
• Custom-made or specially ordered items
• Project Editions or discontinued products
• Products from non-current or differing batches
• Any product that has been cut, installed, used, damaged, or altered
• Natural stone where variation in colour, tone, pattern, or veining is inherent to the material

4. Return Freight

To maintain product integrity and traceability, all return freight is arranged by Casa Della Casa using approved logistics partners.

• Return freight costs are quoted before collection
• This cost is deducted from the refund or store credit
• Products must be securely palletised and accessible for pick-up
• Trade/wholesale customers may request approval to arrange their own insured freight

5. Refunds & Processing Times

Refunds are processed to the original payment method within 10 business days of the returned goods being received and inspected.

Refunds exclude:
• Restocking fees
• Return freight charges

Store credit may be issued upon request.

6. Installation Responsibility

Installers must check all materials prior to laying.
Casa Della Casa accepts no responsibility for:
• Installation of incorrect or faulty products where the issue was visible before laying
• Batch variation or tonal differences between production runs

Need Help?

Our team is here to assist. For support with returns, exchanges, or product issues, contact: returns@casadellacasa.com.au