Refund policy

This policy explains how to return an item, how long you have, who pays return postage, and how quickly refunds are issued. It applies to every order placed on amoracasa.com.

1. Return Window

You may request a return within 30 days of your order being delivered. The window is counted from the delivery date shown in your tracking, not the date the order was placed.

Requests made after 30 days cannot be accepted through this policy. If something has gone wrong with an item outside that window, contact us anyway — we would rather hear about it than not.

2. Condition of Returned Items

To qualify for a refund, an item must be:

• Unused and in the same condition in which you received it
• Free of damage, marks, scratches, odours and pet hair
• Complete, including any fittings, hardware, cords, cushion inserts or fixings supplied
• In its original packaging where that packaging forms part of the product's protection

You are welcome to unpack an item and look at it. Handling a piece to assess it is normal and does not affect your right to return it. Installing it, mounting it to a wall, or using it in a way that leaves marks does.

Items returned in a condition that does not meet the above may be refused, or refunded in part to reflect the loss in value. We will always contact you before making a partial refund rather than deciding it unilaterally.

3. Items That Cannot Be Returned

• Items marked as final sale at the time of purchase
• Custom, personalised or made-to-order pieces
• Gift cards
• Items returned without a prior return authorisation

If you are unsure whether an item qualifies, ask before you ship it back.

4. How to Start a Return

1. Email support@amoracasa.com with your order number and the item you wish to return.
2. Tell us briefly why it is coming back. This helps us improve what we stock; it does not

affect whether the return is accepted.

1. We will reply within 24 hours on business days with a return authorisation and the

return address.

Please wait for the authorisation before sending anything. Items received without one cannot be matched to an order and cannot be refunded.

5. Return Shipping Deadline

Once your return has been confirmed, the item must be postmarked within 14 days. Returns shipped after that deadline may be refused.

We recommend a tracked service. Until the parcel reaches us it remains your responsibility, and a tracking number is the only way to demonstrate that it was sent.

6. Who Pays Return Postage

You pay return postage for returns made because you changed your mind, ordered the wrong item, or simply did not want the piece once you saw it. Original shipping is not deducted from your refund, because shipping was free.

We pay return postage where the item is damaged, faulty, or not what you ordered. In those cases we send a prepaid label — you are never out of pocket for our mistake.

7. Damaged, Faulty or Incorrect Items

Report a damaged, faulty or incorrect item within 48 hours of delivery. Email us with:

• Your order number
• Photographs of the item showing the problem
• A photograph of the outer packaging, including any visible damage

We will arrange a replacement or a full refund, whichever you prefer, and cover all postage. For lower-value items we will often not ask for the piece back at all.

The 48-hour window applies to reporting transit damage and delivery errors. A fault that only becomes apparent later is still covered within the 30-day return window.

8. Refund Processing

Once your return arrives and passes inspection, your refund is issued within 5–7 business days. We will email you when it has been processed.

Refunds are returned to the original payment method. We cannot refund to a different card, account or person.

9. When the Money Appears

After we issue a refund, your bank or card provider takes a further 5–10 business days to post it to your account. This part is outside our control and varies by provider.

If more than 10 business days have passed since our confirmation email and you still cannot see the refund, contact your bank first, then contact us and we will provide the transaction reference.

10. Exchanges

We do not offer exchanges. If you want a different item, return the original for a refund and place a new order.

This is deliberate. Holding a piece while an exchange is arranged takes longer than processing a refund and letting you reorder immediately, and it risks the replacement selling out while your return is in transit.

11. Cancelling an Order

You can cancel an order at no cost if it has not yet been dispatched. Email us as soon as possible with your order number — orders are prepared within 1–2 business days, so the window is short.

Once an order has been dispatched it cannot be cancelled. Wait for it to arrive and then start a return under this policy.

12. Refusing Delivery

Please do not refuse delivery as a way of returning an order. Refused parcels take considerably longer to reach us and are harder to match to an order. Accept the delivery and request a return instead.

13. Changes to This Policy

We may update this policy from time to time. The date at the top of this page shows when it was last revised. The policy in effect on the date of your order is the one that applies to it.