At CASIVRA, we want you to feel confident in your purchase. Because many of our furniture pieces are large, carefully prepared, or made specifically for each order, please review the following Return, Refund, and Cancellation Policy carefully before placing an order.
1. Order Cancellation Policy
Standard Goods That Have Not Been Shipped
Orders may be canceled free of charge within 24 hours of placement.
A full refund will be issued to the original payment method for eligible cancellations made within this 24-hour period.
Cancellation requests submitted after 24 hours may not be approved if the order has already entered processing, preparation, procurement, production, packaging, or shipping.
If CASIVRA agrees to accept a cancellation after the 24-hour cancellation period but before shipment, a 5% processing fee may apply.
Custom or Made-to-Order Products
Once production, customization, material preparation, or procurement for a custom or made-to-order product has begun, the order cannot be canceled.
If an order has already shipped, cancellation is no longer possible. After delivery, the order will be subject to the return terms outlined in this policy.
2. Pre-Shipment Order Confirmation
Before shipment, CASIVRA may contact customers to confirm important order details, including where applicable:
Customers are responsible for carefully reviewing the order information before providing confirmation.
Once the customer confirms the order details and CASIVRA proceeds with final preparation or shipment, the confirmed product specifications will be considered accepted by the customer.
Because each order is reviewed and confirmed before shipment, CASIVRA does not offer exchanges for customer preference reasons, including requests to change the size, color, finish, material, style, or model after shipment.
If a customer wishes to purchase a different product after receiving the original order, the original product must first qualify for return under this policy, and a new order must be placed separately.
This restriction does not affect claims involving verified shipping damage, manufacturing defects, or an item that does not match the confirmed order specifications.
3. Return Eligibility After Delivery
Eligible return requests must be submitted within 30 days of delivery.
To qualify for return, all of the following conditions must be met:
-
The item is unused
-
The item has not been installed
-
The item has not been assembled
-
The item is undamaged
-
The item has not been modified
-
The item is returned in its original packaging, including the outer carton or crate where applicable
-
All accessories, hardware, components, and manuals are included
-
Proof of purchase, such as an order number or receipt, is provided
-
The return request has been approved in advance by CASIVRA
Returns sent without prior authorization may not be accepted.
CASIVRA reserves the right to refuse a return if the returned item does not meet the conditions stated in this policy.
4. Inspection Upon Delivery
Customers are responsible for inspecting the product, packaging, and overall condition within 48 hours of delivery.
We strongly recommend inspecting the shipment before discarding any packaging materials.
If visible damage, breakage, incorrect items, or shipping-related defects are discovered, please contact CASIVRA as soon as possible.
For the fastest processing of shipping claims, we recommend reporting visible shipping damage within 24 hours of delivery.
Claims submitted within 48 hours of delivery will remain eligible for normal review.
If damage is reported after the 48-hour inspection period, CASIVRA will still review the case and make reasonable efforts to assist based on:
-
Available photographs
-
Packaging condition
-
Carrier documentation
-
Delivery records
-
Product condition
-
Other relevant evidence
If replacement service is requested for damage reported after the inspection period, additional inspection, handling, repackaging, restocking, warehousing, or administrative charges may apply.
Such charges may total up to 10% of the original order value, depending on the circumstances.
5. Shipping Damage, Defects or Incorrect Items
If your order arrives damaged, defective, or different from the specifications confirmed before shipment, please contact CASIVRA promptly.
Please provide clear photographs showing:
-
The outer packaging
-
The shipping label
-
The entire product
-
The damaged or defective area
-
Any visible damage to the carton, crate, or protective packaging
Additional photographs or videos may be requested when necessary to evaluate the claim.
For verified shipping damage, manufacturing defects, or fulfillment errors, CASIVRA will provide an appropriate resolution.
Depending on the circumstances, this may include:
Where CASIVRA confirms that the issue is our responsibility, reasonable return or replacement shipping costs will be covered by CASIVRA.
Minor variations in natural materials are not automatically considered defects.
Natural materials such as marble, travertine, stone, solid wood, veneer, leather, metal, and other handcrafted materials may naturally vary in:
-
Color
-
Grain
-
Veining
-
Texture
-
Pattern
-
Tone
-
Surface character
These natural variations contribute to the individual character of the product and are not considered manufacturing defects unless the product is materially different from its description or confirmed specifications.
6. Customer Preference Returns
If a customer wishes to return an eligible product for personal preference reasons, including but not limited to:
the return request must be submitted within 30 days of delivery.
The product must satisfy all return eligibility requirements stated in this policy.
For customer-preference returns:
The 25% deduction helps cover costs including, but not limited to:
Oversized furniture may involve substantial return freight costs. Customers are encouraged to contact CASIVRA before arranging any return transportation.
7. No Exchange Policy
CASIVRA does not offer direct exchanges.
Because order details are confirmed with the customer before shipment, products cannot be exchanged after shipment solely because the customer wishes to change:
-
Product style
-
Size
-
Color
-
Finish
-
Material
-
Configuration
-
Model
If an eligible product is no longer wanted, the customer may request a return in accordance with this Return & Refund Policy.
After the return is completed, the customer may place a new order for the preferred product.
If CASIVRA shipped an incorrect product or the product materially differs from the confirmed order, this will be handled as a fulfillment issue rather than a customer-preference exchange.
8. Orders Not Delivered Within 90 Days
If a standard order has not been delivered within 90 days from the order date, customers may contact CASIVRA to request cancellation and a full refund, subject to verification of the shipment and delivery status.
Custom, made-to-order, oversized, or specially sourced products may require longer production and transportation periods.
If a custom or made-to-order product is delayed significantly beyond the originally estimated timeline, such as exceeding 120 days from the order date, CASIVRA will work with the customer in good faith to determine an appropriate resolution.
Depending on the circumstances, this may include:
Delays caused by circumstances outside CASIVRA's reasonable control, including customs inspections, port congestion, extreme weather, carrier disruptions, strikes, or other force majeure events, will be evaluated individually.
9. Return Shipping & Costs
All approved returns must be shipped to the return warehouse designated by CASIVRA.
Customers must not return products to the original shipping address or CASIVRA contact address unless specifically instructed to do so.
For customer-preference returns:
Customers are responsible for ensuring that returned products are properly packaged for transportation.
We strongly recommend retaining the original packaging until you are satisfied with the product.
If the original packaging has been discarded and specialized packaging or crating is required for safe return transportation, the customer may be responsible for those additional costs.
10. Delivery Failure, Refused Delivery & Incorrect Address
Customers are responsible for providing a complete and accurate delivery address and for being available to receive or coordinate delivery when required.
Additional shipping, storage, handling, redelivery, or return transportation costs caused by customer-related delivery failure may be deducted from any applicable refund.
Examples include:
-
Refusal of delivery
-
Incorrect delivery address
-
Incomplete delivery address
-
Failure to respond to the carrier
-
Failure to arrange a scheduled delivery
-
Failure to accept a scheduled delivery
-
Inability to access the delivery location
-
Undisclosed access restrictions
Refusing delivery does not automatically qualify an order for a full refund.
If a shipment is refused without prior authorization from CASIVRA, all resulting shipping, storage, return freight, and handling costs may be deducted from the refund.
11. Access, Measurements & Delivery Requirements
Before ordering, customers are responsible for confirming that the purchased item can safely pass through all required access points and fit within the intended space.
Customers should verify:
Product dimensions shown on the website generally refer to the product itself and do not include packaging.
Packaging may add approximately:
Actual packaging dimensions vary depending on the product and packing method.
If delivery cannot be completed because of:
CASIVRA cannot assume responsibility for resulting:
12. White-Glove Delivery
Where available, White-Glove Delivery may be purchased as an additional service.
White-Glove service fees are non-refundable once the delivery team has been dispatched or the service has been performed.
If White-Glove delivery cannot be completed because of:
the service may be considered rendered.
Where feasible, delivery may be converted to curbside or another available delivery method.
Additional redelivery, handling, storage, or special-access charges may apply.
White-Glove Delivery does not include modifications to the customer's property unless specifically stated in the purchased service.
13. Return Warehouse Assignment
Returns must not be sent to CASIVRA's public contact address or the original shipping address unless expressly authorized.
Once a return request has been approved, CASIVRA will assign an appropriate authorized return warehouse and provide return instructions.
The return location may vary depending on:
Unauthorized returns may be refused, delayed, or returned to the sender.
Always obtain written return authorization from CASIVRA before shipping an item back.
14. Refund Processing Timeline
Once an authorized returned item has been received, inspected, and approved in accordance with this policy, the applicable refund will be issued to the original payment method.
CASIVRA typically processes approved refunds within 7–14 business days following completion of the return inspection and refund approval.
Please note:
-
Banks and credit card issuers may require additional processing time
-
PayPal and other payment providers may have their own processing timelines
-
Actual posting times depend on the customer's financial institution
-
International transactions may require additional processing time
-
High-value transactions may require additional verification
-
Shipping claims may require carrier review before final resolution
Any applicable return shipping costs, restocking deductions, handling charges, or other authorized fees will be deducted before the refund is issued.
15. Non-Returnable Items
The following products are not eligible for return:
-
Custom products
-
Made-to-order products
-
Personalized products
-
Special-order products
-
Products modified according to customer requirements
-
Final sale products
-
Clearance products marked as non-returnable
-
Installed products
-
Assembled products
-
Used products
-
Customer-modified products
-
Products damaged because of improper use, installation, storage, or maintenance
-
Products returned outside the 30-day return period
-
Products that cannot be safely returned because required packaging has been discarded or substantially damaged, where safe transportation cannot reasonably be arranged
Custom or made-to-order products remain eligible for review when there is a verified manufacturing defect, shipping damage, fulfillment error, or other issue for which CASIVRA is responsible.
16. Refund Method
Approved refunds will normally be returned to the original payment method used for the purchase.
CASIVRA cannot normally redirect a refund to a different credit card, bank account, payment account, or individual.
If the original payment method is no longer available, please contact CASIVRA so that the situation can be reviewed.
Refund amounts will reflect any applicable deductions permitted under this policy.
17. Policy Abuse & Fraudulent Claims
CASIVRA reserves the right to investigate return, refund, damage, and delivery claims where fraud, misuse, manipulation, or policy abuse is reasonably suspected.
Examples may include:
-
False damage claims
-
Intentional product damage
-
Returning a different item
-
Missing components
-
Unauthorized chargebacks after an agreed resolution
-
Repeated misuse of return procedures
CASIVRA may request additional documentation where reasonably necessary to verify a claim.
Nothing in this section limits any rights customers may have under applicable consumer protection laws.
Contact Us
To start a return, report shipping damage, request an eligible cancellation, or ask questions about this policy, please contact CASIVRA.
Phone: +1 (812) 219-3240
Email: support@casivra.com
Physical Address:
1601 51st Ave
Greeley, CO 80634
United States
Please note that the physical address above is our contact address and is not automatically a return warehouse address.
Do not send a return to this address unless CASIVRA has specifically provided written authorization to do so.
All returns must first be approved by CASIVRA. Once approved, we will provide the appropriate return warehouse address and return instructions.
