Refund policy

We want you to love what you ordered from Casorela. If something is not right, this policy explains your options. It does not affect your statutory rights.

Your 14-day right to cancel

Under the Consumer Contracts Regulations 2013 you can cancel your order within 14 days without giving any reason. The cancellation period ends 14 days after the day you receive the goods. If your order arrives in several parcels, the period starts on the day you receive the last one.

To cancel, send us a clear statement by email to contact@casorela.com with your order number. You may use the model cancellation form below, but you do not have to. It is enough to send your message before the cancellation period ends.

How to return an item

After we receive your cancellation message, we will reply with the return instructions. Please send the goods back without undue delay and no later than 14 days after telling us you want to cancel. You pay the direct cost of returning the goods, unless the item is faulty, damaged or not what you ordered.

Please return items unused, with all parts and, where possible, in the original packaging. You are only responsible for any loss in value caused by handling the goods more than was necessary to examine them.

Refunds

We will refund all payments received from you, including the standard delivery cost, without undue delay and no later than 14 days after we receive the goods back or you give us proof that you sent them, whichever is earlier. The refund goes back to the payment method you used, and there is no fee.

Faulty, damaged or wrong items

If your order arrives faulty or damaged, or you received the wrong item, email us at contact@casorela.com with your order number and photos of the item and the packaging. We will send a replacement or give you a full refund, at no cost to you.

Under the Consumer Rights Act 2015, goods must be as described, fit for purpose and of satisfactory quality. You have 30 days from delivery to reject faulty goods for a full refund, and after that you are still entitled to a repair or replacement.

Exceptions

The right to cancel does not apply to sealed goods that are not suitable for return for health protection or hygiene reasons once unsealed, or to goods made to your specifications or clearly personalised.

Model cancellation form

(Complete and return this form only if you wish to cancel the contract.)

To: Casorela (SURGE DIGITAL LTDA), email: contact@casorela.com
I/We (*) hereby give notice that I/We (*) cancel my/our (*) contract of sale of the following goods (*):
Ordered on (*) / received on (*):
Order number:
Name of consumer(s):
Address of consumer(s):
Signature of consumer(s) (only if this form is sent on paper):
Date:
(*) Delete as appropriate.