Refund policy
RETURNS & REFUNDS
We want you to feel confident with your purchase. If you’re not satisfied, you may request a return within 30 days of delivery.
To start a return, please contact us at casavillaarte@gmail.com to receive a Return Merchandise Authorization (RMA) number.
Returns must be approved before being sent back.
Please allow 2–3 weeks for your return to be processed once it has been received and inspected. You will be notified once your refund has been reviewed.
RETURN ELIGIBILITY
To be eligible for a return:
• Item must be unused and in its original, undamaged packaging
• Return request must be made within 30 days of delivery
• Items are subject to inspection upon arrival
RETURN SHIPPING & FEES
• A 15% restocking fee may apply
• Return shipping costs are the responsibility of the customer
If the return is the result of an error on our end (incorrect or defective item), we will provide a solution and cover applicable return shipping costs.
RETURN PACKAGING REQUIREMENT (IMPORTANT)
Because many of our items are fragile ceramic pieces, proper packaging is required for all returns.
• Items must be securely packaged using sufficient protective materials (bubble wrap, padding, etc.)
• We strongly recommend reusing the original packaging whenever possible
• Returns must be sent using a reliable carrier with tracking (UPS, FedEx, or USPS Priority Mail)
👉 We strongly recommend insuring your return shipment, as you are responsible for ensuring the item arrives safely.
Items that are returned damaged due to insufficient packaging may not be eligible for a full refund.
CONDITION OF RETURNS
Refunds will not be issued for items that are:
• Damaged during return transit due to inadequate packaging
• Altered, used, or not in original condition
EXCHANGES
Exchanges are processed as returns.
Once your item is received and inspected, our team will assist you in placing a new order for a replacement item.
All return conditions apply, including restocking fees and return shipping costs.
CHARGEBACKS
If a chargeback is initiated for a completed and delivered order, we will provide proof of delivery and order fulfillment details to the payment provider.
INTERNATIONAL RETURNS
For international orders, return shipping costs, duties, and customs fees are the responsibility of the customer unless the return is due to an error on our end.
Customers are responsible for:
• Return shipping costs
• Any customs duties or import fees
• Ensuring the item is securely packaged and safely returned
We strongly recommend using a reliable carrier with tracking and purchasing shipping insurance, as we are not responsible for items lost or damaged during return transit.
If your return is the result of an error on our end (incorrect or defective item), please contact us and we will provide a solution. In many cases, this may include a replacement or refund without requiring the item to be returned.
Due to the high cost and risk of damage during international return shipping, return instructions may vary depending on the situation.
INCORRECT, INCOMPLETE, OR DAMAGED ORDERS
We carefully package all items to help ensure safe delivery.
If your order arrives damaged or incorrect, please contact us as soon as possible so we can assist you.
Phone: (562) 774-4586
Email: casavillaarte@gmail.com
Customer Service Hours:
Monday–Friday, 9:00 AM – 5:00 PM PST
(Closed weekends and major holidays)