Refund policy

Order Cancellation

Once a purchase is finalized, products cannot be modified, nor can the order be cancelled. The right of withdrawal, which allows consumers to cancel distance selling contracts within 14 days of receiving the products without needing to provide a reason or incur additional costs, does not apply to goods made to measure or clearly personalized according to the customer's specifications.

For personalized products, the right of withdrawal cannot be exercised. However, for products without any personalization, it is possible to request cancellation or return within 14 days of receiving the order.

Customers wishing to exercise this right in relation to non-personalized products should go to the "Support Service" page on the website, providing the following information: name, address, telephone number, email address, order number, and a list of the products they wish to return.

After receiving the request, we will contact you to verify if the right of withdrawal applies to the specific case and the products in question. Instructions on the return process will also be provided. The choice of shipping method and carrier will be the responsibility of the customer, who assumes the risks associated with the return.

The refund will be made within a maximum of 30 days after receiving the returned products in perfect condition and in their original packaging. The refunded amount will correspond to the amount paid for the returned products, excluding initial delivery costs and return charges.

Returns

Casa & Living is committed to producing orders according to the specifications provided by the customer.

Please note that we cannot be held responsible for:

- Spelling, punctuation, or grammar errors made by the customer;

- Poor quality or low resolution of uploaded images;

- Design errors made by the customer during the product creation process;

- Incorrect choice of options, such as: finish, quantity or type of product, color;

- Defects in products caused by the customer after receiving them;

- Incorrect address provided by the customer.

We recommend that you carefully review your designs and correct any possible errors before placing your order.

Returns or refunds will only be considered in proven cases of product defects or damage. For the analysis to be carried out, the customer must report the problem via email to encomendas@homeandliving.com within a maximum of fourteen (14) days after receiving the product. The request must include:

- Photographs or video clearly showing the identified problem on the entire product;
- Photographs of the shipping box, where the carrier's label is visible;
- In the case of size discrepancies, a photograph with a ruler positioned next to the print or product for reference;
- Indication of the quantity or percentage of damaged products.

The company reserves the right, in case of reprinting or refund, to act exclusively on products proven to be affected by defects or damage, so the resolution can only be applied after receiving and analyzing the damaged product. The return of the product is the sole responsibility of the customer, who must return the product to the address that will be provided in response to the email sent describing the situation.

The refund, when applicable, will be made within a maximum of 30 days after confirmation of the problem.

If the product was purchased under promotional conditions, the return or refund policy may be different; it is necessary to consult the specific terms and conditions of the current campaign.

It is important to note that the ordered products are personalized and manufactured exclusively for the customer, which makes the return conditions more restrictive and limits the possibility of exchanges or refunds.