Refund policy

We hope that you'll love everything you ordered from CasaFenix but if you are not completely satisfied, you can return or exchange it within 30 days from the delivered date.

Note: We aren't able to accept returns or exchanges unless they have been authorized by our Customer Service team sales@casafenix.co.uk We do not accept returned items that were sent back directly without notifying us first. If you want to return or exchange, please contact us to provide your Order Number and state the reason. After receiving your email with exchange/return request, our customer service representatives will send the exchange/return instructions back to you via email. Please follow the instructions to process the exchange/return.

We're sorry you didn't love your ordered item(s) from CasaFenix.co.uk. Please read the instructions below to learn more about returns or exchanges.

Order Cancellation

  1. For orders cancelled within 24 hours of purchase but have not been shipped, we will offer a full refund.
  2. We will NOT accept an order cancellation request if the orders have been shipped. Please apply for return after receiving the package.
  3. Generally, you will receive a refund within 5 to 15 business days. (If no refund is received within 15 days, please contact us via email)

Return/Exchange Process

  1. Items can be returned or exchanged within 30 days from the delivered date. Note that overdue requests may not be accepted. We do not advise exchanges as it will be easier to receive your refund and re-order as stock levels change daily.
  2. Return shipping fees are at the customer's own expense.
  3. The actual cost of shipping to you will be deducted from your refund, this may not be displayed as it is within the item price when free delivery is offered, so please check the actual cost with us before purchase. Large items are often in excess of £80 delivery cost.
  4. We'll email you once processing your refund or exchange and the refund will be issued to your original payment method. Generally, you will receive a refund within 5 to 15 business days. (If no refund is received within 15 days, please contact us via email)

Note: All return/exchange items must be returned unused, unworn, undamaged, unwashed and with all the original labels attached in original packaging. If not, the buyer is responsible for all incurred fees and these will not be refunded. Couriers will not collect items if they are not properly packaged. If you run into any issues, feel free to drop us an email a sales@casafenix.co.uk

VAT - We are currently not registered (2024) but expect to 2025
Out of stock & Pre orders - Some out of stock items in our store may be offered to you as a pre-order. If you are placing a pre order for a furniture item not in stock, you have the option to pay the full price while placing your order (often a discount will be offered), or a 30% deposit. The balance payment will then become payable shortly before dispatch of your item(s). Lead times vary and are often between 12-16 weeks, we will confirm on an order basis and contact you. You cannot purchase pre-orders by using the following accelerated checkouts: , Shop Pay, Apple Pay, Google Pay, or Meta Pay. Only in stock items can be purchased via these methods.

Pre-orders / Bespoke orders
When you purchase a pre-order or bespoke item, you are buying an out-of-stock product not yet in inventory which is treated as a bespoke order. We may collect a full payment or partial deposit at checkout based on your choice, we will store your payment method in the Shopify payment system, then fulfil and charge the full or remaining payment due at a future date. This type of order is not refundable and often takes 12-16 weeks. 

You can cancel a partially or fully paid pre-order order that has not yet been fulfilled on some occasions but if a product has been made for you or ordered in from a supplier for you, we will not be able to refund the full amount and would retain 30% of the total sale amount. If the order has been fulfilled, then you can't cancel the order. 

CUSTOMER SUPPORT

Email: sales@casafenix.co.uk

Phone: +44 7785 798260 This is a message service, please leave your email address for a response.

Opening Hours

MON TO SAT - 09:00 AM - 06:00 PM