Refund Policy
General
At Casañor, each item is handcrafted with care and intention. We want you to be happy with your purchase, but we also operate as a small artisan business, so please read the following carefully:
Refund Policy - The Basics
• Necklaces and other non-pierced items may be eligible for return within 14 calendar days of delivery
• Earrings are non-returnable for hygiene reasons, unless faulty or damaged on arrival. This is standard under UK law and ensures the safety and wellbeing of our customers.
To qualify for a return:
• The item must be unworn, unused, and in its original packaging.
• You must contact us within 3 business days of receiving your order with your concern, and include clear photos via WhatsApp or email.
• Once your return is approved, you will be responsible for sending the item back to us (tracked shipping recommended).
• Return shipping costs are the responsibility of the customer.
Once the item is received and inspected, a full refund will be issued for eligible items, excluding shipping costs. Refunds are typically processed within 5–10 business days of receiving the item.
Damaged or Incorrect Items
If you receive a product that is faulty, incorrect, or damaged in transit, please contact us within 3 business days of delivery with photographic evidence. We will do our best to resolve the issue promptly, either by offering a replacement (if stock is available) or issuing a full refund, including return shipping.
Made-to-order or Custom Items
Custom designs or made-to-order pieces are non-refundable and non-returnable, unless they arrive damaged or incorrect.
Exchanges
We do not offer exchanges. If you wish to purchase a different item, please place a new order by following our purchasing procedure.