Warranty & Guarantee
Our Commitment to Quality
At CASNELA, we are committed to providing products that meet our quality and presentation standards.
Each product is carefully selected, inspected, and securely packaged before shipment. If your item arrives damaged, defective, or develops a qualifying manufacturing issue within the warranty period, our customer service team will work with you to provide an appropriate solution.
Our goal is to ensure that every CASNELA product brings lasting beauty, functionality, and enjoyment to your dining and living spaces.
90-Day Limited Warranty
Most products purchased from our store are covered by a 90-day limited warranty, beginning on the date your order is delivered.
This warranty applies to eligible manufacturing defects or functional issues that occur during normal intended use.
Depending on the circumstances, we may offer:
• A replacement product
• A replacement part or component, when available
• Store credit
• A refund, where appropriate
The specific solution will depend on the nature of the issue, product availability, and the circumstances of the claim.
What Is Covered
Our limited warranty may cover issues such as:
Manufacturing Defects
Defects in materials or workmanship that affect the normal use, structure, or quality of the product.
Glassware or Tableware Structural Issues
For eligible glassware, tableware, and tabletop products, unexpected structural issues occurring during normal intended use, including qualifying manufacturing-related defects.
Product Construction Defects
Problems related to product construction, materials, or craftsmanship that are not caused by accidental damage, misuse, excessive force, or improper handling.
Products Damaged on Arrival
Items that arrive:
• Broken
• Cracked
• Chipped
• Damaged
• Unusable due to shipping or handling issues
may qualify for review under this warranty.
What Is Not Covered
The warranty does not cover damage or issues caused by:
• Accidental drops, impacts, cracks, chips, or breakage
• Improper handling or storage
• Misuse or use outside the product's intended purpose
• Exposure to extreme temperatures or unsuitable environments
• Sudden temperature changes that cause glass damage
• Normal wear and tear
• Cosmetic changes caused by regular use
• Unauthorized repairs, modifications, or alterations
• Damage caused by improper cleaning or maintenance
• Loss or theft
• Damage occurring after the applicable warranty period
Minor variations in:
color, finish, texture, shape, transparency, surface details, handcrafted characteristics, or decorative elements
are generally not considered defects when they do not affect normal product use.
Damaged or Defective Items
If your order arrives damaged, defective, or with missing components, please contact us as soon as possible after delivery.
To help us review your request quickly, please provide:
• Your order number
• Your full name and email address
• A brief description of the issue
• Clear photos or a short video showing the problem
• Photos of the packaging if the item was damaged during shipping
Please keep the original product and packaging until our customer service team has reviewed your request.
How to Make a Warranty Claim
To submit a warranty claim, contact our customer service team through the contact information listed on our website.
Please include:
• Your order number
• Product name
• Description of the issue
• Supporting photos or videos
Our team will normally review your request and respond within 24–48 hours.
Additional information may be requested if necessary to confirm the issue.
Replacement Products
If a replacement is approved, we will make reasonable efforts to provide the same product.
If the original product is unavailable, we may offer:
• A comparable replacement
• Store credit
• Another appropriate solution
Replacement availability may vary depending on inventory.
Refunds
Warranty approval does not automatically guarantee a cash refund.
Refund eligibility is determined according to the nature of the issue and our applicable Return and Refund Policy.
When a refund is approved, it will normally be issued to the original payment method.
Processing times may vary depending on your bank or payment provider.
Returns and Warranty Are Different
Our Return Policy applies when you wish to return an eligible purchase within the applicable return period.
Our Limited Warranty applies to qualifying manufacturing defects and product-related issues.
Please review our Return Policy for complete information regarding returns, refunds, and eligibility requirements.
Shipping Damage
If your package appears damaged when delivered, we recommend taking photos of the package before opening it.
If the product inside is damaged, please contact our customer service team and provide photographs of:
• The outer packaging
• The shipping label
• The damaged product
• Any damaged internal packaging
This helps us review your request more efficiently.
Product Care
To help maintain the quality and appearance of your CASNELA products:
• Follow all included care instructions
• Use products only for their intended purpose
• Handle glassware and decorative pieces carefully
• Avoid sudden temperature changes
• Avoid unnecessary exposure to extreme heat or harsh chemicals
• Clean products using suitable materials and methods
• Avoid excessive impact, pressure, or rough handling
• Store delicate items safely when not in use
Improper use, cleaning, or maintenance may affect warranty eligibility.
Consumer Rights
This limited warranty is provided in addition to any rights you may have under applicable consumer protection laws.
Nothing in this policy is intended to exclude or restrict any rights that cannot legally be excluded or restricted.
Contact Us
If you have questions about a product, warranty coverage, or an existing claim, please contact our customer service team.
Brand: CASNELA
Customer Support Email:
service@casnela.com
Phone:
+86 19907795717
Website:
casnela.com
Legal Entity:
Hainan Jintu Technology Co., Ltd.
Unified Social Credit Code:
91460000MAEEDUEFXM
Registered Address:
19B, 19/F, Longteng Pavilion, No.24 Fengxiang Subdistrict Office, Qiongshan District, Haikou City, Hainan Province, China
We aim to respond to customer enquiries within 24–48 hours.
CASNELA — Refined Tabletop Essentials for Modern Living.
CASNELA creates thoughtfully designed glassware, tableware, and tabletop décor that combine elegance, functionality, and timeless aesthetics.
Each collection is designed to enhance everyday dining moments and bring refined beauty into modern homes.