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Below are the detailed instructions on how to process a return or exchange. The policy begins from the date of purchase. Please see whether either of these pertain to you and if the item(s) are covered by our 90-Day Return Policy.

Cancellation

We accept order cancellation before the product is shipped or produced. If the order is canceled you will receive a full refund. We cannot cancel the order if the product is already shipped out.

90-Day FULL COVERAGE Return/Exchange Policy

(Casaivy is responsible for return postage fees, and replacement fees)

• You received the wrong order or product(s)
• You received any broken items, or the quality of the products you received is poor/defective. Paint is chipping, Crystals fall off, etc. (We will only exchange the item(s) for the same product, or for item(s) of equal or lesser value.)

90-Day LIMITED COVERAGE Return/Exchange Policy

(Customers are responsible for return shipping and replacement cost)

• You selected the wrong product(s) or size.
• Personal reasons such as change of mind, change of personal taste, or you do not see the detailed description, etc.

Note: We do not accept return for customized/engraved items if no quality issues.

Not Covered by 90-Day Return/Exchange Policy

• The product is damaged by long-term exposure to corrosive liquids or chemicals, such as bathing, swimming, seawater, hot springs, etc.
• The product is damaged due to incorrect use or incorrect maintenance.
• Silver pieces are given detail by oxidation, over time, they may appear black. To remove this, please clean with the silver polishing cloth to return it to its original look.
• Any orders received after 90 days from the delivered date.

Return & Exchange Service Procedure

1. To request a return, please contact our customer service. One of our representatives will contact you via email and provide instructions within three working days. If it is a quality-related problem, please provide order # and attach a clear photo of the item representing the problem.
2. After the customer receives the response to the processing result, the return time is within 15 days from the date of delivery. Returned items should be kept in their original condition when received. (Including promotional gifts)
3. Please make sure you provide us the tracking# and receipt.
4. When you need to exchange a product, after we receive the returned goods, if the confirmation is correct, we will re-deliver the goods and update the tracking number within three working days.

After-sales Contact Information

Email: info@casaivy.com

If the return is caused by the consumer, consumer should be responsible for the shipping fee. The specific fee should be based on the express company you choose.

If due to our reasons, the goods received are damaged or not correct, the consumer is not required to bear the shipping fee.

Note: Please contact the merchant first for any return application. Any return or exchange without prior application will not be accepted.

Refunds (if applicable)

Once your return is received and inspected, we will email you a notification of receipt within 2 working days. We will also notify you of the approval or rejection of your refund. If approved, your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 7 working days.

Late or Missing Refunds (if applicable)

1. If you haven’t received a refund after 7 working days, please check your bank account again first.
2. Then contact your credit card company, it may take some time before your refund is officially posted.
3. Next contact your bank. There is often some processing time before a refund is posted.
4. If you’ve done all of this and you still have not received your refund, please contact us.

If you require any assistance, please email us at info@casaivy.com.