faction is our priority. Our Returns & Refunds Policy is designed to reassure you of our commitment to quality and service, while also respecting the need for a clear and fair process.

Video Call Confirmation

  • Prior to dispatch, we provide a video call to confirm the order details and product specifications with you. This process is intended to ensure that your order meets your expectations, reducing the likelihood of returns due to dissatisfaction.

Return Conditions

  • Returns for refunds or exchanges are only accepted if the item is defective or significantly not as described.
  • Items must be returned in the original condition, with all tags and packaging intact.
  • Customized or personalized items are not eligible for returns due to the bespoke nature of the product.

Initiating a Return

  • To initiate a return, please contact us within [number of days] days of delivery, with photographic evidence of the issue.
  • Once your return is received and inspected, we will notify you of the approval or rejection of your refund.
  • If approved, your refund will be processed, and a credit will automatically be applied to Cassa Imperia Wallet as Store Credits, within a 10 days.

Damages and Issues

  • Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and make it right.

Non-returnable Items

  • Certain types of items cannot be returned, like perishable goods, custom products (such as special orders or personalized items), and personal care goods (such as beauty products).

Refund Exceptions

  • We maintain a strict policy of no refunds if the product has been confirmed with the customer over a video call before dispatch.
  • Should there be an exceptional case where a return is justified, we reserve the right to issue a refund or provide store credit.


  • The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Shipping Costs for Returns

  • The customer will be responsible for paying for their own shipping costs for returning the item. Shipping costs are non-refundable.

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