Return & Exchange Policy

At Casanha, every item goes through a rigorous quality control process before it leaves our warehouse - inspected in detail, packed with care, and shipped fully insured. We are confident you will love what you receive. Please read this policy carefully before placing your order. By completing a purchase, you acknowledge and agree to the terms below, including any updates published on casanha.com.

1. ORDER CANCELLATION

Customers may request an order cancellation under the following conditions:

  • Within 48 hours of order confirmation: Cancellation accepted. A minimum processing fee of 500,000 VND applies to refunded payments.
  • Between 48 and 96 hours: Cancellation accepted with a cancellation fee of 30% of the cancelled product's value.
  • After 96 hours: Cancellations will not be accepted, as production or procurement may already be underway.

→ Installment payments: Orders paid via installment plans are not eligible for cancellation or refund. The applicable installment agreement terms shall govern.

2. EXCHANGE ELIGIBILITY

Casanha accepts exchange requests in the following circumstances:

  • The product has a manufacturing defect.
  • The product was damaged during delivery by Casanha's designated logistics partner.
  • The product delivered does not match the confirmed order (wrong item, wrong colour, wrong size, or wrong specifications).
  • The product does not fit the customer's space or does not coordinate with existing furniture (size or aesthetic mismatch) - must be reported within 3 days of delivery for HCMC orders and within 10 days for orders outside HCMC.

→ Exchanges are permitted for equal or higher-value products only. No cash difference will be refunded when exchanging for a lower-priced item. Each order is eligible for one (1) exchange only.

3. CONDITIONS FOR EXCHANGE

To qualify for an exchange, all of the following must be met:

  • The product is unused and uninstalled, with no signs of damage from post-delivery handling.
  • All original packaging, labels, price tags, and accessories are intact.
  • The original sales invoice and delivery receipt are provided.
  • The exchange request is submitted within 7 days of delivery (defect or damage cases), or within 3 days (fit or mismatch cases for HCMC) / 10 days (outside HCMC).

→ Video documentation: Casanha strongly recommends recording the entire unboxing process at the moment of delivery. This footage is key evidence when processing an exchange. If the package shows visible signs of damage, deformation, or a broken seal upon arrival, note this in writing with the delivery representative before signing.

4. HOW TO REQUEST AN EXCHANGE

STEP 1 - CONTACT US

Email [email protected] or call (+84) 28 22 128 233 as soon as the issue is identified. Clearly describe the reason for the exchange.

STEP 2 - SUBMIT DOCUMENTATION

Send clear photos and/or video showing the product's condition at the time of receipt. For exchanges, specify the replacement item, color, and/or size requested.

STEP 3 - CONFIRMATION

Casanha will review your submission and confirm eligibility within the next working day.

STEP 4 - EXCHANGE FULFILMENT

Once approved, Casanha will arrange collection and delivery. If the requested replacement is unavailable, an alternative item of equal or higher value will be offered. Cash refunds are not issued.

In-store exchanges are accepted at Casanha physical stores only upon prior email confirmation. A store manager will inspect the item before proceeding.

5. EXCHANGE SHIPPING COSTS

  • Manufacturing defect or delivery damage: Casanha covers all return and re-delivery shipping costs.
  • Customer-initiated exchange (size or fit mismatch): All shipping costs are borne by the customer.
  • If a returned item is found not to be defective upon inspection, the item will be sent back to the customer at their expense.

6. DEFECTIVE OR DAMAGED ITEMS

If you believe you have received a damaged or defective item:

  • Send an email to [email protected] within 7 days of the delivery date, with supporting images or video clearly showing the defect.
  • Casanha will respond within the next working day to schedule a pick-up. All returned items are subject to inspection at Casanha's head office.
  • If confirmed defective, Casanha will replace the item and cover all shipping costs.
  • For fragile items (vases, ceramics, glassware, etc.): inspect carefully upon delivery in the presence of the courier representative. If damage is found at that moment, you may refuse the delivery and notify Casanha immediately by email for a replacement.

Damage caused during third-party delivery: Casanha will work with the customer and the delivery agency to reach a resolution that works for all parties.

7. NON-EXCHANGEABLE ITEMS

The following products are not eligible for exchange under any circumstances:

  • Made-to-Order products (custom size, material, or configuration).
  • Sale and promotional items, including products marked "Final Sale", "Final Markdown", or any form of Clearance Sale / Promotional Sale.
  • Showroom / display products sold as-is.
  • Sealed items that have been opened by the customer (e.g., tableware, kitchenware, home fragrance products).
  • Cutlery and items that cannot be accepted for return for hygienic reasons.
  • Products purchased from unauthorized or third-party selling platforms - Casanha expressly disclaims liability for products not purchased directly from casanha.com or Casanha physical stores.
  • Products that have been used, installed, altered, or show signs of post-delivery damage.

8. REFUND POLICY

Casanha does not issue cash refunds. Store credit or product exchange is offered in lieu of refund where applicable.

  • Purchases made using Vouchers or promotional credits are not eligible for a refund of any remaining balance.

9. GENERAL TERMS

This policy is effective from April 2026 and may be revised periodically. Updates will be published on casanha.com.

  • Should any clause of this policy be found unenforceable, the remaining clauses shall remain in full effect.
  • Matters not covered by this policy are governed by applicable Vietnamese law and Casanha's Terms & Conditions.
  • Casanha reserves the final right of decision on exchange eligibility based on the actual condition of the product at the time of assessment.

For all exchange and return enquiries, please contact:

[email protected]  ·  (+84) 28 22 128 233

61 Võ Nguyên Giáp, Thảo Điền, Thủ Đức, HCMC