Returns & Refunds

Right of withdrawal and period

Consumers have a 14-day right of withdrawal for eligible distance purchases. The period begins on the day you, or a person named by you, receive the goods.

To withdraw, a clear statement by email to support@casalya.ch quoting your order number is sufficient. Please then return the goods without undue delay to the return address we provide.

Goods made to your specification or clearly personalised — for example individually sized or engraved pieces — are excluded from the right of withdrawal, as are other statutory exceptions.

Return shipping costs

For an ordinary change-of-mind withdrawal you bear the direct cost of returning the goods, where legally permissible.

Where goods are damaged, incorrect or otherwise non-conforming, CASALYA covers the return or remedy costs in line with applicable mandatory law. Such cases are not treated as ordinary change-of-mind returns.

Condition of returned pieces

You may examine the piece as you would in a shop. Where a loss in value results from handling beyond that, you may be responsible for it to the extent permitted by law.

• Please return the piece carefully protected and in good condition.
• Where reasonably possible with the case and any enclosed documents.
• Securely packed so the piece is protected in transit.

Procedure and refund

Write to support@casalya.ch with your order number and request. We confirm the return and provide the return address and next steps.

Refunds are generally made using the original payment method unless otherwise agreed, within the periods provided by applicable law. Store credit is only used if you expressly request it.

Damaged or incorrect deliveries

Please report damaged or incorrect deliveries promptly with photographs to support@casalya.ch. We will clarify the case and find a solution — replacement or refund.