Refund policy
Order Cancellations
Orders may be cancelled within 24 hours of being placed. If you wish to cancel your order, please contact our support team as soon as possible at info@casanorex.com with your order number.
Cancellation requests are only guaranteed if the order has not yet entered the processing or shipping stage. Once an order has been processed or shipped, it can no longer be cancelled and will need to follow our standard return procedure.
30-Day Easy Returns
You have 30 days from the day you receive your order to return items.
All returns must be requested and approved by our team before shipping. Items sent back without approval may not be accepted.
To be eligible for a return, items must be:
- Unused and in original condition
- Returned with original packaging, tags, and accessories
- Refunds may be adjusted if items are returned used, damaged, or missing parts or accessories.
Restocking Fee: We do not charge any restocking fees.
Return Costs
Defective or Incorrect Products
There is no cost to the customer if the product is incorrect, damaged by the carrier, or defective in any way.
Customer Remorse (Change of Mind)
The customer is responsible for the actual return shipping cost if the wrong item was ordered, the item does not fit, or the item is no longer wanted. Return shipping costs vary by item size, weight, and destination, and may be significant for larger or heavier items; please confirm the cost with your carrier before shipping. Original shipping costs are non-refundable.
Return Instructions
Step 1: Contact Our Team
Email us at info@casanorex.com with:
- Your order number
- Reason for return
- Photos (if the item is damaged or defective)
Step 2: Prepare Your Package
Carefully place the item back into its original packaging along with all included materials.
Step 3: Ship the Item
Ship the Item. Once approved, you'll receive return instructions along with the full return address. Approved returns must be shipped back to the same location the order was originally shipped from. Return shipping costs vary by destination, so please review the address and confirm carrier rates before shipping. Returns must be shipped with tracking within 14 days of approval
Refund Timeline
Product Review
All returned items are reviewed upon arrival to ensure compliance with our return standards. Items that are returned incomplete, used, or damaged may receive a reduced refund or may not be accepted.
Refund Processing
Approved refunds are issued within 7 business days after inspection. Processing times may vary depending on your bank or payment provider. Refunds are issued to the original payment method used at checkout.
Order Not Delivered
If your order has not arrived within the expected delivery window, please contact us at info@casanorex.com with your order number. We will investigate the situation with the carrier. If the package is confirmed lost, we will issue a full refund to your original payment method or send a replacement at no additional cost to you.
Exchanges
Need a different size, color, or product? We're happy to help arrange an exchange. Contact our support team, and we'll assist you promptly.
Items Not Eligible for Return
Certain products may be non-returnable due to hygiene, safety, or customization reasons. These items will be clearly identified on their product pages.
Changes to This Policy
Casa Norex reserves the right to update this policy at any time without prior notice. Please review this page periodically for any changes. Orders are governed by the version of this policy in effect at the time of purchase.
Need Help?
For additional details, please check our FAQ section or reach out to our support team anytime.
Contact Information
Store Name: Casa Norex
Address: 811 S Central Expy Ste 300c, Richardson, TX 75080, USA
Email: info@casanorex.com
Phone: +1 (214) 217-6896
Customer Service Hours: Monday – Friday, 9:00 AM – 5:00 PM (CST)
Response Time: We aim to respond to all inquiries within 1–2 business days.