{"id":75515,"date":"2025-03-29T12:21:47","date_gmt":"2025-03-29T05:21:47","guid":{"rendered":"http:\/\/casanha.test\/?page_id=72404"},"modified":"2026-04-07T11:52:42","modified_gmt":"2026-04-07T04:52:42","slug":"exchange-policy","status":"publish","type":"page","link":"https:\/\/casanha.com\/en\/exchange-policy\/","title":{"rendered":"Return &#038; Exchange Policy"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-page\" data-elementor-id=\"75515\" class=\"elementor elementor-75515\">\n\t\t\t\t<div class=\"wd-negative-gap elementor-element elementor-element-678af96 e-flex e-con-boxed e-con e-parent\" data-id=\"678af96\" data-element_type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-a3b55d8 wd-el-breadcrumbs text-left elementor-widget elementor-widget-wd_wc_breadcrumb\" data-id=\"a3b55d8\" data-element_type=\"widget\" data-widget_type=\"wd_wc_breadcrumb.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<nav class=\"wd-breadcrumbs woocommerce-breadcrumb\" aria-label=\"Breadcrumb\">\t\t\t\t<span class=\"wd-last\">\n\t\t\t\t\tHome\t\t\t\t<\/span>\n\t\t\t<\/nav>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-eb7627a elementor-widget elementor-widget-heading\" data-id=\"eb7627a\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Return & Exchange Policy<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-e859677 elementor-widget elementor-widget-wd_text_block\" data-id=\"e859677\" data-element_type=\"widget\" data-widget_type=\"wd_text_block.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"wd-text-block reset-last-child text-left\">\n\t\t\t\n\t\t\t<p class=\"p1\">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.<\/p>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-8c72be6 wd-width-100 elementor-widget elementor-widget-wd_title\" data-id=\"8c72be6\" data-element_type=\"widget\" data-widget_type=\"wd_title.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"title-wrapper wd-set-mb reset-last-child wd-title-color-default wd-title-style-default wd-title-size-default text-left\">\n\n\t\t\t\n\t\t\t<div class=\"liner-continer\">\n\t\t\t\t<h4 class=\"woodmart-title-container title wd-fontsize-l\">1. ORDER CANCELLATION<\/h4> \n\t\t\t\t\t\t\t<\/div>\n\n\t\t\t\t\t\t\t<div class=\"title-after_title reset-last-child wd-fontsize-xs\">\n\t\t\t\t\t<p>Customers may request an order cancellation under the following conditions:<\/p><ul><li>Within 48 hours of order confirmation: Cancellation accepted. A minimum processing fee of 500,000 VND applies to refunded payments.<\/li><li>Between 48 and 96 hours: Cancellation accepted with a cancellation fee of 30% of the cancelled product's value.<\/li><li>After 96 hours: Cancellations will not be accepted, as production or procurement may already be underway.<\/li><\/ul><p><span class=\"Apple-converted-space\">\u2192 <\/span>Installment payments: Orders paid via installment plans are not eligible for cancellation or refund. The applicable installment agreement terms shall govern.<\/p>\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-64c8146 wd-width-100 elementor-widget elementor-widget-wd_title\" data-id=\"64c8146\" data-element_type=\"widget\" data-widget_type=\"wd_title.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"title-wrapper wd-set-mb reset-last-child wd-title-color-default wd-title-style-default wd-title-size-default text-left\">\n\n\t\t\t\n\t\t\t<div class=\"liner-continer\">\n\t\t\t\t<h4 class=\"woodmart-title-container title wd-fontsize-l\">2. EXCHANGE ELIGIBILITY<\/h4> \n\t\t\t\t\t\t\t<\/div>\n\n\t\t\t\t\t\t\t<div class=\"title-after_title reset-last-child wd-fontsize-xs\">\n\t\t\t\t\t<p>Casanha accepts exchange requests in the following circumstances:<\/p><ul><li>The product has a manufacturing defect.<\/li><li>The product was damaged during delivery by Casanha's designated logistics partner.<\/li><li>The product delivered does not match the confirmed order (wrong item, wrong colour, wrong size, or wrong specifications).<\/li><li>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.<\/li><\/ul><p>\u2192 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.<\/p>\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-c82a6e1 wd-width-100 elementor-widget elementor-widget-wd_title\" data-id=\"c82a6e1\" data-element_type=\"widget\" data-widget_type=\"wd_title.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"title-wrapper wd-set-mb reset-last-child wd-title-color-default wd-title-style-default wd-title-size-default text-left\">\n\n\t\t\t\n\t\t\t<div class=\"liner-continer\">\n\t\t\t\t<h4 class=\"woodmart-title-container title wd-fontsize-l\">3. CONDITIONS FOR EXCHANGE<\/h4> \n\t\t\t\t\t\t\t<\/div>\n\n\t\t\t\t\t\t\t<div class=\"title-after_title reset-last-child wd-fontsize-xs\">\n\t\t\t\t\t<p>To qualify for an exchange, all of the following must be met:<\/p><ul><li>The product is unused and uninstalled, with no signs of damage from post-delivery handling.<\/li><li>All original packaging, labels, price tags, and accessories are intact.<\/li><li>The original sales invoice and delivery receipt are provided.<\/li><li>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).<\/li><\/ul><p><span class=\"Apple-converted-space\">\u2192 <\/span>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.<\/p>\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-70e12e5 wd-width-100 elementor-widget elementor-widget-wd_title\" data-id=\"70e12e5\" data-element_type=\"widget\" data-widget_type=\"wd_title.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"title-wrapper wd-set-mb reset-last-child wd-title-color-default wd-title-style-default wd-title-size-default text-left\">\n\n\t\t\t\n\t\t\t<div class=\"liner-continer\">\n\t\t\t\t<h4 class=\"woodmart-title-container title wd-fontsize-l\">4. HOW TO REQUEST AN EXCHANGE<\/h4> \n\t\t\t\t\t\t\t<\/div>\n\n\t\t\t\t\t\t\t<div class=\"title-after_title reset-last-child wd-fontsize-xs\">\n\t\t\t\t\t<h5>STEP 1 - CONTACT US<\/h5><p>Email info@casanha.com or call (+84) 28 22 128 233 as soon as the issue is identified. Clearly describe the reason for the exchange.<\/p><h5>STEP 2 - SUBMIT DOCUMENTATION<\/h5><p>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.<\/p><h5>STEP 3 - CONFIRMATION<\/h5><p>Casanha will review your submission and confirm eligibility within the next working day.<\/p><h5>STEP 4 - EXCHANGE FULFILMENT<\/h5><p>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.<\/p><p>In-store exchanges are accepted at Casanha physical stores only upon prior email confirmation. A store manager will inspect the item before proceeding.<\/p>\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-ca6b0b8 wd-width-100 elementor-widget elementor-widget-wd_title\" data-id=\"ca6b0b8\" data-element_type=\"widget\" data-widget_type=\"wd_title.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"title-wrapper wd-set-mb reset-last-child wd-title-color-default wd-title-style-default wd-title-size-default text-left\">\n\n\t\t\t\n\t\t\t<div class=\"liner-continer\">\n\t\t\t\t<h4 class=\"woodmart-title-container title wd-fontsize-l\">5. EXCHANGE SHIPPING COSTS<\/h4> \n\t\t\t\t\t\t\t<\/div>\n\n\t\t\t\t\t\t\t<div class=\"title-after_title reset-last-child wd-fontsize-xs\">\n\t\t\t\t\t<ul><li>Manufacturing defect or delivery damage: Casanha covers all return and re-delivery shipping costs.<\/li><li>Customer-initiated exchange (size or fit mismatch): All shipping costs are borne by the customer.<\/li><li>If a returned item is found not to be defective upon inspection, the item will be sent back to the customer at their expense.<\/li><\/ul>\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-bca4c20 wd-width-100 elementor-widget elementor-widget-wd_title\" data-id=\"bca4c20\" data-element_type=\"widget\" data-widget_type=\"wd_title.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"title-wrapper wd-set-mb reset-last-child wd-title-color-default wd-title-style-default wd-title-size-default text-left\">\n\n\t\t\t\n\t\t\t<div class=\"liner-continer\">\n\t\t\t\t<h4 class=\"woodmart-title-container title wd-fontsize-l\">6. DEFECTIVE OR DAMAGED ITEMS<\/h4> \n\t\t\t\t\t\t\t<\/div>\n\n\t\t\t\t\t\t\t<div class=\"title-after_title reset-last-child wd-fontsize-xs\">\n\t\t\t\t\t<p>If you believe you have received a damaged or defective item:<\/p><ul><li>Send an email to info@casanha.com within 7 days of the delivery date, with supporting images or video clearly showing the defect.<\/li><li>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.<\/li><li>If confirmed defective, Casanha will replace the item and cover all shipping costs.<\/li><li>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.<\/li><\/ul><p>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.<\/p>\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-0254282 wd-width-100 elementor-widget elementor-widget-wd_title\" data-id=\"0254282\" data-element_type=\"widget\" data-widget_type=\"wd_title.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"title-wrapper wd-set-mb reset-last-child wd-title-color-default wd-title-style-default wd-title-size-default text-left\">\n\n\t\t\t\n\t\t\t<div class=\"liner-continer\">\n\t\t\t\t<h4 class=\"woodmart-title-container title wd-fontsize-l\">7. NON-EXCHANGEABLE ITEMS<\/h4> \n\t\t\t\t\t\t\t<\/div>\n\n\t\t\t\t\t\t\t<div class=\"title-after_title reset-last-child wd-fontsize-xs\">\n\t\t\t\t\t<p>The following products are not eligible for exchange under any circumstances:<\/p><ul><li>Made-to-Order products (custom size, material, or configuration).<\/li><li>Sale and promotional items, including products marked \"Final Sale\", \"Final Markdown\", or any form of Clearance Sale \/ Promotional Sale.<\/li><li>Showroom \/ display products sold as-is.<\/li><li>Sealed items that have been opened by the customer (e.g., tableware, kitchenware, home fragrance products).<\/li><li>Cutlery and items that cannot be accepted for return for hygienic reasons.<\/li><li>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.<\/li><li>Products that have been used, installed, altered, or show signs of post-delivery damage.<\/li><\/ul>\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-0182dc8 wd-width-100 elementor-widget elementor-widget-wd_title\" data-id=\"0182dc8\" data-element_type=\"widget\" data-widget_type=\"wd_title.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"title-wrapper wd-set-mb reset-last-child wd-title-color-default wd-title-style-default wd-title-size-default text-left\">\n\n\t\t\t\n\t\t\t<div class=\"liner-continer\">\n\t\t\t\t<h4 class=\"woodmart-title-container title wd-fontsize-l\">8. REFUND POLICY<\/h4> \n\t\t\t\t\t\t\t<\/div>\n\n\t\t\t\t\t\t\t<div class=\"title-after_title reset-last-child wd-fontsize-xs\">\n\t\t\t\t\t<p>Casanha does not issue cash refunds. Store credit or product exchange is offered in lieu of refund where applicable.<\/p><ul><li>Purchases made using Vouchers or promotional credits are not eligible for a refund of any remaining balance.<\/li><\/ul>\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-b29a731 wd-width-100 elementor-widget elementor-widget-wd_title\" data-id=\"b29a731\" data-element_type=\"widget\" data-widget_type=\"wd_title.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"title-wrapper wd-set-mb reset-last-child wd-title-color-default wd-title-style-default wd-title-size-default text-left\">\n\n\t\t\t\n\t\t\t<div class=\"liner-continer\">\n\t\t\t\t<h4 class=\"woodmart-title-container title wd-fontsize-l\">9. GENERAL TERMS<\/h4> \n\t\t\t\t\t\t\t<\/div>\n\n\t\t\t\t\t\t\t<div class=\"title-after_title reset-last-child wd-fontsize-xs\">\n\t\t\t\t\t<p>This policy is effective from April 2026 and may be revised periodically. Updates will be published on casanha.com.<\/p><ul><li>Should any clause of this policy be found unenforceable, the remaining clauses shall remain in full effect.<\/li><li>Matters not covered by this policy are governed by applicable Vietnamese law and Casanha's <a href=\"https:\/\/casanha.com\/terms-and-conditions-2\/\">Terms &amp; Conditions.<\/a><\/li><li>Casanha reserves the final right of decision on exchange eligibility based on the actual condition of the product at the time of assessment.<\/li><\/ul>\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-632597b elementor-widget elementor-widget-wd_text_block\" data-id=\"632597b\" data-element_type=\"widget\" data-widget_type=\"wd_text_block.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"wd-text-block reset-last-child text-left\">\n\t\t\t\n\t\t\t<p class=\"p1\"><b>For all exchange and return enquiries, please contact:<\/b><\/p><p class=\"p2\"><b>info@casanha.com<span class=\"Apple-converted-space\">&nbsp; <\/span>\u00b7<span class=\"Apple-converted-space\">&nbsp; <\/span>(+84) 28 22 128 233<\/b><\/p><p class=\"p1\">61 V\u00f5 Nguy\u00ean Gi\u00e1p, Th\u1ea3o \u0110i\u1ec1n, Th\u1ee7 \u0110\u1ee9c, HCMC<\/p>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"<p>Home Return &#038; Exchange Policy At Casanha, every item goes through a rigorous quality control process before it leaves our<\/p>\n","protected":false},"author":1846,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"footnotes":""},"class_list":["post-75515","page","type-page","status-publish","hentry"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.1.1 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Return &amp; Exchange Policy - Casanha<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/casanha.com\/en\/exchange-policy\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Return &amp; 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