Refund policy

CLOTHING RETURN POLICY

We understand that sometimes things just don't work out, that is why we are committed to offering our customers refunds and exchanges on all full-priced items.

Please note SALE ITEMS ARE NOT ELIGIBLE FOR RETURNS exchanges ONLY

Please note: U.S. orders are final sale and cannot be returned or exchanged.

To be eligible for a refund or exchange, your order must meet the following criteria:

Items must be unworn, unwashed, and unaltered.
All original tags must be attached, and all original packaging must be intact and undamaged.
Items must be free from any marks, stains, makeup, pet hair, or odours. Please take care when trying on your items as any of these signs of wear will result in your return being denied.
Items must be full-priced and not sale items. Orders placed using promotional discounts or sign-up discounts are eligible for returns.
Returns/Exchanges must be made within 14 days of receiving your item.

Please note - we do not accept returns or offer refunds on any international orders where import duties, taxes, or customs fees have been refused or left unpaid by the customer. Parcels denied entry due to unpaid charges are not eligible for return, refund, or store credit.

If your returned items show any of these issues, your items will be shipped back to you at your expense.

Return shipping costs on refunds are at the expense of the customer and will be deducted from the refund total.

Return shipping costs on exchanges and store credits are covered by casa sarta on domestic orders only.

PROCESSING A RETURN OR EXCHANGE

If you're not satisfied with your order for any reason, please contact us at Returns@casasarta.com within 14 days of receiving your purchase to initiate the returns process. Please ensure the subject of your email contains the following:

Order Number
Return request (e.g., "Exchange", "Store Credit", "Refund")

In the email, briefly detail your concerns and the item you wish to return. We will respond to your request within 3-5 business days.

Once we have confirmed the return request, a shipping label will be sent to you via email. The customer must ship the item(s) back to us within 5 days of receiving their shipping label. Failing to do so will result in the order being returned to the customer at their own expense.

Sale Items

Please note that all sale items are final and cannot be returned, exchanged, or refunded. Sale items are only applicable for a refund if the product is deemed faulty and adheres to the faulty guidelines stipulated above.

USA RETURNS

United States Orders – Final Sale
All purchases made from the United States are final sale and cannot be returned, exchanged, or refunded.

Please review your order carefully before checkout. If you have any questions about sizing or product details, our team is here to help at enquries@casasarta.com prior to purchase.

TYPES OF RETURNS

Store Credit:

All orders that comply with the above requirements are eligible for a return in the form of a store credit. casa sarta store credits have NO EXPIRY date and can be used on any future purchase, including sale items or discounts.

Exchanges:

All orders that comply with the above requirements are eligible for an exchange. If the item you wish to swap your original item with exceeds the value spent, the customer must pay the difference. All return shipping costs on exchanges will be covered by casa sarta on domestic exchanges only.

Refunds:

All orders that comply with the above requirements are eligible for a refund. Shipping costs involved with processing a refund fall to the customer and will be deducted from the final amount issued back to the customer.

REFUND POLICY

This Refund Policy ("Policy") applies to purchases of goods from casa sarta.

General

(a) casa sarta offers refunds, repairs, and replacements in line with the Australian Consumer Law and the terms outlined in this Policy.

(b) Benefits provided in this Policy are in addition to your rights under the Australian Consumer Law. (c) Please read this Policy before purchasing to understand your rights and what to expect if you’re not satisfied with your order. (d) We reserve the right to cancel any order deemed suspicious or indicative of fraudulent activity.

(e) Refunds will be issued using the same payment method used for the original purchase. (f) Proof of purchase is required for refunds, repairs, replacements, exchanges, and store credit returns. Without proof of purchase, the return request will be denied.

Australian Consumer Law

(a) Under the Australian Consumer Law: (i) Our products come with guarantees that cannot be excluded. For major failures, you are entitled to: (A) cancel your purchase; and (B) receive a refund. (b) We comply with the Australian Consumer Law by offering refunds, repairs, and replacements. (c) If a product has a major failure, you may be entitled to a replacement or refund.

Cancellation and Change of Mind

(a) If you change your mind after receiving your order, casa sarta may, at our discretion, offer a store credit or exchange if: (i) you return the item within 14 days of receipt; and

Exceptions

(a) casa sarta may refuse a repair, replacement, or refund for a product if: (i) it is not for personal use or has obviously been used for hire; (ii) it has been misused; (iii) the item has general wear and tear from wearing and washing the garment. This is not a fault of the product but a result of the product being used and will not be eligible for repairs, refunds, or replacements.

Faulty Items/ Faulty Returns

If you receive an item that is damaged or incorrect, please reach out to us at Returns@casasarta.com within 24 hours of receiving your order, and we’ll be happy to assist.

An investigation will be conducted for any reported faults before items are returned.

Returns will not be accepted for items that are not deemed faulty.

Please note that minor issues, such as loose threads that can be trimmed, are not considered faults.

General Wear and Tear

Items will not be eligible for faulty refunds, repairs, or replacements if general wear and tear is present.

Garments will only be deemed faulty if the fault in the garment is because of manufacturing or shipping errors.

Any damage made to the garment whilst worn or washed by the customer will be deemed as wear and tear and is at the discretion of casa sarta whether to proceed with any further action.

Any issues you may have with your item, please email us at Returns@casasarta.com