In case the products do not meet customers' requirements (regarding the size, the match with other furniture...), please contact us within 3 days from the delivery (sales receipt and delivery note is required) for exchange.
Customers can exchange to other at higher price, otherwise, the difference in amounts will not be refund.
The exchange is only applicable to furniture that are not in use or damage conditions and must be in their original package along with the original Receipt and Delivery Note.
Each Sales Receipt is allowed to chance once, any extra fees regarding the exchange is paid by the customers:
We are unable to accommodate Exchange for all items. Please note that the following items are not eligible:
- Products described as "Made to Order"
- Discounted items as "Final Sale", "Final Markdown" or any form of Clearance Sale
- Display items
No money refunded
We do not accept refunds in cash for products bought with vouchers.
RETURN & EXCHANGE POLICY
All items sold on the website go through intensive quality control procedures. We inspect every single detail of the item before it is shipped, and all goods are shipped fully insured in case of loss or damage. Because we feel that we offer the highest quality products at the best prices, and we inspect and pack all our orders with care, we’re confident that you will be extremely satisfied with your purchase.
Please note in mind that your purchased item/s CANNOT be returned/refund in these following situations
- Products described as "Made to Order"
- Discounted items as "Final Sale", "Final Markdown" or any form of Clearance Sale/ Promotions.
- Display items.
However, there are times when items are damaged, defective, or incorrectly shipped beyond our control. If this is the case for you, we will gladly replace them pursuant to the below policies and procedures under the circumstances of the fault made doesn’t belong to the delivery agency:
Return and Exchange Policy
- Must read and understand the Return & Exchange procedure.
- Items can be returned and or exchanged within 3 days (applied in HCMC) and 10 days (applied outside of HCMC).
- The item/s for return and or exchange must be accompanied by the sales invoice.
- The warranty does not apply for products that have been discounted (as mentioned above).
- Transactions through the casanha.com website may be returned or exchanged in Casanhà physical stores only upon express prior email confirmation at firstname.lastname@example.org
PROCEDURE for EXCHANGING ITEMS
- Items for exchange must be in marketable condition with no damages and alterations, and with all tags still attached or still with original packaging.
- Sealed items that have been unsealed by the customer, such as tableware-kitchenware products, lodge fragrance etc., are not eligible for exchange.
- Due to hygienic reasons, we cannot accept return or exchange of cutleries.
- Send us an email within 7 days of delivery, and specify the reason for exchanging the item/s. For exchanges, identify the requested item, color and or size of replacement.
- Expect to receive our response for the acceptance of the requested exchange within the next working day. Shipping costs of all accepted exchanges will be shouldered by the customers.
- After you receive our confirmation email for your requested exchange, please proceed to send the item/s back to
Casanha Home Furniture
61 Xa Lo Ha Noi, Thao Dien Ward, Thu Duc City, HCMC, 70000.
- You may opt to exchange your item in our physical store only if informed via where and what store it is available for exchange, and if it meets Casanhà Return & Exchange Policies & Procedures.
- For exchange at our physical store, The store manager or cashier will check and inspect your item/s if it is eligible for exchange.
- If an item requested for replacement is available, Casanhà will deliver the exchange item/s as soon as the purchased item/s meets the requirements for exchanging, we will send you a tracking code following the exchange request email you had sent us earlier.
- If an item requested for replacement is not available, Casanhà will instead offer to exchange it to other products with the same value or higher value, CASH REFUND is not accepted/applied.
PROCEDURES for RETURNING DEFECTIVE / DAMAGED ITEMS
- While we ensure that all our products go through a due quality check before shipping, damages may arise after items have been shipped. If you believe you have received a damaged or defective item, send us an email within 7 days from delivery date with supporting images that clearly show the defect.
- Expect to receive our response within the next working day to schedule the pick up of your damaged item, which will still be subject to inspection at our head office.
- Items returned described as damaged or defective will be tested and inspected. If found damaged or defective, Casanhà will replace the item and shoulder shipping costs.
- If item/s returned are found not to be damaged or defective, item/s will be transported back to you, and you will be charged necessary shipping cost.
- Please inspect carefully all fragile items such as vases, ceramic decorative items etc.upon acceptance of your delivery witnessed by our authorized courier representative. In case you found a defect or damage on your fragile item after inspection, you may refuse to accept the delivery and immediately send us an email in order to replace the said damaged item.
DAMAGES OCCURRED DUE TO DELIVERY AGENCY
- Please inspect carefully all fragile items such as vases, ceramic, or fragile decorative items etc. upon acceptance of your delivery witnessed by our authorized courier representative. In case you found a defect or damage on your fragile item after inspection, you may refuse to accept the delivery and immediately send us an email in order to replace the said damaged item/s.
- If the situation reaches further than any of the involved parties control, Casanhà would work with the customer and the delivery agency to come up with the resolution that works best for all parties.
PURCHASES FROM UNAUTHORISED OR THIRD-PARTY SELLING PLATFORMS
Casanha.com expressly disclaims any guarantees or warranties as to the quality, authenticity, originality, and correctness of prices of products and/or merchandise purchased from unauthorized or third-party selling platforms, and shall not be liable to replace or refund such products and/or merchandise.
Frequently Asked Questions (FAQs)
Q: IS DIFFERENT WOOD GRAIN PATTERN CONSIDERED A TECHNICAL DEFAULT?
A: Due to the distinct nature of wood, there are no exactly two identical trees ever. Every wood grain from different types of tree is unique in their nature, therefore, the difference in wood grain pattern is NOT considered a technical default and can’t be returned.
Q: I DON'T LIKE THE FINISH OF THE PRODUCTS, BUT IT IS NOT A TECHNICAL DEFAULT!
A: There will be minor differences between product images and the reaility of the product's finished form (less than 10%) due to the individuality of the unique craftsmanship. If the final finish doesn't meet your wishes, Casanhà would like to offer exchange vouchers for other products available at Casanhà with the same value. But the delivery fee involved will be charged to buyer. No cash refund and we do not accept refunds in cash for products bought with vouchers.