Refund Policy
Casa Divina – Return Policy
At Casa Divina, we want your experience with our linens to be exceptional from the moment you browse to the moment your order arrives. To help ensure every purchase meets your expectations, we encourage customers to review product details, sizing, and request fabric swatches (where available) before placing an order.
Below are our full return guidelines for online purchases.
General Return Guidelines
1. Items must be unused and in original condition.
We can only accept returns for products that have not been used, washed, or removed from their original packaging. Once linens have been handled or laundered, they can’t be returned for hygienic reasons.
2. Certain items are always final sale.
For safety and cleanliness, we cannot take back pillows, duvets, down-filled items, mattress protectors, toppers, or any similar bedding inserts. These products are final sale and not eligible for return or exchange.
3. Return shipping is the customer’s responsibility.
If you choose to send something back, the cost of return shipping must be covered by the customer. We do not issue prepaid labels at this time.
4. Custom-made or special-order items cannot be returned.
Any item that has been tailored to your specifications (such as unique measurements, custom colours, or made-to-order designs) is not eligible for refund or exchange.
5. Original shipping fees are non-refundable.
The cost of shipping your order to you cannot be refunded, even if only part of the order is returned.
6. Discounted items may be final sale.
Products purchased at 25% off or more are considered final sale and are not eligible for return.
7. All returns must be authorized first.
Before mailing anything back, please contact us to confirm eligibility and receive a return authorization.
Online Purchase Returns
Eligible items may be returned for a refund or store credit within 14 days of delivery.
To begin a return, please contact us at:
shop@casadivinalux.com
Return shipping is the responsibility of the customer.
International customers:
Please clearly label the parcel as “return of goods” on customs documents. Shipments arriving with duties or import fees owing cannot be accepted.
Refunds are issued in CAD and processed once the returned merchandise has been inspected and confirmed to be in original condition. Casa Divina is not responsible for exchange rate fluctuations or bank conversion fees.
Return Address
CASA DIVINA – RETURNS
[Company Name]
[Return Address Line 1]
[City, Province/State]
[Postal Code]
[Country]
Return-to-Sender Shipments
If a package is returned to Casa Divina due to:
Incorrect or incomplete address
Refusal of delivery
Failure to collect the parcel
Our original cost to ship the order will be deducted from the refund.
If the return-to-sender occurs due to carrier error, we will arrange re-shipment or refund once the parcel has been received back at our facility.
Refunds or replacements cannot be processed until the item has been returned and inspected.
Questions or Concerns
We stand behind the quality and craftsmanship of our products, and we’re always here to help. If you have any concerns about your order, please contact us as soon as possible so we can assist you promptly.shop@casadivinalux.com