Returns & Refunds
How to return an order
Six steps, no surprises
If you are a consumer in the EU or the UK, you have a statutory right to withdraw within 14 days of receiving your goods — no reason needed. Here is how the process works.
- Step 1
Contact us
Email returns@e-com.casa within 14 days of receiving your order, with your order number and the items you wish to return.
- Step 2
Receive return instructions
We reply with instructions for your return, and confirm the return address and any label details.
- Step 3
Pack the product
Pack the items securely, ideally in the original packaging, with all parts, accessories and manuals included.
- Step 4
Send the product
Ship the parcel following our instructions, and keep your proof of postage until the refund is complete.
- Step 5
Inspection
Once the return reaches us, we inspect the items. If anything is unclear, we contact you before proceeding.
- Step 6
Refund
We refund to your original payment method — within 14 days of receiving the returned goods or your proof of return, whichever comes first, in line with applicable law.
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, simply email returns@e-com.casa or use the model withdrawal form below, clearly stating that you wish to withdraw.
We refund using the same payment method you used for the original transaction. We may withhold the refund until we have received the returned goods or you have supplied evidence of having shipped them back. You are only liable for any loss of value caused by handling beyond what is necessary to establish the nature, characteristics and functioning of the goods.
Faulty, damaged or wrong items
A product that arrives damaged, does not work as described or is not the item you ordered is a different case from a change of mind: your statutory rights — including the legal guarantee — apply in full, 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. See our Warranty & Legal Guarantee policy for details.
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.
Refund timing and return costs
Refunds are issued 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. For change-of-mind withdrawals you bear the direct cost of returning the goods, unless our instructions say otherwise (the final return cost policy is pending configuration [RETURN_COST_POLICY]).
Model withdrawal formCopyable text — paste it into your return email and fill in the marked fields.
To: VANTERA DIGITAL LTD 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ, United Kingdom (Email: returns@e-com.casa) I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale for the supply of the following goods: ———————————————————————————————————— (order no. / description of the goods) ———————————————————————————————————— Ordered on (*) / received on (*): __________________________ Name of consumer(s): ______________________________________ Address of consumer(s): ___________________________________ Email of consumer(s): _____________________________________ Signature of consumer(s) (only if this form is notified on paper): Date: __________________________ (*) Delete as appropriate.
The physical returns address is confirmed in our reply to your return request and is pending configuration [RETURNS_ADDRESS] — do not send parcels to the registered office.
Ready to start a return?
Email us with your order number — we will take it from there.
This page is a summary. The legally binding version — including country-specific details — is our Returns & Right of Withdrawal policy. Where national law gives you additional protection, that law prevails.