Returns & Exchanges

Returns & Exchanges — CasaOmni Returns Policy

We want you to love every piece you bring home from CasaOmni. If something isn’t right, we’re here to make it easy. This page explains our full returns policy — including eligibility, process, timelines, and exchanges. Questions? Reach us at CasaOmni@hotmail.com.

Return Eligibility

We accept returns within 30 days of delivery for most items, provided they meet the following conditions:

  • Item is unused and in its original condition
  • Item is in its original packaging with all components and accessories included
  • Return is initiated within 30 days of the delivery date shown on your tracking confirmation

Items that show signs of use, assembly, or damage caused after delivery are not eligible for return.

How to Start a Return

  1. Email CasaOmni@hotmail.com with your order number and reason for return
  2. Our team will respond within 2 business days with a Return Authorization (RA) number and return instructions
  3. Pack the item securely in its original packaging and include the RA number on the outside of the package
  4. Ship the item using a trackable shipping method. We recommend retaining your shipping receipt until the refund is processed
  5. Once received and inspected, your refund will be processed within 5–7 business days

Please note: Return shipping costs are the responsibility of the customer unless the item is damaged, defective, or we made an error with your order.

Refunds

Once your return is received and inspected, we will notify you by email of the approval or rejection of your refund.

  • Approved refunds are issued to your original payment method within 5–7 business days
  • Credit card refunds may take an additional 3–5 business days to appear on your statement, depending on your bank
  • Original shipping charges are non-refundable unless the return is due to our error or a defective item

If you haven’t received your refund after 10 business days, please contact us at CasaOmni@hotmail.com and we will investigate immediately.

Exchanges

We currently process exchanges as a return + new order. If you’d like a different size, color, or product:

  1. Initiate a return for the original item following the steps above
  2. Place a new order for the item you want
  3. Once your return is received and approved, your refund will be issued to your original payment method

If you’re unsure which product is right for you before placing a new order, our team is happy to advise — contact us at CasaOmni@hotmail.com.

Damaged or Defective Items

If your item arrives damaged or has a manufacturing defect, we will cover all return shipping costs and offer a full replacement or refund — your choice.

  1. Photograph the damage and packaging immediately upon receipt
  2. Email CasaOmni@hotmail.com within 48 hours of delivery with your order number and photos
  3. We will arrange a prepaid return label and process your replacement or refund within 3–5 business days of receiving your report

Please retain all original packaging until your claim has been resolved, as it may be required for carrier insurance purposes.

Non-Returnable Items

The following items are not eligible for return or exchange:

  • Items marked Final Sale at time of purchase
  • Custom or made-to-order items
  • Items that have been assembled, installed, or used
  • Items returned without prior Return Authorization
  • Items returned more than 30 days after delivery

Still Have Questions?

Our team responds within 1–2 business days, Monday–Friday. Email us at CasaOmni@hotmail.com — we’re here to help.

Related pages: Shipping & Delivery | FAQ | Care & Warranty

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