Refund & Return Policy
All conditions outlined below follow The Australian Consumer Law Consumer Rights & guarantees.
We will always do our best to accommodate where applicable, and we highly recommend making yourself aware of our Return Policy below prior to purchasing from us. Please also read all of the information and instructions provided on each product page to ensure you are using our products correctly and safely.
Once you have made a purchase, you have agreed to all the sections and points outlined below. If you have any questions or concerns regarding a return, please email us using our Contact form on the ‘Contact Us’ page.
Our money back guarantee policy lasts 14 days, which includes our "Risk Free - Money Back Guarantee."
If it’s been over 14 days and you request a refund due to a broken/faulty product, please be prepared to show us how the product arrived broken and an honest explanation as to why it took over 14 days to inform us of the faulty product. We may require that you provide us with either an image or video showing that the product is damaged and/or not working.
Return Policy
At Casa & Beyond, we are committed to providing you with quality products and excellent customer service. Your satisfaction is our priority, and we want to ensure that you are aware of your rights as a consumer under the Australian Consumer Law (ACL).
Refunds are not applicable if 14 days go by and:
- You have received your order and have changed your mind
- The order or specific products were placed by mistake and you let us know after the 14 days
- You found the product cheaper elsewhere
- Misused the product in any way that caused the damage or against our advice
- Decided you no longer had use for it
- Knew or were made aware of the faults before purchasing the product
Please use our products with care, as they are delicate. If any products come into contact with any substances or liquids that cause damage to the product, that is no fault of our own, and you will not be eligible for a return.
Prior to you returning your item, we will require you to contact us via the contact page with the subject line “Refund” and your order number. You can visit this page through our website by clicking on the “Contact” link in the header. Please note, that contacting us via social media channels may not be the best place for a quick response and that we prefer being contacted via our website contact form.
If your order is eligible for a refund, we may require you to return your item. A return address will be provided.
Once approved for a refund, then your refund will be processed and money returned will automatically be applied to your credit card or original method of payment within 5-10 business days, excluding public holidays and weekends.
Consumer Rights: Under the ACL, you are entitled to a replacement or refund for major product faults, and compensation for other reasonably foreseeable loss or damage. You may also have the right to have the goods repaired or replaced if the goods fail to be of acceptable quality, and the failure does not amount to a major failure.
Change of Mind Returns: If you change your mind about a purchase, we are happy to accept returns within 14 days from the date of purchase but the product must be in its original condition, unused, and with all original packaging and tags. Return shipping costs for change of mind returns are the responsibility of the customer.
For change of mind returns, a full refund is not available. Instead, we offer store credit.
Faulty or Defective Products: If you believe your product is faulty or defective, please contact us immediately. We will work with you to assess the issue and provide a remedy in accordance with the ACL. This may include a replacement, refund, repair, or other appropriate action.
Wrong Item Delivered: We understand that errors can occasionally occur, and we sincerely apologise for any inconvenience this may cause. If you receive an incorrect item, please contact us immediately so that we can promptly assist you with your order.
Please note that any returns made without prior instructions from our team will not be accepted and may be deemed invalid. We appreciate your cooperation and understanding as we work to resolve this matter swiftly and efficiently.
Exclusions: Refunds are not applicable if the order was placed mistakenly. This policy does not exclude or replace your rights under the ACL. It is intended to provide a summary of key points. For detailed information on your consumer rights, please visit the Australian Consumer Law website.
Hygiene and Health Safety:
Unless proven faulty, products like pillows, bed sheets, blanket, mattress topper, and others that come into direct contact with the skin cannot be returned or exchanged due to hygiene and health safety reasons. Such items pose a high risk of health hazards. We urge you to thoroughly read the item description before making your purchase.
If you don't like the material or find the product faulty please contact us immediately we will be able to provide you with a refund, replacement or other appropriate action.
Quality Assurance:
Our products undergo stringent quality control checks before being dispatched to our customers, ensuring they are in optimal working condition upon receipt.
Care and Handling:
Please handle our products with care, as they are delicate. Any damage caused by substances or liquids, not due to any fault of ours, will render the product ineligible for return.
Should you have any questions or concerns regarding our return or refund policy, please don't hesitate to contact our customer service team.
Late or missing refunds (if applicable): If you haven’t received a refund yet, first check your bank account again.
Then contact your bank; it may take some time before your refund is officially posted.
If you’ve done all of this and you still have not received your refund yet, please contact us via the contact form. Please keep in mind that it usually takes approximately up to 5 business days for funds to arrive, for some customers it may take longer, just keep in communication with us so we can all be aligned together. Contacting us via the contact form is the best way to get in touch with us.
Thank you for understanding in advance!
It is your responsibility to ensure you have checked ALL information about the product that you purchased , including dimensions, the usage and the quality etc… of the item before purchasing.
Please DO YOUR OWN RESEARCH BEFORE PURCHASE, Thank you
Contact Us: If you have any concerns about a product or wish to initiate a return, please contact our customer service team at hello@casaandbeyond.com.au or on Contact Us page. Provide your order details and a clear description of the issue, and we will guide you through the return process.