Return Policy
At CASNELA, we want customers to have a clear and straightforward return experience.
This Return & Refund Policy applies to eligible purchases made through casnela.com.
Our collection includes glassware, tableware, and tabletop décor products designed for modern dining and home styling. Due to the delicate nature of some glass and decorative products, each return request is carefully reviewed to ensure a smooth and fair resolution.
1. 30-Day Return Window
Customers may request a return within 30 days after confirmed delivery of an eligible order.
Before returning any product, please contact our customer support team at:
Our team will review your request, confirm eligibility, and provide the applicable return instructions and return address.
Please do not send products back without contacting us first.
Returns sent without prior authorization or to an unauthorized address may experience delays or may not be processed.
2. Return Eligibility
Unless a product was received damaged, defective, incorrect, incomplete, or is otherwise eligible for a remedy under applicable law, returned products should generally be:
• Unused or in like-new condition
• Free from customer-caused damage
• Unaltered
• Returned with all original components
• Returned with included accessories
• Returned with product packaging where reasonably possible
• Returned with product inserts or care instructions where included
Proof of purchase, such as an order number or order confirmation, may be required.
Because many CASNELA products include fragile glass materials, decorative finishes, or delicate tabletop components, returned products should be packaged carefully to prevent damage during return transportation.
We may inspect returned products before approving a refund.
3. Opened or Used Products
Opening a product does not automatically make it ineligible for return.
However, where permitted by applicable law, preference-based returns of opened or used products may be subject to inspection.
Returned products should not show signs of:
• Excessive use
• Misuse
• Customer-caused scratches, cracks, chips, or breakage
• Unauthorized repair
• Modification
• Missing components or accessories
• Damage caused by improper cleaning, storage, handling, or use
For hygiene-related products or items intended for direct food contact, return eligibility may depend on whether the product has been used, subject to applicable law and any product-specific return conditions disclosed before purchase.
Where a product has experienced a material loss in value due to customer handling beyond what was reasonably necessary to inspect or evaluate it, an appropriate deduction may apply where permitted by law.
4. Non-Returnable Items
Where permitted by applicable law, certain products may not be eligible for preference-based returns, including:
• Personalized or customized products
• Gift cards
• Products clearly marked as final sale
• Products used in a manner that prevents resale
• Products damaged through misuse or improper handling
• Products modified or repaired without authorization
• Products missing significant components because of customer handling
• Other products expressly identified as non-returnable before purchase
Any product-specific exclusions will be stated on the applicable product page or communicated before the return is approved.
Nothing in this section limits statutory consumer rights that cannot legally be excluded.
5. Damaged, Defective, Incorrect, or Incomplete Orders
Please inspect your CASNELA order promptly after delivery.
This is particularly important for delicate products such as:
• Glass cups and drinkware
• Plates and serving pieces
• Decorative glass items
• Tabletop accessories
• Fragile dining products
• Other delicate home décor pieces
If your order arrives:
• Broken
• Cracked
• Chipped
• Scratched
• Damaged
• Defective
• Incorrect
• Missing accessories
• Missing components
• Incomplete
please contact us as soon as reasonably possible.
To help us review the issue, please provide:
• Your order number
• Product name
• Clear photographs of the product
• Photographs of the inner protective packaging
• Photographs of the outer shipping package
• A photograph of the shipping label where available
• A short video demonstrating the issue where relevant
After reviewing the information, we will provide the appropriate next steps based on the circumstances, our applicable policies, and applicable consumer law.
6. Basic Product Checks Before Return
For certain product-related issues, our customer support team may first provide reasonable product checks or guidance before approving a return.
For CASNELA products, these checks may include:
• Confirming whether the product has been installed, assembled, or used correctly where applicable
• Reviewing product care instructions
• Checking whether damage occurred during transportation
• Confirming the condition of packaging and protective materials
• Reviewing photographs or videos provided by the customer
For glassware, tableware, and decorative tabletop products, we may request additional photos or information to better understand the nature of the issue.
You are not required to continue using any product that appears damaged, broken, or otherwise unsuitable for continued use.
7. Return Shipping Costs
For preference-based returns, including:
• Change of mind
• Incorrect product selection by the customer
• No longer wanting the product
• Product not matching personal preferences
• Other reasons not caused by an error on our part
customers are generally responsible for return shipping costs where permitted by applicable law.
If CASNELA confirms that a product was:
• Damaged during delivery
• Defective
• Incorrectly supplied
• Incomplete
• Otherwise eligible for seller-paid return costs under applicable law
we will provide the appropriate return or resolution instructions.
Please do not independently purchase expensive international return shipping before receiving instructions from our customer support team.
8. Original Shipping Charges
Original shipping charges are generally non-refundable for preference-based returns unless:
• Otherwise expressly stated by CASNELA
• The return results from an error on our part
• The product was defective, damaged, or incorrectly supplied
• Applicable law requires reimbursement
9. Return Address
Return addresses may vary depending on:
• Product type
• Fulfillment location
• Customer destination
• Warehouse location
• Logistics arrangements
• Nature of the return
For this reason, please do not return products to our registered corporate address unless our customer support team specifically instructs you to do so.
The correct return address will be provided after your return request has been reviewed and approved.
10. Return Packaging
CASNELA products may include fragile glass materials, decorative finishes, tabletop components, and other delicate items.
Customers should package returned products carefully to reduce the risk of damage during return transportation.
Where reasonably possible, please include:
• The main product
• Included accessories
• Product packaging
• Protective materials
• Product inserts or instructions
• Any additional components originally included with the order
Fragile products should be securely protected against movement, impact, cracking, or damage inside the package.
Customers are responsible for ensuring preference-based returns are adequately packaged for shipping.
11. Missing Accessories or Components
Where permitted by applicable law, a refund may be reduced if returned products are missing components originally supplied with the order.
Examples may include:
• Product accessories
• Serving components
• Decorative elements
• Protective packaging
• Product inserts
• Instruction materials
• Other components supplied with the product
Any deduction will be based on the circumstances of the return and applicable law.
12. Return Inspection
Once a returned product is received, we may inspect it to confirm:
• Product identity
• Return eligibility
• Product condition
• Reason for return
• Included accessories
• Included components
• Condition of glass surfaces, finishes, and decorative details
Approval of a return request does not necessarily mean a refund has been approved before the returned product has been received and inspected.
13. Refunds
If a return is approved after inspection, the refund will generally be issued to the original payment method.
Once CASNELA issues the refund, your bank, card issuer, or payment provider may require additional processing time before the funds appear in your account.
Processing times vary and are controlled by the relevant financial institution or payment provider.
14. Refund Deductions
Where permitted by applicable law, an appropriate deduction may be made for material loss in value resulting from:
• Missing accessories
• Missing components
• Excessive use
• Customer-caused scratches, cracks, stains, or breakage
• Unauthorized modification
• Unauthorized repair
• Improper cleaning
• Improper handling
• Damage caused after delivery
Any deduction will be assessed based on the individual circumstances of the return.
15. Exchanges
Exchange availability depends on current product availability and inventory.
Because CASNELA products may be offered in different:
• Colors
• Sizes
• Shapes
• Finishes
• Styles
• Product variations
the preferred replacement may not always be available.
Where direct exchanges are unavailable, the most efficient option may be:
-
Request a return for the eligible original product.
-
Complete the approved return process.
-
Place a new order for the preferred product.
Please contact customer support before returning a product for exchange.
16. Order Cancellations
If you wish to cancel an order, please contact us as soon as possible after placing it.
Email: service@casnela.com
We will make reasonable efforts to assist before fulfillment begins.
However, we cannot guarantee cancellation once the order has entered:
• Processing
• Picking or packing
• Protective packaging
• Fulfillment
• Shipping preparation
• Dispatch
If the order has already shipped, you may need to follow the applicable return procedure after delivery.
17. Refunds for Canceled Orders
If we successfully cancel an order after payment has already been processed, an appropriate refund will be issued to the original payment method or another method permitted by the applicable payment provider.
Your financial institution may require additional processing time before the refund appears in your account.
Processing times are controlled by the relevant payment provider or financial institution.
18. Refused or Unclaimed Deliveries
Refusing delivery does not automatically qualify an order for a full refund.
If a package is refused, unclaimed, or returned to the sender, please contact us so we can review:
• Shipment status
• Carrier charges
• Product condition
• Condition of returned items
• Return eligibility
• Other relevant circumstances
Where permitted by applicable law, reasonable shipping or return costs may be deducted from a preference-based refund if such costs resulted from refusal or failure to accept an otherwise valid delivery.
19. International Returns
International returns may involve additional:
• Shipping costs
• Customs procedures
• Carrier requirements
• Documentation
• Transit time
Fragile glassware and tabletop décor products may require additional protective packaging for international return transportation.
Please contact us before sending any international return.
We are not responsible for unnecessary customs charges or shipping expenses incurred because a return was sent without following the provided instructions, except where responsibility cannot lawfully be excluded.
20. Consumer Rights
This Return & Refund Policy supplements and does not replace consumer rights provided by applicable law.
Depending on your country, state, province, or region, you may have additional statutory rights relating to:
• Defective products
• Product conformity
• Damaged products
• Repairs
• Replacements
• Returns
• Refunds
• Cancellation or withdrawal rights
Nothing in this policy is intended to waive or restrict rights that cannot legally be excluded.
Where mandatory consumer protection laws provide greater rights than this policy, those legal rights will continue to apply.
21. Contact Us
If you have questions regarding a return, refund, exchange, damaged product, defective product, or cancellation, please contact us:
Brand: CASNELA
Website: casnela.com
Legal Entity:
Hainan Jintu Technology Co., Ltd.
Company Type:
Limited Liability Company (Natural Person Investment or Holding)
Registered Address:
19B, 19/F, Longteng Pavilion, No.24 Fengxiang Subdistrict Office, Qiongshan District, Haikou City, Hainan Province, China
Unified Social Credit Code:
91460000MAEEDUEFXM
Customer Support Email:
service@casnela.com
Phone:
+86 19907795717
For order-related inquiries, please include your order number and the email address used at checkout.
For damaged glassware, tableware, decorative pieces, or other fragile products, please also include clear photographs of the product and packaging.
Please do not send complete credit card information, CVV/security codes, or account passwords by email.
casnela.com is operated by Hainan Jintu Technology Co., Ltd.
The company is responsible for the operation of the online store, customer service, order coordination, and related e-commerce activities.
CASNELA — Refined Tabletop Essentials for Modern Living.
CASNELA creates thoughtfully designed glassware, tableware, and tabletop décor that bring elegance, functionality, and timeless style into everyday spaces.
From carefully selected dining essentials to decorative accents, our collections are designed to enhance meaningful moments, elevate home aesthetics, and create a more refined living experience.