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Returns Policy

At Casa Collection, we take pride in offering high-quality natural lambskin and wool products. Our Returns & Refunds Policy is designed to be fair and transparent, while protecting our business from misuse or damage caused by improper product care or misunderstanding of natural product characteristics.

1. Australian Consumer Law

This policy is in accordance with your rights under the Australian Consumer Law (ACL). You are entitled to a replacement, repair or refund if an item has a major fault, or otherwise does not meet consumer guarantees.

You are not entitled to a refund or exchange for:

  • Change of mind after purchase

  • Damage caused by misuse, improper care, or failure to follow instructions

  • Natural colour or texture variations

As lambskin and wool are natural products, slight variations in colour, shape, pile length, and texture may occur between individual items. These natural characteristics are not faults and do not qualify as grounds for return or exchange.

 

2. Returns Eligibility

We accept returns if:

  • The item is faulty, damaged, or not as described.

To be eligible for a return, the item must:

  • Be returned within 30 days of purchase,

  • Be unused, unwashed, and in original packaging,

  • Include proof of purchase (order confirmation or invoice),

  • Be in re-saleable condition, unless it is being returned due to a fault.

 

3. Faulty or Damaged Items

If you believe your product is faulty, damaged in transit, or materially different from what was described:

  1. Contact us within 7 days of receiving the item.

  2. Provide clear photos of the fault/damage and the packaging.

  3. We will assess the issue and, if valid, offer:

    • A refund,

    • A replacement,

    • Or a store credit (your choice).

Return postage for faulty items will be covered by Casa Collection.

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4. Important Notes About Natural Products

  • Our products are made from natural wool and sheepskin, and as such, colour, size, density, and texture may vary from item to item.

  • These are not faults, but natural characteristics of genuine lambskin and wool products.

  • Images on our website are for reference only. Colour may differ based on lighting, dye lots, and individual screen settings.

  • Complaints based solely on these natural variances do not qualify as defects.

 

5. How to Initiate a Return

To start a return:

  1. Email us with your order number and reason for return.

  2. Our team will confirm if your item is eligible and send you the return instructions.

  3. Once the item is received and inspected, we will issue a refund or exchange in accordance with this policy.

 

7. Refund Processing

Refunds (where applicable) will be issued to the original payment method within 5–10 business days of return approval. We are not responsible for delays caused by your bank or credit card provider.

 

8. Exchanges

We do not offer direct product exchanges. If you wish to order a different item, please return your original item (if eligible) and place a new order separately.

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