Refund policy

Return & Refund Policy

At LaCasaDellaFibra, your satisfaction is our top priority. If you are not completely satisfied with your purchase, you may return the item under the conditions outlined below.

Important: Different Policies for Different Products

Please note that our return policy differs depending on the type of product you have ordered:

Standard Products – General Return Policy

Return period: LaCasaDellaFibra accepts returns within 30 days of receiving your order.

Photo Required: Before returning any product, you must contact us and send a photo of the product in its packaging. This helps us process your return request efficiently.

Return Address: IMPORTANT: Do NOT send returns to the address on our website or packaging. The return address will be communicated to you by email after your return request has been approved. Please wait for our confirmation before sending any items back.

Return shipping costs: Return shipping costs are the responsibility of the customer. We recommend using a tracked shipping service to ensure your parcel reaches us safely.

Condition of items: Returned products must be:

• New and unused
• Undamaged
• In their original packaging with all tags intact
• Kept in the same packaging you received them in

Mural Orders – Custom Made Products

Proof of Receipt Required: Upon receiving your custom mural, you must send us a photo of the mural rolls showing the dimensions clearly visible in the image. This allows us to verify that you have received the correct size as ordered.

Quality Check: We will review the photo to ensure the mural matches your specifications and meets our quality standards.

Refund Conditions for Murals:

• If the dimensions are correct and the quality is good, we cannot offer a refund, as murals are custom-made to your specifications.
• If the dimensions are incorrect or there is a quality issue, we will send you a free replacement or issue a full refund, at your preference.

Please note: Custom murals cannot be returned simply due to a change of mind, as they are made specifically for you based on your provided measurements and design choices.

Exchanges

LaCasaDellaFibra does not currently offer direct exchanges.

If you would like a different design or colour, please return your original order and place a new order separately.

Refunds

Once your return has been received and approved, we will process the refund immediately. Refunds are issued to the same payment method used at checkout, within 7 business days after the return has been validated.

Please note: Depending on your bank or payment provider, it may take a few additional business days for the refund to appear in your account.

How to Initiate a Return

1. Contact us at support@lacasadellafibra.com within 30 days of receiving your order
2. Send a photo of the product and packaging
3. Wait for our confirmation and return address instructions
4. Ship the item back using a tracked service
5. We will process your refund once the return is received and inspected

Need Help?

If you have any questions about returns or refunds, you can contact us:

• Store name: LaCasaDellaFibra
• Email: support@lacasadellafibra.com
• Phone: +44 7888 862 975
• Customer service hours: Monday to Sunday: 9:00am – 5:00pm (UK time)

We usually reply to messages within 24 business hours.