Returns & Refund Policy
Version 3.0 · Effective from 2025
Your satisfaction matters to us.If something isn't right with your order — whether you've changed your mind, your item arrived damaged, or it has developed a fault — this policy explains clearly what to do and what you can expect from us. If you are unsure about anything, please get in touch before returning and we will guide you through the process.
At a Glance
|
Scenario |
What Happens |
|
Cancellation before dispatch |
Free — min. 24 business hours' notice required before dispatch |
|
Dispatched but not yet delivered — decline at the door |
The courier returns the item to us. Return fee applies per item. |
|
Change of mind — item already received |
Customer arranges & pays for return shipping to our Runcorn warehouse. Item must be unused, unassembled, in original packaging. |
|
Damaged on arrival |
Report within 48 hrs with photos. Statutory rights apply — see Section 3. |
|
Developed a fault (within warranty) |
Submit a warranty claim via our returns form. Resolution depends on warranty terms. |
|
Wrong item received |
Accept delivery, contact us within 48 hrs with photos. We resolve at no cost to you. |
|
Non-returnable items |
Custom/made-to-order items and opened mattresses cannot be returned. |
To start any return or refund request — whether for a change of mind, damage, or a warranty issue — please use our online Returns Request Form:
casamaria.co.uk/pages/warranty-returns-request-form
Using the form allows us to log your request, assign it to the right team, and process it as efficiently as possible. Returns requested without using the form may take longer to process.
Alternatively, you can contact us directly:
Email: support@casamaria.co.uk
Live Chat: 9am – 5pm, Monday to Friday via the website
If you change your mind before your order has been dispatched, you can cancel free of charge — provided your cancellation request reaches us at least 24 business hours before the order is due to be dispatched and before it has entered our warehouse or courier process.
To cancel, please contact us as soon as possible at support@casamaria.co.uk or via Live Chat.
If your order has already been dispatched but has not yet been delivered to you, you may decline the delivery at the door. The courier will return the item to us.
Important: This is the only circumstance in which we can co-ordinate a return on your behalf. Once an item has been accepted and received by you, all returns are entirely your responsibility to arrange and pay for — we do not offer a collection service for received items.
If you decline the delivery, a return fee will apply per item to cover the cost of the courier returning the goods to our warehouse:
|
Item Type |
Return Fee (per item) |
|
Smaller items — e.g. coffee tables, bedside cabinets |
£60 |
|
Bulkier items — e.g. sofas, dining tables, beds, garden furniture, sideboards |
£100 |
|
Pergolas |
£150 |
Note:Return fees are charged per item, not per order. If your delivery address is in a surcharge postcode area, the return fee is £90 plus the original delivery surcharge paid at checkout.
Under the Consumer Contracts Regulations 2013, you have 14 calendar days from the date you receive your item to notify us that you wish to return it. Once notified, you have a further 14 calendar days to send the item back to us.
Important: We do not offer a collection service for items that have already been received. You are solely responsible for arranging and paying for the return shipment back to our warehouse. We strongly recommend using a tracked and insured service, as we cannot accept liability for items lost or damaged in transit on their way back to us.
To be eligible for a change of mind return, the item must be:
– Unused and unassembled
– In its original, undamaged packaging with all tags and documentation intact
– In the same resalable condition as when it was received
Note:Assembly voids your right to a change of mind return. Once an item has been built or installed, it can no longer be returned under this policy.
A deduction may be made from your refund if the item shows signs of handling or use beyond what would be reasonable when inspecting a product in a shop — for example, if packaging has been opened and damaged, or components show marks of use.
All customer-arranged returns must be sent to our warehouse during the following receiving hours:
Address: MS Global Trading Ltd (T/A Casa Maria Designs)
: 57–58 Brindley Road, Astmoor Industrial Estate
: Runcorn, Cheshire, WA7 1PF
Returns hours: Monday – Friday, 9:30am – 2:30pm only
Closed: Weekends and bank holidays
Important: Returns delivered outside of these hours — including after 2:30pm or at weekends — cannot be accepted and may be turned away. Please ensure your courier is booked to arrive within the receiving window of 9:30am to 2:30pm, Monday to Friday.
Please inspect your order carefully within 48 hours of delivery. If your item has been damaged in transit, please:
– Take clear photographs of the damage, the outer packaging, and any delivery labels before doing anything else.
– Do not attempt to assemble the item if damage is visible — contact us first.
– Submit a return request via our online form, or email support@casamaria.co.uk with the photos and your order number.
Important: Transit damage must be reported within 48 hours of delivery. We cannot accept liability for damage reported after this window, as we are unable to distinguish it from damage that may have occurred during handling after receipt.
Where transit damage is confirmed and falls within your statutory rights under the Consumer Rights Act 2015, we will work with you to find a resolution — which may include a replacement part, a full replacement, or a refund. Please note that for items already received, any physical return remains your responsibility to arrange and pay for, unless we agree otherwise as part of the resolution.
If your item develops a fault after delivery, this may be covered under our warranty. Please refer to Section 10 of our Terms and Conditions for full details:
casamaria.co.uk/policies/terms-of-service
In summary, our warranty provides:
– 12 months on manufacturing defects, paint, rust protection, moving parts, and electronics across all standard products.
– An extended 5-year structural guarantee on core frames and mechanisms (parts only from years 2–5).
– A 10-year structural guarantee on pergola frames, with 2 years on paint and moving parts.
If you receive an item that is different from what you ordered, please accept the delivery and contact us within 48 hours with:
– Your order number
– A photo of the item received
– A photo of the delivery label
We will investigate promptly. Where an error is confirmed on our part, we will arrange an appropriate resolution. Please do not reject the delivery — rejected incorrect items are processed as standard returns and may incur fees if the original order was picked correctly.
The following items cannot be returned under any circumstances, except where they are found to be faulty, not as described, or not fit for purpose:
– Custom or made-to-order items — products personalised or manufactured to your specification.
– Mattresses — for hygiene reasons, mattresses cannot be returned once the original packaging has been opened.
Note:If a non-returnable item arrives damaged or develops a manufacturing fault, your statutory rights under the Consumer Rights Act 2015 still apply. Please contact us and we will find a fair resolution.
If your item was assembled before you decided to return it, you are responsible for safely disassembling it before sending it back. This includes detaching any components fixed to walls, floors, or other surfaces. Please take care during disassembly — any additional damage caused will affect your refund.
Items must be securely packaged for their return journey. Wherever possible, please use the original packaging. If this is no longer available:
– Use appropriate protective materials such as bubble wrap, foam, or sturdy cardboard.
– Ensure all components, fixings, accessories, and documentation originally supplied are included.
– Do not apply excessive tape directly onto the item's surface.
Important: Items returned without adequate packaging, or missing parts or documentation, may have a deduction applied to the refund to reflect the reduction in value or the cost of replacement parts.
When booking your return courier, you must ensure your shipment is scheduled to arrive at our warehouse within our returns receiving hours:
Returns hours: Monday – Friday, 9:30am – 2:30pm only
Closed: Weekends and bank holidays
Deliveries arriving outside these hours cannot be accepted. We recommend contacting your chosen courier to confirm they can guarantee delivery within this window. We cannot be held responsible for returns that fail due to arriving outside of receiving hours.
Once your returned item has been received and inspected at our warehouse, we will notify you of the outcome by email. If your return is approved, your refund will be issued to your original payment method within 14 calendar days of us receiving the goods.
Note:Your bank or payment provider may require additional time to process the funds after we have issued the refund. This is outside our control. If you paid via Klarna, refunds are processed by Klarna directly and timescales may vary.
Approved refunds cover the original purchase price of the returned item. The following costs are non-refundable:
– Original delivery charges and courier fees
– Offshore or remote area delivery surcharges
– Assembly or installation service fees
– Return shipping costs paid by the customer
If an item is returned in a worse condition than when dispatched — for example, with damage caused by mishandling, missing parts, or evidence of use — we reserve the right to make a reasonable deduction from the refund to reflect the reduction in value.
A partial refund may be issued where:
– The item shows evidence of use or handling beyond reasonable inspection.
– Packaging has been damaged or is missing.
– Accessories, fixings, or documentation are not included with the return.
– The item has been assembled and then disassembled, resulting in cosmetic wear or minor damage.
We do not operate a direct exchange programme. If you would like a different item, please return your existing item for a refund once it has been approved, then place a new order. This ensures your replacement item is reserved as quickly as possible.
If you purchased using Klarna's Pay in 3 service, please be aware of the following when returning an item:
– Notify Klarna of your return as soon as you have submitted your return request with us. You can do this via the Klarna app or website.
– Klarna may pause your payment schedule while your return is processed, but this is at Klarna's discretion — we cannot guarantee this will happen automatically.
– Your refund will be issued to Klarna once we have processed the return. Klarna will then adjust your payment plan accordingly.
– If you continue to receive payment reminders from Klarna while your return is in progress, please contact Klarna directly — this is between you and them and is outside our control.
Note:For full details of Klarna's returns and refund process, visit our Klarna FAQ page at casamaria.co.uk/pages/klarna-faqs or contact Klarna directly via their app.
Nothing in this policy affects your statutory rights under UK consumer law. In particular:
– Under the Consumer Rights Act 2015, you have the right to a full refund within 30 days if goods are faulty, not as described, or not fit for purpose (the 'short-term right to reject').
– After 30 days and within 6 months, you are entitled to a repair or replacement first. If that is not possible or fails, you can claim a full or partial refund.
– Under the Consumer Contracts Regulations 2013, you have 14 days from receipt to cancel a distance purchase and request a return, regardless of reason.
Note:For free, independent consumer advice, contact Citizens Advice at citizensadvice.org.uk or your local Trading Standards office.
If you have any questions about a return or refund, please don't hesitate to get in touch. We are here to help and will always aim to find a fair resolution.
Returns form: casamaria.co.uk/pages/warranty-returns-request-form
Email: support@casamaria.co.uk (we aim to respond within 48 business hours)
Live Chat: 9am – 5pm, Monday to Friday via the website
Address: 57–58 Brindley Road, Astmoor Industrial Estate, Runcorn, Cheshire, WA7 1PF
Returns hours: Monday – Friday, 9:30am – 2:30pm only
For related policies, please also see:
– Shipping & Delivery Policy: casamaria.co.uk/policies/shipping-policy
– Terms & Conditions: casamaria.co.uk/policies/terms-of-service
– Privacy Policy: casamaria.co.uk/policies/privacy-policy
Need help with a return?
support@casamaria.co.uk · Live Chat: Mon–Fri, 9am–5pm
Returns received Mon–Fri, 9:30am – 2:30pm only
57–58 Brindley Road, Astmoor Industrial Estate, Runcorn, Cheshire, WA7 1PF
MS Global Trading Ltd · Company No. 11463653 · VAT No. GB329512208