Refund policy

Refund Policy

Due to the nature of our products, returns are supported only under specific circumstances related to product quality or order accuracy. This policy outlines the conditions, timelines, and process for eligible returns and refunds, as well as situations where returns are not accepted.

1. Return Eligibility

Returns or replacements are accepted within 30 days of delivery under the following circumstances only:

Manufacturing Defects
Issues related to materials or workmanship that affect the structural integrity or intended use of the product.

Transit Damage
Damage that occurs during delivery to the customer’s address.

Incorrect Item Delivered
The item received does not match the confirmed order details.

2. Non-Defective Returns (Change of Mind)

We do not accept returns or refunds for reasons unrelated to product quality, transit damage, or order accuracy.

This includes, but is not limited to:

  • Change of mind after purchase

  • Personal preference or dissatisfaction with design, colour, or comfort

  • Incorrect size selection or measurement issues

  • Incompatibility with existing furniture or space constraints

Customers are strongly encouraged to review all product descriptions, specifications, dimensions, and images carefully before placing an order.

3. Items Not Eligible for Return

Except for the eligible situations listed in Section 1, returns are not supported for the following items:

  • Customised or made-to-order furniture

  • Mattresses after original packaging has been opened (for hygiene reasons)

  • Clearance or display items sold “as is”

  • Items showing signs of misuse, improper assembly, modification, or normal wear and tear

4. Reporting Timeframes

Customers are advised to inspect all items immediately upon delivery.

  • Transit Damage: Must be reported within 72 hours of delivery

  • Manufacturing Defects: Must be reported within 30 days of delivery

Requests submitted outside these timeframes may not be eligible for return, replacement, or refund.

5. Return Conditions

To be eligible for a return or replacement:

  • The item must be unused and in original condition, aside from the reported issue

  • The item must be unused, unaltered, and unstained. It must not have been fully assembled, unless the manufacturing defect was discovered during the initial assembly process.

  • Customers are strongly encouraged to retain the original packaging to facilitate safe return handling

6. Return Method & Cost

Return Method (Door-to-Door Pickup)
For all approved return requests, we strive to make the process as hassle-free as possible. We will arrange a designated third-party courier to collect the item directly from your original delivery address in Singapore. You do not need to drop off the large furniture at any postal office. Our customer service team will coordinate with you to schedule a convenient pickup time.

Return Destination Address
Please note that all returned items will be shipped back to our main manufacturing and processing facility in China.
The return address is:

Building 1, Zhenye West 3rd Road, Area A, Shatou Industrial Park,
Jiujiang Town, Nanhai District, Foshan City,
Guangdong Province, China
Postal Code: 528203

(Note: Customers do not need to arrange international shipping themselves; our designated courier will handle the routing to this facility).

Return Cost
Since we only accept returns for manufacturing defects, transit damage, or incorrect items delivered (as outlined in Section 1), Casa Lusso will cover 100% of the return shipping and courier pickup costs. There are no restocking fees or return shipping charges for eligible returns.

7. Return Process

Step 1: Submit a Request
Please contact us with your order number and a description of the issue:

Step 2: Provide Supporting Evidence
Customers may be asked to provide:

  • Photos or videos clearly showing the issue

  • Photos of the outer packaging (if applicable)

Step 3: Review & Resolution
All requests are reviewed within 2–3 business days.

If the issue is verified, we will work with you to find the most satisfactory resolution. Depending on the nature of the issue and your preference, we will offer one of the following options:

Replacement: A 1-to-1 exchange for the defective or incorrect item.

Professional Repair: For minor, easily resolvable issues (e.g., sending replacement parts).

Full or Partial Refund: Processed to your original payment method.

8. Order Cancellations

We process orders quickly to ensure timely delivery. Orders for standard items can be cancelled completely free of charge before they are dispatched from our facility. Please contact us immediately if you wish to cancel.
(Note: For customised or made-to-order furniture, cancellations are not accepted once production has begun).

9. Refunds

Processing Time
Approved refunds are processed within 5–7 business days.

Refund Method
Refunds are issued to the original payment method used at checkout. Please allow additional time for your bank or card issuer to reflect the funds.

Non-Refundable Items
Promotional vouchers and discount codes are non-refundable.

10. Material Disclaimer

Our furniture is crafted using natural materials.

Variations in wood grain, texture, and colour are natural characteristics and do not constitute defects.

Product colours may vary slightly due to lighting conditions and screen display settings.

11. Contact Information

Company: Casa Lusso Pte. Ltd. (UEN: 202518752D)

Registered Office Address:
10 Paradise Island, Singapore 098475

Email: enquiries@casalusso.sg
Phone / WhatsApp: +65 9345 9841

Business Hours:
Monday to Sunday, 10:00 AM – 9:00 PM (SGT)