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Refund policy

What is your return policy?

We want you to feel like every item you bought from CASAINC CANADA is the perfect match for your home. If your shipment is not satisfactory, please contact us and we will have our professional customer services take care of your needs.
(💕Warm Tips: Return services may be delayed as a result of COVID-19 safety measures.)

 

 

 

Returning a product purchased from casainc.ca:


General Returns or Exchanges

  1. CASAINC offers a 30-day return policy on its items from the date they are received.* If you are not satisfied with your purchase CASAINC CANADA will accept returns, and the item must be in its original condition and packaging to be accepted. ( Return shipping costs apply, if the reason for the return is not due to a product defect. If you wish to proceed with our return shipping carrier, the return shipping costs will be deducted from your refund.)
  2. Items sent back without an email having been contacted by our customer service team will not be accepted. All return shipping costs and tracking of products are the responsibility of the customer.
  3. If for any reason your item(s) arrive(s) back to our warehouse damaged or used, we have the right to refuse the refund or issue a partial refund.
  4. You can always contact us for any return questions at contact@casainc.com.

 

There are a few items that can’t be returned:

  • Clearance items
  • Gift cards
  • Open Box Items
  • Personalized items
  • Returned product packaging is damaged or has smear marks
  • Bundled items at discounted rates, e.g. “5 for $25” (unless the entire bundle is returned)
    Items you have already assembled
  • Items marked “Non-Returnable” on the sale page

 

Any outbound shipping charges collected on the order will not be refunded. This includes:

  • The shipping charge for orders under $100
  • Upgraded shipping charges (expedited, express, room of choice, etc.)
  • However, if your item is damaged or defective, these exceptions do not apply. In this case, we’ll take care of it and work with you to find the best solution

 

Damaged Returns

  1. Please check all items immediately upon arrival. In the unfortunate event that an item arrives damaged or missing parts, please contact contact@casainc.com within three days of the item's arrival. 
  2. If you receive a damaged product, please mentioned the information below in your email. Details of the damage to the product, attach a video or picture of the damage to the product, and finally a picture of the outer box marked with the product's item number.

Missing Parts

In the unlikely event that you receive an order with missing parts, please contact us at contact@casainc.com. We will often provide the missing part quickly and free of charge.

 

 

Modified Return Policies

(Our return policy is slightly different for some products and special-occasion purchases:)

Large Appliance Return Policy

Before installing the appliance, please double-check the following when it arrives:

  1. Scan the box for damage.
  2. Make sure the product name and model number match your order confirmation.
  3. Remove the packaging and inspect the appliance.

 

 

How do I return an item?

1、To start a return, visit the contact us page or email to contact@casainc.com

2、Please list the following in your email
     Reason:
     Order Number:
     Product Name&Item Number
     Quantity:
     Product State: open box, installed, used
     Attach Picture or Video:
     Other Remarks:

3. Send your email and you're done! 
(We will respond to your email within two business days, excluding holidays and weekends, thank you for your understanding!)

 

 

About Refunds

What are my refund options?

You can choose to receive store credit for your return, or have the original payment method refunded. Any associated return shipping costs will be deducted from the refund amount. More details can be found  in Refunds.

 

When will I receive my refund?

  • For store credit (never expires!) and gift card refunds, we’ll credit your account within 1 business day once we’ve received notification that you have returned your item(s).
  • For credit card refunds, we’ll begin issuing your refund once we’ve received your returned item(s) correctly. Most banks will process the refund within 3-5 business days.
  • For all other refund methods, please allow up to 2 weeks for us to fully process your return and issue your refund.

 

Warm Tips 💕💕💕:

If you receive the wrong item or it arrives damaged, don’t accept the delivery. Tell your delivery representative(s) and contact us so we can arrange for a replacement. Once you have installed the appliance, it cannot be returned.

You can always contact us for any return questions at contact@casainc.com.