Return & Refund Or Exchange
Return & Exchange
At thelacasa.com, we take great pride in the quality of our luxury home decor. To ensure a fair process for all our customers, we have established the following guidelines:
1. Eligibility for Return or Exchange
Returns or exchanges are only accepted in the following cases:
- Damaged Products: Items that arrived with structural or cosmetic defects.
- Incorrect Items: Receiving a product different from what was ordered.
2. The 5-Day Window
You must initiate your return or exchange request within 5 days of receiving your order. Requests made after this period will unfortunately not be eligible for processing.
3. Mandatory Video Proof (Open Box)
To protect your purchase and verify the condition of the item upon arrival, we require uninterrupted video proof of the unboxing process:
- The video must clearly show the shipping label on the package before opening.
- The video must be uninterrupted and unedited, showing the entire process from opening the box to inspecting the product.
- Any damage or defects must be clearly visible in the footage.
Note: Without a clear unboxing video, we will be unable to process claims for damages or missing items, as this serves as our primary proof for quality control.
4. Condition of Product
For an exchange or return to be successfully processed:
- The product must be in its original, unused condition.
- All original packaging, tags, and inserts (for pillows, duvets, or bedding) must be included.
5. How to Start a Claim
1
Record your unboxing video as soon as the package arrives.
2
Email our support team at info@thelacasa.com within 5 days.
3
Attach the video proof and your order number to the email.
Once our team reviews the footage and confirms the damage, we will arrange for a replacement or a refund according to your preference.