Right of cancellation (14 days)
Unless one of the following reasons listed below applies, you may cancel your order within (14) days from the day you or a third party appointed by you (other than the carrier) receive the products. You will not be required to indicate the reason for cancellation and you will not be penalized for cancellation when you decide to cancel your order within this period. To meet the deadline, simply let us know your decision before the 14 day cancellation period expires. You must inform us of your decision to cancel the order. Please follow our cancellation process below:
Cancellation of an unshipped order:
If your order is processing and has not been shipped, please contact us through our Support Center, via Live Chat or through the ticketing system, stating your intention to cancel your order and mentioning the order number. You can also download this form and submit it as an attachment via the ticket system. The reason for cancellation may be asked for internal purposes only (eg service review).
Canceling an order that has already been delivered or is in transit
You may submit your cancellation request in accordance with the instructions and forms available at our Support Center or using this form. To do so, you must first contact us to receive the Return Merchandise Authorization (ADM) number before sending any item back to us. Any item sent back to us without ADM number will not be refunded.
Exceptions to the right of cancellation
The right of cancellation does not apply:
- delivery of goods made to customer specifications or clearly customized;
- the delivery of goods that may deteriorate or expire rapidly;
- the delivery of products which are not returnable due to health protection or hygienic reasons if opened by the customer upon delivery, or which are inseparably mixed with other items after delivery.
- delivery of sealed audio or video recordings or sealed software if opened by the customer upon delivery.
7-Day Warranty on Damaged Products on Arrival (DA)
If your item is damaged upon arrival, please follow the warranty process within 7 days of delivery by contacting our Support Center to receive return shipping authorization. After you return the product to the address provided by our customer support team, we may send you a new product at no additional charge (we will refund you the return shipping costs), or you may choose to receive a refund. total. Enjoy a totally worry-free purchase: Every order placed is 100% risk free every time you shop at Casa de Praia.
- Customers are required to initially submit a clear photo or video of the damaged / defective item and shipping package before we consider issuing an ADM. Please use good lighting, and capture at the right distance so we can identify and verify the problem (s). Attachment size should be less than 10 MB when sent to Support Center, for larger attachments please email: firstname.lastname@example.org.
- After Beach House has received the returned product and confirmed that the product is defective, shipping costs will be refunded upon presentation of a valid return receipt. For example, if the return shipping costs are 5 euros, Casa de Praia will refund those 5 euros. However, if our technical team determines that the item was undamaged upon arrival, Casa de Praia will not contribute to the payment of return shipping. Requests for postage refunds without proof of a valid ADM return will not be accepted.
- Products must be returned by one of the shipping methods approved by Casa de Praia; Our Support Center will be able to provide more details.
30 Day Unconditional Refund Guarantee for unopened and unused items within 30 days
If, for any reason, you do not want your item within 30 days of receiving it, you can also contact us to return it for a refund. However, please note that in these cases the return shipping costs are the responsibility of the customer, ie they are not refundable. Items must, however, be returned in their original packaging, unused and unopened in order to be accepted for refund.
45-day money back guarantee
In the unlikely event that the Product is defective, you may send it back for a refund within 45 days of receipt. In this case, there is no refund of shipping costs.
30-Day Money Back Guarantee & Returns Process
Within 30 days of receipt of the item, if you are not satisfied with your order, please follow the warranty process and contact our Support Center to request ADM authorization stating:
- The order number;
- The code(s) of the product you want to return
- The reason for the return.
Our customer service will review your case and offer a return possibility. After we receive your return, the item will be replaced with another item or refunded.
- Defective items received damaged / broken or stained;
- Items received in wrong size / color;
- Unwashed, unused and unused items that did not meet your expectations within 30 days of receipt.
Items that can be returned / refunded or exchanged within 30 days of receipt must comply with the following criteria:
Items that cannot be returned
Returns will not be accepted under the following conditions:
- Items out of 30-day warranty period;
- Washed, worn or misused items
- Items in the following categories: Promotions, Swimwear, Bikinis and Jewelry. These items are not covered under warranty for hygiene reasons.
All returns must be confirmed by our Support Center via ticket. Items returned without ADM authorization will not be accepted.
In the apparel market we can notice small size differences between brands and manufacturers. It is important to check the size chart and product size conversion chart before ordering.
If we mistakenly submitted the wrong size, we will refund it in full or send you an item with an alternate size (if applicable).
If you choose the wrong size, Casa de Praia will offer you an exchange or refund, however please note that shipping costs to return items are the responsibility of the customer.
Return shipping costs
- Shipping costs to return items are the responsibility of the customer.
- Please consult your local post office to confirm the actual value of return shipping.
Notwithstanding any other provisions of this policy, including commercial warranties, in the event that the goods are not in conformity with the contract, the statutory warranty, as defined by law, will be fully enforced.
Disclaimers and Warranty Notes
- Natural product degradation through wear and tear, together with breakage / damage caused during use, is solely the responsibility of the customer and is not covered by our warranties.
- If the customer has damaged or misused the item (s), the product warranty will be voided immediately. No compensation is available in such cases. However, customers may contact us to purchase replacement or spare parts (if applicable). We will charge the original value of the components and a shipping fee to ship them.
Customer voids warranty if:
- Modify, remove, customize or exchange parts of the product;
- Use the product in a way that is not originally intended;
- Continue to use the item when a failure occurs and cause further damage.
- All returns must first be authorized by the Casa de Praia support team prior to return. Please refer to the following steps in “How to claim a warranty” below. For incomplete warranty claims, Casa de Praia reserves the right to refuse any compensation. If the customer returns the package without prior authorization (ADM form), sends it to the wrong address, returns an incorrect item or sends an empty order, Casa de Praia reserves the right to refuse any compensation.
- All returns will be inspected by our technical team upon arrival. If the returned item cannot be repaired, Casa de Praia will offer a workaround.
- The return shipping fee will be paid by the customer and is non-refundable except in cases where the 7 day DC product warranty applies;
- During return shipping, the customer is responsible for any and all applicable customs charges, duties or tariffs until the items arrive at our warehouse. In such cases, we will deduct customs duties from your authorized refund amount;
- The Casa de Praia, as a rule, resends the item to the customer without shipping. If the customer wants to use a faster shipping method, the shipping charges for that method will apply;
- In the event of any misuse, any and all repairs, accessories and shipping charges, in both directions, are the sole responsibility of the customer and will be at their own expense.
How to claim warranty (return, repair and refund)
If your item has a problem, first submit a ticket to our Support Center.
Please carefully follow our warranty process to minimize any delays:
- Describe the problem with your item in detail: what happened? When? Like? Please also provide the complete order number and product code (REF#);
- Let us know what procedures you have already done to try to resolve the issue;
- Provide the item code indicated on the outer packaging;
- Upload a clear photo or video showing the defect (s). These should be taken under good lighting.
NOTE: Photos / videos should ideally be bright and well-focused, taken under good lighting and at a suitable distance. This will allow us to identify and verify the problem (s). We will always do our best to help you. Thanks in advance for providing all of the information mentioned above when you contact us.
Missing item (s), wrong item (s) or wrong order shipped
Please be sure to open the package and carefully check the contents before accepting the order and signing it.
If there are any problems please follow our warranty process carefully to minimize any delay:
- Contact our Support Center with your order number and product code (REF #).
- Please send us a clear picture of the outer packaging, with all visible shipping labels and (if applicable) the item received.
- If an item is missing, we will resend that same item / accessory for free within the warranty period.
- If we shipped the wrong item: We will refund it in full or ship an alternate item (if applicable and available).
Casa de Praia will decide if you need to return the wrong product or not and refund the return shipping costs when we receive it.
Other special product warranties
- These warranties apply to: apparel, footwear, watches and jewelry, beverage items, household items, home furnishings, party accessories and home textiles.
Returns to the above mentioned categories can only be accepted within 30 days from the date you received the item. This warranty applies if the items arrived damaged, defective or the wrong item and are subject to exchange or credit to the store. Relevant goods must be returned unused and with all tags intact, along with a completed ADM form.
- All Casa de Praia products are rigorously checked for quality before being shipped.
Due to their nature and intended use, product categories including inflatables, balls and toys are subject to wear and tear due to repeated use. As such, our 45 Day Money Back Guarantee for the above product categories only covers 7 Day DC cases where the product does not work immediately. It is the customer’s responsibility to carefully inspect the product upon receipt.
- Return of spare parts and accessories are not accepted. If you received a defective accessory or an accessory is missing, please contact our Support Center within three days of receiving your order. After this period of time or if an accessory has been misused, customers will need to purchase a replacement.
- Any products won or redeemed as part of an activity or competition (for example, a giveaway) at Casa de Praia or any of our promotional channels are exempt from our Warranty and Returns Policy.
Return and Compensation Process
If you experience after sales issues, please contact our Support Center directly, where you will be offered a solution according to your case. They will confirm to you if you need to return the item and to which address you can return it.
The following section describes the processing time required to receive the returned item.
For exchanges, the processing time for the exchanged item will be between 3-6 business days after we receive your item, however, depending on the stock available.
For refunds, the processing time to proceed with the refund will be 3-6 business days after we receive the returned item. After that, the repayment time will depend on the payment method. Please see below for more details:
- Refunds from the Casa de Praia bank wallet will take up to 24 hours to process and display in your Casa de Praia account.
- PayPal refunds may take up to 48 hours to process and display in your account.
- Credit card refunds take 7 to 14 days to appear in your account. This delay is entirely up to your credit card company and any intermediaries.
For repairs, it will take 7 to 14 business days, depending on item and replacement parts stock from manufacturers.
Casa de Praia’s dedicated customer service agents will keep you up to date on the repair process through the ticket system.
Lifetime Technical Support
Reliable, useful and flexible, Casa de Praia offers basic technical support throughout the life of its products. Shop with confidence and enjoy the support you deserve.