Exchange, Return & Refund Policy
# Exchange, Return & Refund Policy
The domain name [www.casalevero.com](http://www.casalevero.com) (hereinafter referred to as the "Website") is owned and operated by Casale Vero ("Casale Vero", "We", "Us", or "Our").
At Casale Vero, we are committed to providing high-quality products and a transparent shopping experience. This Exchange, Return & Refund Policy explains the conditions and procedures applicable to products purchased through our website.
1. Exchange & Return Window
Customers may request an exchange or return within **7 days from the date of delivery**.
For products received in damaged, defective, incorrect, or incomplete condition, customers are encouraged to notify us within **48 hours of delivery** and provide supporting evidence.
Requests received after the applicable timelines may not be accepted.
2. Eligible Reasons for Exchange or Return
Exchange or return requests may be approved under the following circumstances:
* Product received is damaged or defective.
* Incorrect product, size, or item has been delivered.
* Product has a manufacturing defect.
* Item(s) are missing from the order.
* Size exchange request is made, subject to product availability.
3. Conditions for Exchange or Return
To be eligible for exchange or return:
* The product must be unused, unworn, and unwashed.
* Original tags, packaging, invoices, and labels must be intact.
* The product must be returned in the same condition in which it was delivered.
* The exchange or return request must be initiated within the prescribed period.
Casale Vero reserves the right to reject any request that does not satisfy these conditions.
4. How to Request an Exchange or Return
Customers may contact us by:
Email: [support@casalevero.com](mailto:support@casalevero.com)
Phone & WhatsApp: +91 8679270859
Please provide:
* Order Number
* Registered Mobile Number
* Description of the issue
* Clear photographs of the product
* Unboxing video (mandatory for damaged, defective, incorrect, or missing items)
Upon approval, Casale Vero will arrange reverse pickup where service is available or provide instructions for self-shipping.
5. Exchange Policy
Exchanges are permitted for:
* Damaged or defective products
* Incorrect products delivered
* Size exchange requests (subject to stock availability)
Only one exchange request per order is permitted.
If the requested size or replacement product is unavailable, an eligible refund may be initiated.
6. Refund Policy
Casale Vero follows an Exchange-First approach. Refunds may be provided under the following circumstances:
* Product received is damaged, defective, or incorrect and replacement is unavailable.
* Ordered product becomes unavailable or out of stock.
* Exchange cannot be fulfilled due to non-availability of stock.
* Order is cancelled by Casale Vero.
* Return request is approved in accordance with this policy.
Refunds are not provided for:
* Change of mind or personal preference.
* Incorrect size selection by the customer (unless specifically approved by Casale Vero).
* Products that have been used, worn, washed, altered, or damaged after delivery.
7. Refund Processing Timeline
Approved refunds will be processed within 5–7 business days after the returned product has been received and successfully passed quality inspection (where applicable).
The amount will be refunded to the original payment method.
For Cash on Delivery (COD) orders, customers may be required to provide valid bank account details or UPI ID for processing the refund.
The time required for the refunded amount to reflect in the customer's account may vary depending on the customer's bank and payment provider.
8. Shipping Charges for Exchanges and Returns
* For damaged, defective, incorrect, or incomplete orders, Casale Vero will bear the applicable exchange or return shipping charges.
* For approved size exchanges, shipping charges may be applicable and will be communicated during request approval.
9. Non-Returnable & Non-Refundable Items
The following items are not eligible for exchange, return, or refund:
* Products that are used, washed, altered, or damaged after delivery.
* Products without original tags, packaging, invoices, or labels.
* Products returned after the prescribed return period.
* Products purchased during clearance, final sale, or promotional events, unless defective or incorrectly delivered.
10. Order Cancellation
Customers may request cancellation before the order has been dispatched.
Cancellation requests submitted after dispatch may not be accepted.
If Casale Vero cancels an order due to product unavailability, stock issues, or operational reasons, a full refund will be processed.
11. Customer Support
Business Name: Casale Vero
Address:
Casale Vero
184, Ramnagar Colony, Road No. 1,
Near Kumar Book Depot,
Izzatnagar, Bareilly,
Uttar Pradesh - 243122,
India
Phone & WhatsApp: +91 8679270859
Email: [support@casalevero.com](mailto:support@casalevero.com)
Customer Support Hours:
Monday – Saturday: 10:00 AM – 7:00 PM IST
Sunday: Closed
12. Legal Information
This policy follows applicable Indian laws, including:
Information Technology Act, 2000
Consumer Protection Act, 2019
We aim to respond to customer queries within 24–48 business hours.
By shopping with Casale Vero and placing an order on [www.casalevero.com](http://www.casalevero.com), you acknowledge that you have read, understood, and agreed to this Exchange, Return & Refund Policy.
