Returns & cancellations
Two different rights, two different conditions. Please read which one applies to you — they are not the same thing and the difference matters.
14-day cooling-off period — change of mind
If you bought something online from us, you have the right to cancel within 14 days of receiving it — no reason needed. This is a legal right under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, not a favour we offer.
You then have a further 14 days to send the goods back, and we must refund you within 14 days of receiving them back or of you giving us evidence that you have posted them.
We pay the return postage for UK orders — you do not need to pay to send an item back to us.
- Items must be unused, complete and in their original packaging.
- The 14 days start the day after delivery, not the day you ordered.
- If your item is faulty, the separate 30-day right below gives you more — use whichever is better for you.
- Refunds go back to the original payment method. Your bank may take a few days to show it.
30-day faulty-goods right — something is wrong
Under the Consumer Rights Act 2015, if an item is not as described, not fit for purpose, or not of satisfactory quality, you have 30 days from delivery to reject it and get a full refund. This applies regardless of the reason you bought it.
We pay the return postage in this case too. A faulty item is our problem to fix, so you should not be paying to send it back.
After 30 days you may still be entitled to a repair or replacement under the guarantee that came with the product — check the product page for its stated warranty.
How to return something
Tell us
Email info@casamonami.com with your order number and what you would like to do, or use the refund request form on the order in your account. A photo of any damage helps us process it faster.
We send you a label
For UK returns we email a prepaid label and a returns reference. You can also drop the parcel at any Royal Mail or Evri Parcelshop.
You send it back
Pack it in the original packaging if you can, put the returns reference inside, and hand it over. Please keep your proof of postage.
We refund you
Within 14 days of receiving the return, to the original payment method.
Cancellation form
The regulations ask for a standard form. You do not have to use this wording, but you may. If you would rather not print anything, email us the same details and that is equally acceptable.
Model cancellation form — completed by the customer
To: CasaMonami 7 Bedford Street London WC2N 5DU United Kingdom
I hereby give notice that I cancel my contract of sale of the following goods:
Name:
Signature: Date:
A few edge cases
- What if my item arrives damaged?
- Photograph it before unpacking further and email us within 14 days. We will collect it at our cost and replace or refund — your choice.
- Can I return part of an order?
- Yes. Return the items you no longer want; the rest ship as normal.
- Do you refund the original delivery cost?
- For a change-of-mind return, yes — we refund the standard outbound delivery. For an express upgrade, only if the item is faulty.
- What happens if the item is not in its original packaging?
- If it is unused and complete we will still accept it. If the packaging is missing we may offer a partial refund instead, and we will explain why.
- How long do refunds take to appear?
- We process within 14 days. Your bank then takes up to 5 further working days to display it.
This policy is in addition to your statutory rights and does not limit them. See our terms and conditions and delivery information. Questions: info@casamonami.com.