Returns & Exchanges


OUR RETURNS PROMISE

At Casa Di Stone, we are committed to ensuring you are completely satisfied with your purchase. If you need to return an item, our streamlined returns process makes it as simple as possible. Please read the following policy carefully to understand your return rights and responsibilities.

RETURNS ELIGIBILITY

1. Standard Returns (Non-Faulty Items)

  • Items must be unused, uninstalled, and in their original packaging, with all labels and protective coverings intact.
  • Returns must be requested within 14 days of receiving your order.
  • Customers are responsible for return shipping costs unless otherwise agreed with our team.
  • A restocking fee of up to 20% may apply, depending on the product's condition upon return and administrative costs involved. 
  • Refunds will be issued excluding any original delivery fees.

Non-Returnable Items:

  • Bespoke or custom-made products
  • Products that have been installed, modified, or used
  • Items returned without original packaging

2. Faulty, Damaged, or Incorrect Items

  • If your item arrives damaged, faulty, or incorrect, you must report this within 48 hours of delivery.
  • We will require photographic evidence of the issue before approving a replacement or refund.
  • Casa Di Stone will cover the return shipping costs for confirmed faulty or incorrect items.

How to Report Faulty or Incorrect Goods:

  1. Email Customerservice@CasaDiStone.com within 48 hours of receiving the order.
  2. Include:
    • Order number
    • Description of the issue
    • Clear photographs of the damage or fault
  3. Once reviewed, we will provide instructions on returning or replacing the item.

HOW TO REQUEST A RETURN

To initiate a return, email Customerservice@CasaDiStone.com with:

  • Order number
  • Reason for return
  • Photos of the product in its original packaging (if applicable)
  • Confirmation that the item is unused and in its original condition

Unauthorised returns may not be accepted. Once approved, returns must be sent back within 21 days.

RETURN SHIPPING RESPONSIBILITY

  • For non-faulty returns: Customers must arrange return shipping at their own cost. We strongly recommend using a tracked and insured service.
  • For faulty or incorrect returns: Casa Di Stone will cover the return shipping costs.

REFUNDS & PROCESSING TIMES

  • Refunds will be processed within 14 business days of receiving the returned item.
  • If the item is found to be damaged or missing parts, a partial refund or no refund may be issued.
  • Refunds are issued excluding any original delivery fees.

EXCHANGES

  • We can offer like-for-like exchanges if the item is still in stock.
  • Exchanges must be requested within 14 days of receiving your order.

FINAL CHECKLIST BEFORE RETURNING YOUR ITEM

  • Have you contacted our team and received return approval?
  • Is the product unused and in its original condition?
  • Have you included all original packaging and labels?
  • Have you secured the item properly to prevent damage during transit?

CONTACT US REGARDING RETURNS

If you have any questions about returns or need assistance, please contact:
Email: Customerservice@CasaDiStone.com
Phone: **020 7870 8227