Returns & Refunds

Welcome to Casa Negara, where your comfort and style are our top priorities. We understand that purchasing furniture online can sometimes be daunting, which is why we offer a hassle-free, customer-centric return policy for your peace of mind.

Return Eligibility

Under the Consumer Contracts Regulation, if you buy online, you may return or exchange goods within 14 calendar days of receiving your delivery, except for products classified as made-to-order.

To be eligible for a return or exchange, the item(s) must be unused, in its original condition, and in the original packaging. Made-to-order goods are not eligible for return unless we have caused a defect or error.

Made-to-order goods include furniture and lighting items where you select a fabric, colour, material finish, or size at the point of order.

Please only order if you are certain that the item and finish are right for your needs, as cancellations or modifications cannot be made once the item enters production.

Return Process

If you wish to initiate a return or exchange, please contact orders@casanegara.com within 14 days of receiving your item with your order details and reason for return. We will provide the necessary instructions and return authorization if applicable.

  • The customer is responsible for arranging and covering the cost of return shipping unless the return is due to our error or a defective product.

  • We recommend using a trackable and insured shipping method to avoid damage during transit.

  • Items must be returned in their original packaging to qualify for a refund.

Refunds

Once the returned item(s) are received and inspected, we will notify you of the approval or rejection of your refund. If approved, we will initiate the refund to your original payment method within 7 working days.

  • Original shipping and handling charges are non-refundable.

  • A restocking fee may apply in certain cases, which will be communicated before processing your return.

  • Refunds will only be issued if items meet the return criteria.

Damaged or Defective Items

If you receive a damaged or defective item, please contact orders@casanegara.com within 48 hours of delivery.

  • Include clear photos of the damage/defect and the packaging.

  • We will assess the situation and offer a repair, replacement, or refund based on the circumstances.

  • If a replacement is provided, we will cover all associated shipping costs.

International Returns

We carefully inspect all products before dispatching internationally to ensure they arrive in perfect condition. However, we acknowledge that issues may sometimes arise during transit.

  • If your item arrives damaged or faulty, we will repair or replace it.

  • The customer is responsible for return shipping costs for faulty products.

  • Additional customs fees or duties may apply when returning items from outside the UK, which must be covered by the customer.

  • As we only have a UK-based office, we may have limited after-sales support for international customers—please consider this before ordering.

Customer Support

Our dedicated support team is here to help with any delivery or returns-related inquiries. Please contact us at +44(0)20 3370 0945 or orders@casanegara.com, and we will be happy to assist you.