Refund policy

At Caslova, every resin lamp is handcrafted to order in our workshop in USA. This policy explains how returns, replacements, and refunds work.

What we accept returns for

We accept claims for items that arrive damaged, defective, faulty, or not as ordered (for example, the wrong item was sent). We do not accept returns for change of mind, buyer’s remorse, or an incorrect option (such as size or color) chosen by the customer at checkout.

Because each lamp is hand-poured, slight natural variations in color, small bubbles, and wood grain are normal and are not considered defects.

Report window

Please report any damage or defect within 14 days of the delivery date. Requests made after 14 days may not be accepted.

How to start a claim

Our items ship from our workshop overseas, so in most cases you do not need to ship anything back. To start a claim:

  1. Email support@caslova.com within 14 days of delivery with your order number and clear photos or a short video showing the damage or defect, along with a photo of the outer packaging and shipping label.
  2. We will reply within 2 business days. If your claim is approved, we will arrange a replacement or a refund — whichever you prefer.
  3. Only if we specifically request the item back will a return be needed. In that case we will send a prepaid label or reimburse tracked return shipping. Please do not ship anything back before we confirm.

Replacements

For an approved damaged or defective item, you may choose a replacement instead of a refund. Just tell us in your email and we will craft and ship a new piece at no extra cost.

Refunds

Once your claim is approved, refunds are issued to your original payment method within 14 days, in the same currency you paid. Depending on your bank or card issuer, it may take additional time for the refund to appear on your statement.

Order cancellations

Because items are made to order, you may cancel for a full refund before your order enters production. Once crafting has begun, cancellation may no longer be possible.

Non-returnable items

  • Items returned for change of mind or buyer’s remorse
  • Custom or personalized lamps made to your specifications
  • Gift cards
  • Items marked “Final Sale”

Your statutory rights

This policy is offered in addition to, and does not affect, any rights you may have under the consumer laws of your country.

Caslova · Ships from USA · support@caslova.com