Returns and Refunds Policy

Right of withdrawal (30 days)

In accordance with the legislation in force, you have 14 days from receipt of your order to exercise your right of withdrawal, without having to give any reason.

At Casemira, we extend this period to 30 days to give you greater peace of mind when you shop.

If you chose Serenity Delivery when placing your order, this Money-Back Guarantee period is extended to 60 days.

These extensions (30 or 60 days) constitute a commercial guarantee that comes on top of your statutory guarantees, without replacing or restricting them: the 14-day right of withdrawal, the statutory guarantee of conformity (2 years) and the guarantee against hidden defects remain free of charge and applicable to all orders.

The only difference between these two regimes concerns the initial delivery charges (see "Initial delivery charges" below).

To start a return, simply contact us at contact@casemira.com quoting your order number.

Eligibility conditions

To be accepted and refunded in full, the returned product must be:

• In a condition that allows it to be resold (new, unused),
• Complete,
• Properly protected for transport (and, wherever possible, in its original packaging).

You may unpack and handle the product in a reasonable way in order to assess its nature and characteristics (as you would in a shop). In the event of depreciation resulting from excessive handling (product used, soiled, washed, pet hair, odours, etc.), a deduction may be applied to the refund.

Return costs and procedure

Under our Money-Back Guarantee, return shipping is 100% free. Once your request has been approved by email, we will send you:

• Either a prepaid return label (for small/medium parcels to drop off at a pickup point),
• Or instructions for a home collection by a carrier (for bulky rugs).

Initial delivery charges

Returning your rug is always at our expense, with no conditions. The initial delivery charge, however, follows this rule:

- Orders of €100 or more: delivery was free, so there are no delivery charges to refund.

- Orders under €100, on which a €9.99 delivery charge was billed: if your return request reaches us within 14 days of receipt, you are exercising your statutory right of withdrawal and the €9.99 is refunded to you in addition to the price of the products (pro rata to the number of items returned in the case of a partial return). If your request reaches us from the 15th day up to the 30th day (or up to the 60th day if you chose Serenity Delivery), you benefit from our commercial Money-Back Guarantee: the refund then covers the price of the returned products, and the €9.99 initial delivery charge is not refunded.

This €9.99 is refunded to you in all cases and with no time limit if the product is faulty, damaged or non-compliant, or in the event of an error on our part.

No delivery charge is added after the fact if a partial return brings the amount you keep below the €100 threshold.

Please note: returns sent without a prior request and without our approval may not be accepted.

Return address

The exact address of the returns warehouse will be sent to you by email once your request has been approved, depending on the type of product.

Refund

As soon as we receive the return, we inspect the product. If the refund is approved, it is issued via the same payment method as the one used when placing the order (bank card, PayPal or Klarna). The transfer is initiated within a maximum of 14 days of receipt of the product or of proof of shipment.

The refund covers the price of the returned products, as well as the initial delivery charges when your return request reaches us within 14 days of receipt (see "Initial delivery charges" above).

Faulty, damaged or non-compliant product

If you receive a faulty, damaged or non-compliant product, contact us as soon as possible (ideally within 48 hours of receipt) at contact@casemira.com with photos of the defect and of the packaging. In this case, the return is of course covered in full and a swift solution will be offered (brand-new replacement or refund).

Exceptions

Returns may be refused (or subject to a partial deduction) if the product is returned clearly used, washed, soiled, damaged by the customer or incomplete.

Contact

For any question about a return: contact@casemira.com