Refund Policy

At CasaNova, we are committed to providing high-quality electrical kitchen appliances and exceptional customer service. If you are eligible for a refund, we aim to process it as quickly and efficiently as possible.

Please read this Refund Policy carefully to understand how refunds are handled.

1. Refund Eligibility

You may be eligible for a refund if:

You return an eligible product within 14 working days of delivery in accordance with our Return Policy.
You receive a product that is faulty, damaged, or defective upon delivery.
You receive an incorrect item.
Your order cannot be fulfilled by CasaNova.

All returned products are subject to inspection before a refund is approved.

2. Change of Mind

If you decide that you no longer want your purchase, you may request a refund within 14 working days, provided that the product:

Has not been used.
Is in its original condition.
Is returned in its original packaging.
Includes all accessories, manuals, and supplied components.

Please note that the original shipping charges are non-refundable unless the return is due to an error on the part of CasaNova or a faulty product.

Customers may be responsible for the cost of returning products for change-of-mind requests.

3. Faulty or Damaged Products

If your appliance arrives damaged, defective, or develops a fault covered under applicable consumer protection laws, please contact us as soon as possible.

To assist us with your claim, please provide:

Your order number.
A detailed description of the issue.
Clear photographs or videos of the product and packaging.

Once your claim has been assessed, CasaNova may, where appropriate:

Repair the product.
Replace the product.
Offer a full or partial refund.
Provide another suitable remedy in accordance with applicable South African consumer protection laws.

4. Refund Processing

Once your returned item has been received and inspected, we will notify you of the outcome of your refund request.

If approved, your refund will be processed to your original payment method.

Please allow 5–10 business days for the refunded amount to reflect in your account, depending on your bank or payment provider.

5. Non-Refundable Items

Refunds will not be issued for:

Used appliances returned due to a change of mind.
Products damaged through misuse, negligence, improper installation, or accidental damage.
Products returned without their original packaging, accessories, or documentation where these are required for resale.
Returns received after the applicable return period, unless otherwise required by law.

6. Cancelled Orders

Orders may only be cancelled before they have been dispatched.

If an order has already been shipped, it will be treated as a return and the conditions outlined in our Return Policy will apply.

7. Delayed or Missing Refunds

If you have not received your approved refund:

Check your bank account or payment method.
Contact your bank or card issuer, as processing times may vary.
If you still have not received your refund after the expected processing period, please contact our customer support team.