Returns & Refunds Policy

If something isn't right with your order, we're here to help.

Quick Overview

• Return Window: 14 days from delivery
• Condition Required: Original condition and packaging, tags attached
• Return Shipping: Customer pays return shipping via FedEx, SF Express, or Jumppoint (based on location)
• Processing Time: Within 5 business days of us receiving your return
• Contact: dtc@casaduniya.com

Return Eligibility

Can be returned

• Items in original condition, with original packaging and tags intact
• Returned within 14 days of delivery
• Items that arrive damaged or defective (see below — different process)

Cannot be returned

• Personalized or custom-made items
• Items damaged by customer use or mishandling
• Items returned after the 14-day window
• Items without original packaging or missing components

Not sure if your item qualifies? Contact us and we'll check.

How to Return an Item

1. Email us at dtc@casaduniya.com within 14 days of delivery, with your order number, the item(s) you're returning, the reason, and photos.
2. Wait for our confirmation email before sending anything back. We'll provide a return authorization number, shipping instructions for your location, and our Hong Kong returns center address.
3. Package the item in its original condition and packaging where possible, with all accessories, documentation, and tags included.
4. Ship it back using a trackable courier (SF Express for Hong Kong, FedEx or Jumppoint internationally). Keep your tracking number until the refund is processed.

Casa Duniya does not cover return shipping costs for standard returns.

Refund Process

Once we receive your return at our Hong Kong returns center, processing typically takes 5 business days or less.

• Refunds go to your original payment method
• Credit card refunds may take 3–5 additional business days to appear on your statement
• You'll receive an email once your refund is issued
• Refund covers the full purchase price of returned items, excluding original and return shipping costs; applicable taxes are refunded in full
• Store credit is available instead of a refund, if you'd prefer

Exchanges

We're happy to arrange an exchange or store credit instead of a refund. Exchanges are subject to:

• The same return eligibility requirements and 14-day window as standard returns
• Product availability at the time of the exchange request
• Any price difference — you pay the difference, or receive credit for a lower-priced item

Exchange shipping is free for items that arrived damaged or defective.

Damaged or Defective Items

If your order arrives damaged or defective:

1. Email dtc@casaduniya.com within 48 hours of delivery
2. Include clear photos of the damage from multiple angles
3. Describe the issue
4. Keep the original packaging and materials

We'll provide a prepaid return label at no cost to you, and offer a full refund or free replacement, your choice.

International Returns

For customers outside Hong Kong, the same 14-day return window applies. You're responsible for return shipping costs and any customs duties or taxes on the return. Use a trackable shipping method (FedEx or Jumppoint recommended). We'll provide specific return instructions for your country when you contact us.

Returns for Shop and Ship customers (Middle East)

• Contact us at dtc@casaduniya.com within 14 days to start your return
• Ship your return to your Shop and Ship Hong Kong address
• Shop and Ship forwards the package to our Hong Kong returns center
• You're responsible for all return shipping costs, including Shop and Ship forwarding fees

Return processing begins once we receive your item at our Hong Kong returns center — allow additional time for Shop and Ship forwarding.

About Our Handcrafted Products

Casa Duniya products are handmade by artisans, so we can't guarantee a particular product's continued availability, and slight variations between pieces are normal and part of the handmade character.

Need Help?

Email dtc@casaduniya.com or use our Contact Us page. Our team is available Monday–Friday, 9:00 AM to 6:00 PM (Hong Kong Time).

See also our FAQs, Shipping Policy, and Terms & Conditions.