Refunds

Refund Policy

We want you to feel confident when you shop with Casa Belle. This Refund Policy explains how and when refunds are issued once a return has been received and assessed.

This policy should be read together with our Return Policy, which explains eligibility, timeframes and fees.

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Refunds for approved returns

Once your return arrives at our warehouse:

1. Please allow up to 10 business days for the parcel to reach us.

2. After we receive it, our team will inspect the item. This may take up to 5 business days.

3. If your return is approved, we’ll process your refund back to your original payment method.

For change-of-mind returns, your refund will be minus:

• A 20% restocking fee per item; and

• Any freight / return shipping charges associated with the return.

Your bank or card provider may take additional time to show the refund in your account.

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Refunds for damaged or defective items

If your rug or item is confirmed to be faulty, damaged or incorrect, we will work with you in accordance with the Australian Consumer Law to provide an appropriate remedy, which may include:

• Repair

• Replacement

• Refund

In cases of confirmed faults:

• We do not charge a restocking fee; and

• We will not pass on return freight fees to you.

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Non-quality / change-of-mind refunds

For non-quality-related returns (e.g. change of mind, incorrect size or colour selection):

• Returns must be initiated within 35 days of delivery.

• Items must be in new, unused condition and properly packaged.

• Once approved and received, we’ll refund the item price less:

  • 20% restocking fee (per item)

  • Return freight / shipping costs

Original expedited or special shipping services (if any) are non-refundable.

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Non-refundable & non-returnable items

The following cannot be refunded (unless faulty):

• Sale items – these are final sale and non-refundable.

• Gift cards.

• Most custom or special-order items that are made or sourced specifically for you.

If you’re unsure whether your item falls into one of these categories, please email us before you order or attempt to return the item.

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Exchanges

We don’t offer direct item-for-item exchanges.

If you’d like a different design, size or colour, the fastest way is:

1. Return the original item by following our Return Policy.

2. Once your return is accepted, place a new order for the product you’d like instead.

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How to request a refund / start a return

To start any return that may lead to a refund:

1. Email hello@casabelle.com.au with:

   • Your name

   • Order number

   • Item(s) you’re returning

   • Photos (for damaged or defective items)

2. Our team will confirm:

   • Whether your item is eligible

   • Any fees that apply (restocking and freight)

   • Next steps and return instructions

We can’t process refunds for items that arrive at our warehouse without an approved return request.

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Need more help?

If you have questions about how a refund will be calculated or whether your order is eligible, we’re here for you:

• Email: hello@casabelle.com.au

• Address: 152A Miller Rd, Villawood, NSW 2163, Sydney

• Opening hours: Monday – Friday, 8:00am – 4:00pm

Again, nothing in this Refund Policy limits your rights under the Australian Consumer Law.