Refund policy

Returns & Refunds Policy – Australia

Overview

We want you to love your purchase from Casa La Vie.

If you’re not completely satisfied, you may be eligible for a return, exchange, or refund depending on the item and reason for return.

This policy applies to Australian customers and complies with the Australian Consumer Law (ACL).

Change of Mind Returns

We consider change of mind returns within 7 days of delivery, provided that:
  • The item is unused, unassembled, and returned in its original packaging, including all parts, manuals and tags.
  • The item is not classified as a Health and Safety Product.
  • You provide your order number or proof of purchase.
  • The item is not excluded (see Non-returnable items below).
  • The Product SKUs starting with V28, V40, V63, and V77, may have different change of mind policies, so we recommend you refer to their listings for specific information
This policy applies only to change of mind cancellations and returns. It does not limit, exclude, or affect any rights or remedies you may have under the Australian Consumer Law.
Approved change of mind cancellations and returns—whether your order has already been delivered or has not yet been dispatched or delivered—will be issued as a store credit only.
Refunds are not available for change of mind purchases.

Fees and Deductions

Approved change of mind returns may be subject to:
  • A 10% restocking fee; and
  • Return postage costs (where Casa La Vie provides the return shipping label).
If Casa La Vie provides the return shipping label, your store credit will be calculated as the purchase price of the returned item(s), less:
  • the original shipping fee;
  • the 10% restocking fee; and
  • the return postage costs.
If you arrange your own return shipping, your store credit will be calculated as the purchase price of the returned item(s), less:
  • the original shipping fee; and
  • the 10% restocking fee.
Original shipping charges are non-refundable.
Important: Items returned without prior approval will not be accepted.
Change of Mind Returns will be issued a store credit.
To start a return, contact us at hello@casalavie.com.au.

 

Faulty, Damaged, or Incorrect Items

Please inspect your order upon arrival and contact us immediately if the item is:

  • Faulty or defective

  • Damaged in transit, or

  • The wrong item

We’ll assess the issue and, if confirmed, arrange a repair, replacement, or refund in line with the Australian Consumer Law.

To help us process your claim quickly, please include:

  • Order ID

  • Photos or videos clearly showing the issue

  • A brief description of the problem

Do not dispose of the item or its packaging until your claim has been reviewed.

Supplier & Warranty Claims 

Most products are supplied by us include a 12-month warranty unless otherwise stated.
Certain products may have extended or limited warranties depending on the product type.

If a warranty claim is needed:

  1. Email us at hello@casalavie.com.au with your order number, description of the issue, and clear photos/videos.

  2. We’ll liaise with the supplier on your behalf.

  3. The supplier may request additional details or the return of the item for inspection.

Please do not open PayPal disputes — this can delay the resolution process.

Warranty claims do not cover:

  • Damage caused by misuse, neglect, or incorrect assembly

  • Damage occurring during delivery (if reported after acceptance)

  • Normal wear and tear

Non-Returnable & Excluded Items

The following items cannot be returned for change of mind:

  • Health and personal care products (e.g. beauty items, bedding, or hygiene products)

  • Perishable goods (e.g. food, plants, flowers)

  • Custom, made-to-order, or personalised items

  • Hazardous materials, flammable liquids, or gases

  • Gift cards and sale items

Some suppliers (SKUs starting with V28, V40, V63, V77) may have different policies. Refer to the product listing for details.

Refunds

Once your return is received and inspected, we’ll notify you of the approval or rejection of your refund.

If approved:

  • Refunds are issued to your original payment method.

  • Processing typically occurs within 10 business days of confirmation, though your bank or credit card provider may take additional time.

If more than 15 business days have passed since your refund approval, contact us at hello@casalavie.com.au.

Consumer Guarantees

Nothing in this policy limits your rights under the Australian Consumer Law.
You are entitled to a replacement or refund for a major failure, and compensation for any other reasonably foreseeable loss or damage.

How to Start a Return

Email hello@casalavie.com.au with:

  • Your order number

  • Item name and SKU (if available)

  • Reason for return (faulty, damaged, incorrect item, or change of mind)

  • Photos or videos showing the issue or packaging

We’ll guide you through the next steps and provide a return label or instructions if your request qualifies.

Casa La Vie
📧 hello@casalavie.com.au
🌐 www.casalavie.com.au