Returns & Refunds Policy

Casa Duniya exists to promote an elevated way of life through exceptional quality and authentic craftsmanship. We handpick the finest materials and designs, drawing inspiration only from the best artisans worldwide. That means you should never find an item that disappoints. Shop our exquisite handcrafted home decor with complete confidence knowing we're here to help if anything isn't perfect.

📋 Quick Overview

Return Window: 14 days from delivery
Condition Required: Original condition and packaging
Shipping: Customer pays return shipping via FedEx, SF Express, or Jumppoint (based on location)
Processing Time: 5 business days after we receive your return
Contact: dtc@casaduniya.com - Get answers within 24 hours

✅ Return Eligibility

Items That Can Be Returned

All handcrafted home decor items in pristine original condition
Items with original packaging and tags intact (if applicable)
Items returned within 14 days of delivery to your doorstep
Items that arrive damaged or defective (full refund at no cost to you)

Items That Cannot Be Returned

Personalized or custom-made items created specifically for you
Items damaged by customer use or mishandling
Items returned after the 14-day window has passed
Items without original packaging or missing components

Not sure if your item qualifies? Contact our expert team and we'll help you determine eligibility.

📦 How to Return Items - Simple 4-Step Process

Step 1: Contact Us Immediately

All requests for returns must be made via email at dtc@casaduniya.com not later than 14 days after our carrier delivers your order. Please include:

Your order number (found in your confirmation email)
Item(s) you wish to return with product names
Clear reason for return (helps us improve)
Photos of the item (makes the process seamless and faster)

Step 2: Wait for Our Confirmation Email

Kindly wait for our confirmation email before sending anything back. Our dedicated Hong Kong team will provide you with:

Return authorization number
Detailed return shipping instructions based on your location
Courier information (FedEx, SF Express, or Jumppoint)
Return address for our Hong Kong-based returns center

Step 3: Package Your Return Carefully

Once confirmed, please ensure your item is in its original condition and secure packaging:

Use original packaging when possible to prevent damage
Include all accessories, documentation, and tags
Secure packaging with protective materials for safe transit
Remove or cover any old shipping labels

Step 4: Ship via Our Trusted Couriers

All returns must be processed through our trusted courier partners for efficient processing:

Hong Kong Returns: SF Express for fast local processing
International Returns: FedEx Express or Jumppoint Standard based on your location
Use trackable shipping method for your protection
Keep your tracking number until refund is processed

Important: Casa Duniya does not cover return shipping costs. However, we're committed to making your return experience as smooth and hassle-free as possible.

Ready to shop again? Explore our bestselling artisan homeware loved by customers worldwide.

💰 Refund Process - Fast & Transparent

Processing Time

As soon as we receive your return at our Hong Kong returns center, we will begin the refund process immediately. Processing typically takes 5 business days or less from receipt.

Refund Method

Refunds issued to your original payment method automatically
Credit card refunds may take 3-5 additional business days to appear on your statement
PayPal refunds are typically instant once processed by our team
You'll receive email confirmation once your refund is issued

Refund Amount

Full purchase price of returned items (excluding original shipping costs)
Return shipping costs are not refunded
Any applicable taxes will be refunded in full
Store credit option available for faster processing (if preferred)

🔄 Exchanges - Easy & Flexible

We'd be happy to provide you with an exchange or store credit for a future purchase if you prefer. Exchanges offer a convenient way to get the perfect piece for your home. Exchanges are subject to:

Same return eligibility requirements as standard returns
Product availability at time of exchange request
Price differences (you pay any additional cost, or receive credit for lower-priced items)
Same 14-day return window from original delivery
Free exchange shipping for damaged or defective items

Want to exchange for something different? Browse our complete collection and let us know your preferred item.

📋 Damaged or Defective Items - We've Got You Covered

We take great care in packaging all our handcrafted items, but if something arrives damaged or isn't what you expected, we're here to make it right immediately.

What to Do

Email us at dtc@casaduniya.com within 48 hours of delivery
Include clear photos of the damage from multiple angles
Describe the issue in detail (helps us prevent future issues)
Keep all original packaging and materials

Our Guaranteed Response

We'll provide a prepaid return label at no cost to you
Full refund or free replacement - your choice
Expedited priority processing for damaged items
No questions asked - your satisfaction is our priority

Your peace of mind matters. All Casa Duniya orders include protection for damaged or defective items.

🌍 International Returns from Asia, Europe & USA

For our valued customers outside Hong Kong:

Same generous 14-day return window applies worldwide
Customer responsible for return shipping costs to Hong Kong
Must use reliable trackable shipping method (FedEx or Jumppoint recommended)
Customs duties/taxes on returns are customer's responsibility
Our team will provide specific return instructions for your country

Shipping from:

Singapore, Japan, South Korea, Malaysia, Thailand: 5-7 day return transit via FedEx
United States: 7-10 day return transit via FedEx or Jumppoint
United Kingdom & Europe: 5-8 day return transit via FedEx

Returns for Shop and Ship Customers (Middle East)

If you used Shop and Ship to receive your order in the Middle East, you can return items to our Hong Kong address using your Shop and Ship Hong Kong address for the return. Here's how:

Contact us at dtc@casaduniya.com within 14 days to initiate your return
Ship your return to your Shop and Ship Hong Kong address
Shop and Ship will forward the package to our Casa Duniya Hong Kong returns center
Important: You are responsible for all return shipping costs, including Shop and Ship forwarding fees
Please ensure items are securely packaged for the multi-leg journey

Note: Return processing will begin once we receive your item at our Hong Kong returns center. Please allow additional time for Shop and Ship forwarding.

🎨 About Our Handcrafted Products - Unique by Design

Casa Duniya products are lovingly handmade with meticulous attention to detail by talented artisans worldwide, which is why we do not guarantee a particular product's immediate or continued availability. Each piece is authentically unique, and slight variations in handcrafted items are completely normal and part of their artisan charm and character. These variations make your piece one-of-a-kind!

💡 Return Tips for Smooth Processing

Inspect immediately: Check your items upon delivery while packaging is fresh
Keep packaging: Save original boxes for potential returns
Document everything: Take photos if you notice any issues
Contact us early: Don't wait until day 14 - reach out as soon as you decide
Use tracking: Always ship returns with tracking for your protection

📞 Need Help with Your Return?

Questions about returns, refunds, or exchanges? Our dedicated Hong Kong-based customer service team is here to provide expert assistance:

Email: dtc@casaduniya.com - Response within 24 hours
Contact Form: Contact Us page for immediate support
Business Hours: Monday-Friday, 9:00 AM to 6:00 PM (Hong Kong Time)

For more helpful information, you can also check:

Frequently Asked Questions - Quick answers to common questions
Comprehensive Shipping Policy - Delivery times and courier information
Contact Us - Get personalized assistance
Terms & Conditions - Complete legal information

Shop with complete confidence - Casa Duniya is committed to your satisfaction and bringing the world's most beautiful handcrafted home decor to your space. Start shopping our curated collection today.