Exchange Policy
Casale Vero is an emerging clothing brand committed to delivering quality products and a seamless shopping experience. This Exchange & Refund Policy outlines the terms under which products purchased from our platform may be exchanged or refunded.
1. Definitions
“Exchange” means the process of sending back a purchased product to Casale Vero for replacement.
“Exchange” means replacing a product with another size or the same product (subject to availability).
“Refund” means the reimbursement of the amount paid by the customer for the product.
2. Eligibility for Exchange
An exchange request may be accepted under the following conditions:
- The product is defective or has a manufacturing fault.
- The product was damaged during transit.
- An incorrect product was delivered.
- Items are missing from the order.
Note: Exchanges due to incorrect size selection or change of preference may be accepted at the sole discretion of Casale Vero.
3. Exchange Conditions
To be eligible for exchange:
- The product must be unused, unworn, and unwashed.
- All original tags, labels, and packaging must be intact.
- The request must be raised within 7 days from the date of delivery.
- The product should be in the same condition as received.
Casale Vero reserves the right to reject exchanges that do not meet the above conditions.
4. Exchange Process
Customers must initiate a request by emailing support@casalevero.com within 24–48 hours of delivery (for damaged/defective/wrong items).
How to Request an Exchange
Follow these steps:
- Email us at support@casalevero.com
- Share:
- Order details
- Product images
- Unboxing video (required for damaged/wrong items)
After approval:
- We will arrange pickup or guide you on exchange shipping
- Replacement will be sent after quality check (if applicable)
5. Exchange Policy
Exchanges are allowed for:
- Size issues (subject to availability)
- Defective or incorrect products
Only one-time exchange per order is allowed.
If the requested size/product is unavailable, a refund will be initiated instead.
6. Non-Exchangeable Items
The following items are not eligible for exchange or refund:
- Products that have been used, washed, or damaged after delivery
- Items without original packaging and tags
- Products purchased during clearance sale or special promotional events (unless defective)
7. Order Cancellation / Out-of-Stock
If a product is out of stock or unavailable, the order will be cancelled and a full refund will be issued.
Casale Vero reserves the right to cancel orders due to unforeseen circumstances.
8. Shipping Charges
- For defective, damaged, or incorrect products:
Casale Vero will bear the exchange shipping cost - For size exchange or customer preference:
Shipping charges may be applicable (to be communicated during request approval)
9. Partial Refunds (If Applicable)
Refund amounts may differ in cases where:
- The product was purchased under a discount or promotional offer
- The exchange does not include all items from a bundled order
10. Legal Information
This policy follows applicable Indian laws, including:
- Information Technology Act, 2000
- Consumer Protection Act, 2019
By shopping with Casale Vero, you agree to this policy.
11. Dispute Resolution
In case of any concerns or disputes regarding exchanges or refunds, customers may contact:
Casale Vero will make reasonable efforts to resolve all concerns in a fair and timely manner.
12. Product Condition Guidelines
| Category | Exchange Condition Requirement |
|---|---|
| Clothing | Must be new, unused, with original packaging & tags |
| Footwear (future) | Must be unused, in original box |
| Accessories | Must be unused and properly packaged |
