Delivery

 

Retail Sales(Peninsula): Prices displayed include delivery (Peninsula only). Orders are usually processed within 48 hours of receipt of payment & dispatch of goods is undertaken using private third party courier usually on a 24 hour delivery service. Retail Sales (Balaeric Islands & other EU countries) additional fees may apply dependent upon weight & volume of product. Please for further clarification at info@casanatura.com

 

Wholesale sales (Pensinsula, Balearic Islands) 15€.  Wholesale sales Canary Islands 60€.  Wholesale sales EU countries 19.50€.  Orders are usually processed within 48 hours of receipt of payment & dispatch of goods is undertaken using third party courier.  Additional fees may apply dependent upon product chosen & weight & volume of product.  Please for further clarification at info@casanatura.com.

Returns & Refunds

 

We want you to be completely satisfied with your purchases and make sure that you have enough time to reflect on your new items.  

You may try the items to see whether the model meets your expectations. When we receive the return package we will reimburse the amount, using the original payment method, to your account.

Make sure you wrap the items with their original labels and in their original packaging.

You are liable for any diminished value of the product(s) meaning that all items are returned in the same condition they were in upon your receipt; the items should not have been damaged, soiled, washed, altered and any labels or tags should be intact. The items should be returned with labels attached, in original packaging.

Rules concerning Returning items

Under EU law you have the right to withdraw from the contract you have concluded with us within 14 calendar days after delivery of the products. It is important to us that you are happy with the products you have ordered.  You can let us know that you want to return the products by emailing us at info@casanatura.com within 14 calendar days after the product is delivered to you, without giving us any reason.  You can exercise your right of withdrawal by informing us that you want to return the products, by email to info@casanatura.com.  You can also inform us by another unequivocal statement. To meet the withdrawal deadline, it is sufficient that you send this statement to us before the withdrawal period ends.

You have an obligation to return the products to us without undue delay and no later than 14 days from the day on which you have communicated your decision to return the products to us. When you contact us regarding your decision to return, we can discuss various options for the return of the products.

If you want to return products, we ask that you do not use them in any other way than what is reasonably necessary to decide if you want to keep the products. This means that you are allowed to fit the items, but that you cannot wear or wash them. Note that if you do not comply with the foregoing and the value of the product diminishes as a consequence thereof, we can hold you liable for such diminished value. We also request that you return the products in the original packaging and with the labels attached, where possible.

If you inform us that you wish to return a product, we shall reimburse to you all payments received, including the delivery costs and in any event not later than 14 days from the day on which we are informed about your decision to exercise your right of withdrawal. We may withhold the reimbursement until we have received the products back. We will carry out your reimbursement using the same means of payment you used for your initial transaction.

Money Refund

When your return is received by our warehouse, we aim to process it within 2-3 business days. Depending on your original payment method, it will take 1-3 business days for the refund to reach your bank or credit card account.

Processing Time

From the moment you have returned your order it can take up to a week before we receive your order at our warehouse. We check every returned order. As soon as this check has been made, we will reimburse (a part of) your payment. It can take up to a week for you to receive your reimbursement depending on your payment method (bank transfer, credit card etc.).

Complaints

At Casa Natura Design, S.L. our main focus is offering quality products and customer service.

1. In case it does happen that the customer is dissatisfied with a Casa Natura Design, S.L. product or our services, we kindly ask the customer to contact Casa Natura Design, S.L. customer service as at their earliest convenience or complete the complaints sheet (Hoja de Quejas y Reclamaciones) so we can offer the most suitable and satisfying solution or alternative.

2. A complaint submitted to Casa Natura Design, S.L. will be answered within a maximum period of 14 days after receipt.

3. If a complaint requires a longer processing time, Casa Natura Design, S.L. will send a response within 14 days with a period indication so the customer will be informed on when a substantive answer can be expected.

4. Casa Natura Design, S.L. has an internal complaints committee that has as main objective to always solve any customer problems or complaints in consultation with the customer in the best possible way.

5. If the customer deems the solution or alternative offered by Casa Natura Design, S.L. as unsatisfactory, the case can be submitted to the European Commission Committee.

6. This must be done in writing within three months after the complaint was submitted to Casa Natura Design, S.L.