Returns & Refund Policy

Returns & Refund Policy

Casa Sereno Luxury Living
Last updated: August 2026

At Casa Sereno Luxury Living, we want you to love your purchase. If something is not right, we are here to help.

This Returns & Refund Policy explains your rights and the process for returning products purchased through our website.

1. Change of Mind Returns

We understand that sometimes a product may not be quite what you expected.

If you change your mind about a purchase, please contact us within 14 days of receiving your order to request a return.

To be eligible for a change-of-mind return, the item must:

  • Be unused and in its original condition

  • Be returned with all original packaging, tags and labels

  • Not be damaged, washed, altered or used

  • Be suitable for resale

Return shipping costs for change-of-mind returns are the responsibility of the customer, unless otherwise agreed by Casa Sereno Luxury Living.

We recommend using a tracked shipping service, as we cannot be responsible for items lost during return transit.

2. Items That May Not Be Eligible for Return

For hygiene, safety or other reasons, some products may not be eligible for a change-of-mind return once opened or used.

This may include:

  • Bedding or other personal-use items that have been opened, used or washed

  • Sale or clearance items, where clearly stated as final sale

  • Gift cards

  • Personalised, custom-made or special-order products

  • Items damaged due to misuse, incorrect care or normal wear and tear

This does not affect your rights under Australian Consumer Law.

3. Faulty, Damaged or Incorrect Items

If your item arrives damaged, is faulty, or you receive the wrong product, please contact us as soon as possible.

Please provide:

  • Your order number

  • A description of the issue

  • Clear photographs of the product and, where relevant, the packaging

We will review the issue and provide an appropriate solution in accordance with Australian Consumer Law.

Depending on the circumstances, this may include a replacement, repair or refund.

4. Your Rights Under Australian Consumer Law

Nothing in this policy is intended to exclude, restrict or modify any rights you may have under the Australian Consumer Law.

If a product has a major problem, you may be entitled to choose a replacement or refund. If the problem is minor, we may choose to repair or replace the product within a reasonable time.

You may also be entitled to reimbursement of reasonable return costs where a product does not meet the consumer guarantees under Australian Consumer Law.

5. Refunds

Once your returned item has been received and inspected, we will notify you of the outcome.

If a refund is approved, it will generally be processed using the original payment method.

Please allow time for your bank or payment provider to process the refund.

Original shipping costs are generally non-refundable for change-of-mind returns, unless required by Australian Consumer Law or otherwise agreed by Casa Sereno Luxury Living.

6. Exchanges

If you would like to exchange an item, please contact us before returning your product.

Exchanges are subject to product availability.

If your preferred replacement item is unavailable, we may offer a refund, store credit or another suitable solution, depending on the circumstances and your rights under Australian Consumer Law.

7. How to Request a Return

To request a return, please contact us with the following information:

  • Your full name

  • Order number

  • Product(s) you wish to return

  • Reason for the return

  • Photographs, if the item is damaged or faulty

Please do not return products without contacting us first, as we may need to provide you with return instructions.

8. Return Shipping

For change-of-mind returns, customers are responsible for the cost of returning the item.

If an item is faulty, damaged or incorrectly supplied, return shipping costs may be covered or reimbursed in accordance with Australian Consumer Law.

We recommend that returned items are securely packaged to prevent damage during transit.

9. Contact Us

For questions about returns, refunds or exchanges, please contact:

Casa Sereno Luxury Living
Website: Casa Sereno
Email: info@casasereno.com.au

Thank you for shopping with Casa Sereno Luxury Living.