Returns and Refund Policy

Last Updated: [25/06/2026]

At Cassa Vida, we want you to be delighted with your purchase. If something isn't right, we're here to help.

Your Rights Under Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law (ACL). You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You may also be entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.

Nothing in this Returns & Refunds Policy limits or excludes any rights you may have under Australian Consumer Law.

Change of Mind Returns

We offer a 30-day change-of-mind return period on eligible products from the date of delivery.

To qualify for a change-of-mind return, items must:

Be returned within 30 days of delivery.
Be unused and in original condition.
Include all original packaging, accessories, manuals, and components.
Not be assembled, installed, altered, damaged, or modified.
Be approved by our customer service team before being returned.

Please note that change-of-mind returns are not automatically accepted and must be authorised by Cassa Vida prior to return.

Non-Returnable Items

The following products cannot be returned for change of mind:

Made-to-order or custom-made products.
Personalised or customised items.
Clearance, final sale, or discontinued products.
Gift cards or store credits.
Products specifically marked as non-returnable on the product page.
Products that have been assembled, installed, used, or altered after delivery.
Commercial furniture items
Rugs
Lighting

These exclusions do not affect your rights under Australian Consumer Law where applicable.

Return Costs & Fees

For approved change-of-mind returns:

Customers are responsible for all return shipping or collection costs.
Original delivery charges are non-refundable.
A $25 administration fee may be deducted from the refund amount to cover payment processing and administrative costs.

For large furniture items, return freight can be substantial. We recommend contacting our team before initiating a return so we can provide guidance on available options.

If you choose to receive store credit instead of a refund, Cassa Vida may, at its discretion, waive certain administration fees.

How to Request a Return

To request a return, please contact our customer service team before sending any item back.

Please include:

Your order number.
Your full name.
A brief description of the reason for return.
Photos of the item (where relevant).

Once approved, we will provide return instructions and the appropriate return address.

Returns sent without prior approval may be refused or delayed.

Damaged, Faulty or Incorrect Items

We take great care in preparing every order. If your item arrives damaged, faulty, defective, or incorrect, please contact us as soon as possible after delivery.

To assist with a faster resolution, please provide:

Your order number.
A description of the issue.
Clear photographs of the product, packaging, and any damage.

Depending on the circumstances and your rights under Australian Consumer Law, we may offer:

A replacement.
Repair.
Refund.
Store credit.
Replacement parts where appropriate.

Please do not dispose of damaged items or packaging until we have assessed your claim.

Missing Parts

If your product is missing parts or components, please contact us as soon as practical after delivery.

In most cases, we will arrange replacement parts to be supplied as quickly as possible.

Order Cancellations

Orders may be cancelled before they have entered supplier processing, warehouse preparation, or dispatch.

Once processing has commenced, cancellation requests may incur costs already charged by suppliers, warehouses, freight providers, or payment processors.

For made-to-order, customised, or special-order products, cancellations may not be possible once production or supplier processing has begun.

Refund Processing

Once a returned item has been received and inspected, we will notify you of the outcome.

Approved refunds are generally processed within 5 business days of inspection.

Refunds will be issued using the original payment method unless otherwise agreed.

Please note that your financial institution may require additional processing time before funds appear in your account.

Contact Us

If you have any questions about returns, refunds, cancellations, or warranty claims, please contact our team:

Email: support@cassavida.com.au

Our team is always happy to help and will work with you to find the best possible solution.

Disclaimer of Warranty

Certain products supplied through Cassa Vida may be serviced and supported by the manufacturer. This will be advertised and the product will be sold with the manufacturer’s warranty. We kindly ask you to contact the manufacturer or its local distributor first regarding any issues with the product. If the manufacturer is unable to comply, Cassa Vida will refund to you the purchase price of that product but will not otherwise be liable to the extent permitted by law.

Termination

We reserve the right to cancel, delay, refuse to ship, or recall from the shipper any order if fraud is suspected. In the event these Terms & Conditions or your membership or account are terminated the restrictions regarding intellectual property matters, the representations and warranties, indemnities, and limitations of liabilities set forth herein (as well as any other of your obligations which by their nature should survive termination) will survive termination.

Limitation of Liability

To the extent permitted by law, we exclude our liability for any loss or damage (including but not limited to indirect or consequential losses) arising out of your use of or purchase from our web site. To the extent permitted by law, our liability to you in relation to any product supplied to you is limited to the purchase price of the product.

Third Party Web Sites

This site may contain links to third party sites or references to other sites. Cassa Vida is not responsible for the condition or content of those sites as they are not under Cassa Vida control. You access those sites and/or use the site’s products and services solely at your own risk. The links are provided solely for your convenience and do not indicate, expressly or impliedly, an endorsement by Cassa Vida of the sites or the products or services provided on the site.

Cassa Vida does not permit any linkages to this site without prior permission.

Service and Complaints

The satisfaction of our members is close to our hearts. Therefore we endeavor to deal with your concerns as quickly as possible and always provide you with our feedback after receiving your input. For service inquiries, please contact our customer service department from my account page or email us at support@cassavida.com.au

Privacy

Please refer the Privacy Policy of cassavida.com.au

Force Majeure

Cassa Vida is not liable for any delays in performing its obligations caused by circumstances beyond our reasonable control. We will endeavour to perform our obligations as soon as possible within a reasonable extension of time.

Site Policies, Modification, and Severability

Please review our other policies, such as our return policy, posted on this site. These policies also govern your visit to cassavida.com.au ; We reserve the right to make changes to our site, policies, and these conditions at any time. If any of these conditions shall be deemed invalid, void, or for any reason unenforceable, that condition shall be deemed severable and shall not affect the validity and enforceability of any remaining condition. It is your responsibility to check these terms and conditions periodically for changes. Continued use of our site and orders of goods following the posting of changes will mean that you accept and agree to the changes.

Disclaimer

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