Refunds & Returns

Refund Policy
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*Returns*

We would be happy to exchange or offer a refund on goods within 14 days of delivery. Please email shopcassolli@gmail.com so we can advise best how to return your item. To be eligible for a refund, your item must be unused and in the same condition that you received it, in the original packaging.

To make a return, please click here -

https://cassolli.com/a/returns

Please note - All bedding and duvet sets will not be eligible for a refund if they look like they have been used. All items returned must be in must be in brand new condition and have all original packaging, materials, and accessories. Please do not write or place shipping labels or stickers on the packaging itself.

Anything that’s made to your specific requirements, is personalised or otherwise cannot be resold, therefore cannot be refunded.

Item(s) must be returned and received by us within 14 days after we accept your returns request. Please include your order name and details inside so we know where to issue your refund.

Unless agreed otherwise by management or you are paying for the return postage yourself, items should be returned using Hermes courier service. Management have the right to refuse to refund postage costs if this service isn't used. If this is not possible for you, please email us.

*Damaged/Faulty Items*

Please accept our apologies if you have received an item that is damaged or faulty. We understand how frustrating this can be and want to resolve this as quickly as possible for you. Damages must be reported by email, along with a photo of the damaged item, within 14 days of delivery.

If more than 14 days have passed since receiving your item(s), unfortunately we are unable to offer you a refund or replacement.

* Refunds *
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed and credit applied to the method of payment, within 3-5 working days.

For personalised products, we are unable to offer any form of refund or replacement, unless the item has been damaged in transit. We cannot be held responsible for spelling or grammatical errors, so please ensure you check all text before placing your order.

* Late or missing refunds *
If you haven’t received a refund yet, first check your bank account again. Payments made by card can take 3-5 working days to return.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next, contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at shopcassolli@gmail.com.

* Our right to cancel *

Management reserve the right to cancel an order. The sale and supply of goods and services are always subject to availability of stock, and receipt of your payment in cash or in cleared funds. In the event that we are unable to supply the goods or services which you have ordered due to circumstances beyond our control, we will endeavour to inform you of this as soon as possible and any payment which you have made will be refunded to you in full.

* Sale items *
Only regular priced items may be refunded, unfortunately, sale items cannot be refunded.

* Exchanges *
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at shopcassolli@gmail.com

Shipping
To return your product, you should send your product to:

Cassolli LTD

Unit 8, Mannings Yard

Exeter Road, Dawlish

EX7 0LX

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you have to return a product due to an error from our end, we will happily refund the cost of shipping.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are shipping an item/s over £75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

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