RETURNS & REFUND POLICY

Last Updated: September 2026

At CASADIA, we want you to shop with confidence. This policy explains when products may be returned, replaced or refunded.

This policy is subject to the Consumer Protection Act 68 of 2008 (CPA), the Electronic Communications and Transactions Act 25 of 2002 (ECTA) and other applicable South African laws. Nothing in this policy limits any rights that cannot lawfully be excluded.

1. CHANGE OF MIND

CASADIA does not voluntarily accept returns, refunds or exchanges simply because you have changed your mind, ordered the incorrect product, no longer want the product or found it cheaper elsewhere.

This does not exclude any cooling-off or cancellation right that may apply to an electronic transaction under ECTA. (Within 5 days of receiving)

Where a statutory cooling-off right applies:

• CASADIA must be notified within the legally applicable period.
• The customer is responsible for the direct cost of returning the product where permitted by law.
• The product should be unused, in its original packaging, complete with all accessories and components, and in a condition suitable for resale, except to the extent that applicable law provides otherwise.
• The customer must take reasonable care of the product while it is in their possession.

Outside of a statutory right to return, CASADIA does not accept change-of-mind returns.

2. DEFECTIVE OR FAULTY PRODUCTS

CASADIA products are covered by the statutory warranty provided under South African consumer law.

If a product is defective, unsafe, of poor quality or not in good working order, please contact us as soon as possible.

Where the product qualifies for a remedy under the CPA within the applicable 30-day statutory warranty period, the customer may be entitled to a repair, replacement or refund, as provided by law.

CASADIA may reasonably inspect or test a returned product to establish the nature and cause of the reported fault.

Where a genuine defect is confirmed and the CPA applies, CASADIA will cover the reasonable cost of returning the product as required by law.

The requirement that a product be unused and resalable does not apply where use of the product was reasonably necessary to discover a genuine defect or where applying such a requirement would limit a customer's statutory rights.

3. ITEMS DAMAGED DURING DELIVERY

If your order arrives damaged, please contact us as soon as reasonably possible at info@casadia.co.za.

Please provide:

• Your order number
• A description of the damage
• Clear photographs or video of the product
• Photographs of the packaging where possible

Please retain the product, packaging, accessories and components while we assess the claim.

Where the product was damaged before or during delivery and CASADIA is responsible under applicable law, we will arrange an appropriate remedy and cover the applicable return costs.

4. INCORRECT OR INCOMPLETE ORDERS

If you receive the wrong product or your order is missing an item, please contact info@casadia.co.za as soon as reasonably possible.

Where an incorrect product has been supplied, please keep it unused, in its original packaging, complete and in a resalable condition while we arrange collection or return, unless opening the packaging was reasonably necessary to identify the error.

CASADIA will cover the reasonable return cost where the incorrect product was supplied by us.

5. PRODUCTS THAT HAVE BEEN USED OR DAMAGED

Subject to your statutory rights, CASADIA will not accept a discretionary return where a product has:

• Been used, damaged or misused
• Been dropped or physically damaged
• Suffered water or liquid damage where not designed for such exposure
• Been modified, altered or repaired by an unauthorised person
• Been used contrary to the supplied instructions
• Had accessories, components or packaging lost
• Been damaged through normal wear and tear
• Been damaged after delivery through misuse, negligence or improper storage

These exclusions do not remove any rights a customer may have in relation to a genuine product defect under the CPA.

6. RETURN CONDITION

Where a return is permitted and the nature of the return legally allows these conditions to be applied, products must be:

✓ Unused
✓ In their original condition
✓ In the original packaging
✓ Complete with all accessories, manuals and components
✓ In a clean and resalable condition

CASADIA reserves the right, where permitted by law, to refuse a discretionary return or apply a reasonable deduction or charge where returned goods have been used, damaged, are incomplete or require restoration before they can be restocked.

These conditions will not be applied in a way that unlawfully restricts a consumer's rights under the CPA, ECTA or other applicable law.

7. HOW TO REQUEST A RETURN

Before sending any product back to us, please email:

info@casadia.co.za

Please include your:

• Full name
• Order number
• Product being returned
• Reason for the return
• Photos or video if the product is damaged or defective

Please do not return a product without first contacting us.

Once your return has been approved or acknowledged, we will provide the relevant return instructions.

8. RETURN COURIER COSTS

Customer pays: Where permitted by law, return courier costs for a qualifying change-of-mind/cooling-off return are for the customer's account.

CASADIA pays: Where CASADIA supplied an incorrect product, or where a product qualifies as defective or damaged and the law requires the return to be at our risk and expense, CASADIA will cover the reasonable return cost.

CASADIA will not be responsible for return courier costs arising from an unauthorised return where the customer has not first contacted us.

9. REFUNDS

Once a returned product has been received, it may be inspected before the refund is processed, where an inspection is appropriate and legally permissible.

Approved refunds will generally be processed using the original payment method.

CASADIA will process refunds within the time periods required by applicable South African law.

Once a refund has been processed by CASADIA, additional processing time may be required by your bank or payment provider.

10. SALE & PROMOTIONAL PRODUCTS

Products purchased on sale or promotion remain protected by applicable South African consumer law.

A discounted price does not remove your statutory rights regarding defective, unsafe, damaged or incorrectly supplied products.

Change-of-mind returns on sale or promotional products will not be accepted.

11. FAIR USE

CASADIA reserves the right to investigate suspected fraudulent or abusive returns, including:

• Returning a different product from the one purchased
• Deliberately damaging a product
• Falsely claiming that a product is defective
• Returning incomplete products
• Making false claims regarding missing items

Nothing in this section limits a customer's legitimate rights under South African consumer law.

12. CONTACT US

For all return, refund or exchange queries:

CASADIA
Email: info@casadia.co.za
Website: www.casadia.co.za

Please include your order number in all correspondence so we can assist you as quickly as possible.

CASADIA

Little Finds. Better Living.