Refund and Returns Policy

Last Updated: [October 20, 2024]

At Lava-Casa, we strive to provide high-quality products and exceptional service. We understand that sometimes things may not go as planned, and we want to ensure that our customers feel confident and satisfied with their purchases. This Refund & Return Policy outlines the terms under which we accept returns and process refunds.

General Policy

All purchases made through Lava-Casa are subject to our Refund & Return Policy. By placing an order, you agree to these terms.

Eligibility for Returns

Products
You may return eligible products within 3 days of receipt if they meet the following criteria:

  • The item is unused, unopened, and in its original packaging.
  • The item is in the same condition as when it was delivered.
  • Custom-made or special order items are not eligible for return.

Services

Services rendered, such as design consultations and installations, are generally non-refundable once the service has been performed. If you are not satisfied with the service, please contact us within 7 days of completion to discuss your concerns.

Return Process

To initiate a return, please follow these steps:

Contact Us
Reach out to our customer service team via email at info@lava-casa.com or call us at +971 527489262. Please provide your order number and a brief description of the reason for the return.

Return Authorization
Our team will provide you with a Return Authorization (RA) number and instructions for returning the item. Returns without an RA number may not be accepted.

Shipping the Return
You are responsible for the return shipping costs unless the item is defective or incorrect. We recommend using a trackable shipping service to ensure that the item reaches us safely.

Refund Process

Inspection
Once we receive your returned item, our team will inspect it to ensure it meets the return criteria.

Refund Timeline
If the return is approved, we will process your refund within 7-10 business days. The refund will be issued to the original payment method used for the purchase.

Damaged or Defective Items

If you receive a damaged or defective item, please contact us within 48 hours of receipt. We may ask for photographic evidence to process your claim. In such cases, we will provide a replacement or full refund, including any shipping costs incurred.

Exchanges

At this time, we do not offer direct exchanges. If you would like to exchange a product, please return the original item as outlined above and place a new order for the desired product.

Final Sale Items

Certain items may be marked as final sale and are not eligible for return or refund. These items will be clearly indicated at the time of purchase.

Changes to Policy

We reserve the right to update or modify this Refund & Return Policy at any time without prior notice. Your continued use of our services after any changes constitutes your acceptance of the new terms.

Contact Information

If you have any questions or concerns regarding our Refund & Return Policy, please contact us at:

Thank you for choosing Lava-Casa. We appreciate your business and are here to assist you!