Refund policy

Returns & Quality Promise

At Casa M&O, we want you to truly love what you receive. Every item is made especially for you, and quality is something we stand by wholeheartedly.

Because our products are printed on demand, we handle returns a little differently but always with fairness and care.

Quality Issues, Damages & Print Errors

If your item arrives with a print error, visible quality issue, damage, or if you receive the wrong item, we’ll happily replace it or offer a refund.

To help us resolve this quickly, please email us at sinilancecreations@gmail.com within 15 days of receiving your order, including:

Include your name and order number
Clear photos of the item
Photos taken on a flat, well-lit surface

Once reviewed, we’ll arrange a replacement or refund as appropriate.

Made-to-Order Items & General Returns

All Casa M&O products are made to order. For this reason:

We do not accept returns for change of mind, preference, or general dissatisfaction
We do not accept returns for non-faulty items
Personalised or custom items cannot be returned unless faulty

This helps us reduce waste and ensures every piece is created with intention.

EU 14-Day Cooling-Off Period

If your order is shipped within the European Union, you have the legal right to cancel or return your order within 14 days of receiving it, without providing a reason.

Conditions:

Item must be unused and in original packaging
Proof of purchase is required
Return shipping costs may apply unless the item is faulty

Please contact us before returning any item so we can guide you through the process.

Refunds

Once we receive and inspect your return:

We’ll notify you of approval or rejection
Approved refunds are processed to your original payment method within 10 business days
Banks and card providers may take additional time to post the refund

If more than 15 business days have passed since approval, please contact us.

Return Shipping Costs

If the issue is due to fault, damage, or print error, Casa M&O covers return shipping
For eligible EU cooling-off returns, shipping costs may be the customer’s responsibility
Orders over £100 may qualify for free return shipping (case-by-case)