Returns
Return Policy
At Casa Belle, our goal is to make sure you’re happy with your purchase.
If for any reason you’re not in love with your order, you can request a return within 35 days of delivery.
For most change-of-mind returns, a 20% restocking fee and return shipping costs apply and will be deducted from your refund. Faulty items are handled differently – see below.
Returns
For damaged, defective or incorrect items
If your rug or item arrives damaged, defective, or not as ordered, we’ll take care of it in line with your rights under Australian Consumer Law.
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Contact us as soon as possible at hello@casabelle.com.au with your order number and clear photos.
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If we confirm the issue, we’ll arrange an appropriate solution – this may include repair, replacement or a refund.
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In cases of confirmed faults, restocking and return freight fees do not apply.
For non-quality / change-of-mind issues
Simply changed your mind or the rug doesn’t suit your space?
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You can still return your order within 35 days of delivery.
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A 20% restocking fee (per item) and return shipping costs will be deducted from your refund.
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Original “free shipping” doesn’t change your rights, but the freight cost we incur may be deducted as part of the return freight fees.
Returns Process
To start a return:
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Email us at hello@casabelle.com.au with:
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Your full name
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Order number
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Item(s) you’d like to return
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Reason for the return (e.g. change of mind, not suitable, damaged, etc.)
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If your return is accepted, we’ll provide:
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A return shipping label or instructions on how and where to send the item
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Any additional information needed to complete the return
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Important: We can’t accept parcels that are sent back without a prior return request.
Once a return is approved, please ensure your item reaches us within 14 days of initiating the return.
Condition of Returned Items
To be eligible for a return, items must be in “new” condition and properly protected in their original or similar packaging to avoid damage in transit. This means:
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No pet hair, pet dander or odours
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No dirt, grass or outdoor stains
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No signs of wear, washing, trimming or improper care
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No damage, deterioration, or other stains
All returns are thoroughly inspected:
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If an item shows use or damage, we may reduce the refund amount to reflect the loss in value.
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Items returned in a condition we reasonably consider no longer sellable may not be refunded.
Items that cannot be returned
The following are not eligible for return or refund (unless faulty):
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Sale items (final sale)
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Gift cards
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Most custom or special-order products (if in doubt, please ask us before ordering or returning)
Cancelling or changing an order
If you need to cancel or change your order, please email hello@casabelle.com.au as soon as possible with your order number.
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If your order hasn’t been dispatched, we’ll do our best to help.
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If your order has already been shipped, it may need to be handled as a standard change-of-mind return, including restocking and return shipping fees.
We’re here to help
If you’re unsure whether your item is eligible for a return, or need help with the process, reach out to us:
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Email: hello@casabelle.com.au
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Address: 152A Miller Rd, Villawood, NSW 2163, Sydney
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Opening hours: Monday – Friday, 8:00am – 4:00pm (AEST/AEDT)
Nothing in this policy limits your rights under the Australian Consumer Law.