Return Policy

Returns & Refunds Policy — Casa Sereno

This policy is provided in accordance with the Australian Consumer Law (ACL) under Schedule 2 of the Competition and Consumer Act 2010 (Cth).

Your Rights Under Australian Consumer Law

All products sold by Casa Sereno come with guarantees that cannot be excluded under Australian Consumer Law.

You are entitled to a repair, replacement, or refund if a product has a major fault, and to compensation for any other reasonably foreseeable loss or damage caused by that fault. If a fault is minor, we may choose to repair, replace, or refund the item within a reasonable time.

These guarantees apply regardless of any other policy set out below.

Our 30-Day Guarantee (Faulty or Damaged Items)

If your item arrives damaged, faulty, or not as described, please contact us within 30 days of delivery so we can arrange an assessment. We may ask for photos of the issue and, in some cases, request the item back for inspection before approving a refund or replacement.

  • Major fault: you can choose a full refund or a replacement, subject to availability.
  • Minor fault: we'll repair, replace, or refund the item, whichever is fastest and fairest.

Refunds are issued to your original payment method.

Change of Mind

We currently don't offer refunds or exchanges for change of mind — including ordering the wrong size or colour, or simply changing your mind about a purchase. This does not affect your rights above if an item is faulty, unsafe, or significantly different from its description.

Health & Hygiene Items

For hygiene reasons, the following items can only be returned if faulty, not for change of mind:

  • Pillows
  • Quilts
  • Pillow protectors

Shipping Costs on Returns

Where a refund is approved for reasons other than a major fault, outbound and return shipping costs are non-refundable. If your order originally qualified for free shipping, our actual shipping cost may be deducted from the refund amount, unless the item has a major fault under the ACL.

Return Eligibility

To be eligible for a return, items must be:

  • Unused, in original condition (unless faulty)
  • In original packaging with tags/labels attached
  • Accompanied by proof of purchase (order number or receipt)

We reserve the right to decline a return if the item shows signs of misuse or damage from improper handling.

How to Start a Return

Email us at info@casasereno.com.au with:

  • Your order number
  • A description of the issue
  • Photos, if the item is damaged or faulty

Please wait for our confirmation before sending anything back — we can't accept unapproved returns.

Questions?

Reach out to info@casasereno.com.au and we'll be happy to help.