Returns + Exchanges

Return & Refund Policy

Last Updated: August 2026 At Casa & Co., we carefully inspect and pack our products before dispatch. We want you to receive your order in excellent condition. Because our products may include fragile items such as crockery, glassware and home accessories, we have established the following Return & Refund Policy. By placing an order with Casa & Co., you agree to the terms below.

1. Return Window

Eligible products may be requested for return or exchange within 14 days of delivery. The item must:

• Be unused and in its original condition
• Not have been washed, used or damaged after delivery
• Be returned with its original packaging, tags and accessories, where applicable
• Not show signs of use, stains, scratches or other customer-caused damage

A return request submitted after the applicable return period may not be accepted unless Casa & Co. agrees otherwise.

2. Damaged or Broken Items

If your order arrives damaged, broken or defective, please contact us as soon as possible, preferably within 48 hours of delivery. Please provide:

• Your order number
• Clear photographs of the damaged product
• Photographs of the packaging
• A short video or photographs showing the condition of the package when received, where available

Please keep the original packaging until the issue has been reviewed. Once we verify the claim, Casa & Co. may offer:

• A replacement of the affected item
• An exchange for an available equivalent item
• A refund for the affected item, where replacement is unavailable or appropriate

We will determine the appropriate resolution based on the nature of the issue and product availability.

3. Wrong or Missing Item

If you receive an item that is different from what you ordered, or an item is missing from your package, please contact us within 48 hours of delivery. After verification, Casa & Co. will arrange the appropriate replacement, missing item or other suitable resolution.

4. Product Defects

If a product has a manufacturing defect that was not reasonably apparent upon delivery, please contact us as soon as possible with photographs and details of the issue. We will assess the claim and, where appropriate, provide a replacement, exchange or refund. Normal characteristics of handmade, ceramic, stoneware, wooden or other naturally varying products—including minor variations in colour, texture, glaze, pattern or finish—may not necessarily constitute defects.

5. Change of Mind

For eligible products, Casa & Co. may accept a change-of-mind return within 14 days of delivery, provided that:

• The product is unused
• The product is in its original saleable condition
• All original packaging is intact
• The product is not customized or personalized

Return shipping costs for change-of-mind returns may be the customer’s responsibility. The original delivery charges, if any, may be non-refundable.

6. Items That Cannot Be Returned

For hygiene, customization or product-condition reasons, the following may not be eligible for return:

• Used products
• Washed or handled crockery showing signs of use
• Personalized or customized products
• Products specifically made or prepared according to a customer’s request
• Products damaged after delivery due to misuse, improper handling or accidents
• Items returned without required components or packaging where this affects the product’s condition

This exclusion does not affect your rights regarding products that arrive damaged, defective, incorrect or otherwise do not conform to the order.

7. Sale and Discounted Items

Products purchased during a sale or promotional offer may be subject to the return conditions stated on the relevant product or promotional page. Unless specifically stated otherwise, sale pricing does not remove applicable rights relating to products that are defective, damaged on arrival or incorrectly supplied.

8. How to Request a Return

To request a return or exchange, contact Casa & Co. through: Email: info@shopcasaandco.com WhatsApp: +92-332-6087334 Please provide:

1. Order number
2. Customer name
3. Product name
4. Reason for the return
5. Clear photographs/videos where relevant

Do not send an item back before receiving return instructions from Casa & Co.

9. Return Approval

All return requests are subject to verification. If your return is approved, we will provide instructions regarding the return method and destination. Items returned without prior approval or sent to an incorrect address may experience delays in processing.

10. Return Shipping

If the return is due to:

• A damaged product received from Casa & Co.
• A defective product
• A wrong item sent by Casa & Co.
• A missing item

Casa & Co. will coordinate an appropriate resolution and, where applicable, cover reasonable return shipping costs. For eligible change-of-mind returns, return shipping costs may be the customer’s responsibility.

11. Refunds

Once an approved return is received and inspected, we will notify you whether the refund has been approved. Approved refunds will generally be processed within 5–10 business days after the return is approved. The time required for the refund to appear in your account may also depend on the payment provider or financial institution. Refunds will normally be made through the original payment method where reasonably possible.

12. Cash on Delivery Orders

For Cash on Delivery orders, if a refund is approved, Casa & Co. may request the customer’s bank account or other appropriate payment details to process the refund. Customers should provide accurate payment information. Casa & Co. is not responsible for delays caused by incorrect information supplied by the customer.

13. Exchanges

If you request an exchange, the replacement item will depend on stock availability. If the requested replacement is unavailable, Casa & Co. may offer an alternative resolution, including a refund where appropriate.

14. Product Colour and Appearance

We make reasonable efforts to display product colours and details accurately on our website. However, colours may appear slightly different depending on:

• Screen settings
• Lighting
• Photography conditions
• Device displays

Minor visual differences that do not materially change the product may not qualify as defects.

15. Order Cancellation

If you wish to cancel an order, please contact us as soon as possible. Cancellation requests received before an order is processed or dispatched may be accommodated where possible. Once an order has been dispatched, cancellation may no longer be possible and the order may instead be handled under the applicable return procedure.

16. Delivery Delays

Casa & Co. works with third-party courier and delivery services. While we will make reasonable efforts to assist with delayed shipments, delivery times may be affected by circumstances outside our control, including courier delays, weather, public holidays, security restrictions or other unforeseen circumstances. If your order is significantly delayed, please contact us so that we can assist with tracking and resolution.

17. Our Commitment

We want our customers to shop with confidence. If you believe that your order has arrived damaged, defective, incorrect or incomplete, please contact us and give us the opportunity to investigate and resolve the issue. Nothing in this Return & Refund Policy is intended to exclude or limit any rights that cannot legally be excluded or limited under applicable law.

18. Contact Us

Casa & Co. Email: info@shopcasaandco.com Phone/WhatsApp: +92-323-6207080 For faster assistance, please include your order number in your message.