Last updated: 16 February 2026
If you are a consumer in the EU or the UK, you have the right to withdraw from your purchase within 14 days without giving a reason, subject to the statutory exceptions described below. This page summarises the process; your statutory rights are not limited by this summary.
Your 14-day right of withdrawal
The withdrawal period expires 14 days after the day you (or a third party indicated by you, other than the carrier) receive the goods. If you ordered several items delivered separately, the period runs from the day you receive the last item. To exercise the right, inform us of your decision by email to returns@e-com.casa, or use the model withdrawal form on our Returns page, before the period expires.
How to return an order
- Step 1 — Contact us at returns@e-com.casa with your order number.
- Step 2 — Receive return instructions from our team.
- Step 3 — Pack the product securely, ideally in the original packaging.
- Step 4 — Send the product and keep your proof of postage.
- Step 5 — We inspect the returned items.
- Step 6 — We refund you to the original payment method.
Exclusions
Where permitted by law, the right of withdrawal does not apply or may be lost in the following typical cases:
- Goods made to your specifications or clearly personalised.
- Sealed goods which are not suitable for return for health protection or hygiene reasons, if unsealed after delivery.
- Goods which, after delivery, are inseparably mixed with other items.
- This list is not exhaustive; the law of your country of residence may provide further exceptions or additional protections.
Faulty, damaged or wrong items
If a product is faulty, damaged on arrival or not the item you ordered, your statutory rights (including the legal guarantee and UK statutory remedies) apply in addition to the withdrawal right. Contact support@e-com.casa with your order number and photos of the issue. For faulty or incorrectly supplied goods we will provide return instructions and cover the reasonable return costs, in line with applicable law.
Refund method and timing
We refund you using the same payment method you used for the original transaction. We issue the refund without undue delay and no later than 14 days after the day we receive the returned goods, or the day you provide evidence that you have shipped them back, whichever is earlier. We may withhold the refund until we have received the goods or evidence of return. We may deduct for any loss of value caused by handling beyond what is necessary to establish the nature, characteristics and functioning of the goods.
Return costs and address
You bear the direct cost of returning goods when withdrawing for change-of-mind reasons, unless we state otherwise in the return instructions (final return cost policy pending configuration [RETURN_COST_POLICY]). For faulty or incorrectly supplied goods, we cover reasonable return costs. The physical returns address is confirmed in our reply to your return request and is pending configuration [RETURNS_ADDRESS].