Refund policy

Any damage claims must be reported within 48 hours of receiving the purchased items.

Please report any damages to info@casasuarez.com. Once contacted, our team will provide an official damage claim form, which must be completed within 48 hours.

If any damage is visible on the external packaging, the customer must note this on the bill of lading or shipping receipt by indicating: “Damaged upon receipt/inspection.”

If damage is suspected:

• Please take clear photos of the packaging before opening
• Take additional photos of the product after opening

Claims submitted without clear photographic evidence will not be processed. Photos must include:

• A clear view of the item
• A clear view of the shipping label
• A clear view of the damage
• If applicable, a clear view of the packaging

Natural Materials Disclaimer

Please note that our furniture is made from natural materials, including wood and stone. Variations in grain, color, texture, and minor imperfections are inherent characteristics of these materials and contribute to the uniqueness of each piece. These are not considered defects or damages.

Returns, Replacements & Reimbursements

If a damage claim is approved:

• The client is responsible for returning the item to Casa Suárez
• The client may choose between:
  • A replacement item
  • Store credit
  • A reimbursement equal to the value of the product

If a reimbursement is selected, it will be issued within 1–3 business days after the returned item has been received and inspected.

Casa Suárez will not accept returns that have not been previously approved. Approved exceptions may be subject to a 25% restocking fee.

Final Sale Items

Final sale items are non-refundable.

If a return is exceptionally authorized due to damage or another approved circumstance, the client will be offered:

• A replacement item, or
• Store credit equal to the value of the item

Refused Orders

Any refused orders will be subject to a 25% restocking fee.