Bespoke Support

Refund policy

 

Hand-crafted pieces deserve hand-crafted care. To honour the integrity of our artisanal creations, the following policies apply to all orders placed within the UAE.

1. Return Submission Process

All return or exchange requests must be submitted via email:
support@casavincenzo.com

Please include your order number, full name, images/videos, and the reason for return.

2. Eligibility for Returns

Casa Vincenzo accepts returns only under conditions that preserve the craftsmanship, safety, and value of our pieces.

Condition Requirements

Returned items must be:

  • Unused, unworn, and undamaged
  • In 100% original condition with no signs of wear, handling, installation, or display
  • Free from scratches, residue, stains, or breakage
  • Packaging Requirements

To be eligible, all original components must be included:

  • Casa Vincenzo luxury box
  • EPE protective foam inserts
  • Thank-you card & ribbons
  • Outer cartons and protective packaging layers

Returns missing any component will be automatically rejected.

Return Window
  • Returns are accepted within 7 days from the date of delivery.
  • After 7 days, all sales are final as per UAE eCommerce guidelines for bespoke/luxury crafted goods.
Exceptions (Non-Returnable Unless Damaged on Arrival)

The following cannot be returned unless delivered damaged:

  • Custom-made or personalised creations
  • Limited editions & Signature Line items
  • Made-to-order pieces

For damages, an unboxing video is mandatory as per UAE shipping-insurance standards.

3. Non-Returnable Items

The following items are strictly non-returnable:

  • Personalized or custom items
  • Signature Line pieces
  • Sale, promotion, clearance, or Last Chance items
  • Gift cards or store credit vouchers
  • Items damaged due to customer handling or misuse
  • Items missing original packaging
  • Products showing signs of use or installation
4. Exchanges
Are Exchanges Allowed?

Yes, exchanges are permitted within 7 days of delivery, only if the item meets the following criteria:

Eligible Reasons for Exchange
  • Wrong colour or variation received
  • Incorrect item delivered
  • Verified manufacturing defect
  • Breakage during transit (must be reported within 24 hours)
  • Exchange Process

Email support@casavincenzo.com with:

  • Order number
  • Images/videos of the product
  • Description of the issue

Once approved:

  • Pickup and inspection will be coordinated
  • Exchange will be processed upon successful QC clearance
Stock Limitations

Exchanges depend on item availability.
If unavailable, Casa Vincenzo will issue:

  • Store Credit (valid for 6 months)

If the exchanged item is of lesser value, the remaining amount is issued as store credit.

5. Damaged or Defective Items
Reporting Window

Shipping damages must be reported within 24 hours of delivery with:

  • A full unboxing video
  • Clear images showing the damage

Reports after 24 hours cannot be accepted due to courier and insurance guidelines.

What Counts as a Manufacturing Defect
  • Structural instability
  • Flaws in finishing that compromise use
  • Paint inconsistencies beyond artisanal variation
  • Craftsmanship failure not caused by handling

Not considered defects:

  • Handmade variations, natural glaze reactions, texture variations, minor colour shifts.
  • These are celebrated characteristics of artisanal craft.
6. Refunds
Refund Processing Timeline
  • Refund initiated after QC inspection, usually within 5–7 business days
  • Total time including bank handling: 7–14 business days
Refund Method
  • Prepaid orders → refunded to the original payment method
Non-Refundable Charges
  • Shipping fees
  • Handling fees
  • Packaging charges
  • Duties or taxes (if applicable in the UAE or GCC)

If Casa Vincenzo covers return shipping but the item fails QC, the customer must bear:

  • Both-way shipping charges
  • A quality-check fee (for high-value or fragile pieces)
7. Store Credit

If store credit is issued:

  • Validity: 6 months
  • Non-transferable
  • Can be used on all items except Signature Line and sale items
8. Order Cancellations
Before Dispatch
Orders may be cancelled within 2 hours of purchase, provided the order has not been dispatched.
After Dispatch

Cancellation is not possible.
The order must follow the return process.

Refund for Cancelled Orders

Prepaid payments are fully refunded (excluding payment gateway fees if charged).

9. Return Shipping Costs
Brand Covers Shipping When:
  • Wrong product delivered
  • Item arrives damaged (with verified unboxing video)
  • Confirmed manufacturing defect
Customer Pays Shipping When:
  • Change of mind
  • Colour or size preference
  • Exchange without any defect
  • Item fails eligibility or QC inspection
Handling Fee

A restocking or QC handling fee may apply for:

  • Crystal
  • Ceramic
  • Premium handcrafted art pieces returned without proper packaging