Refund policy
Last updated: 08 May 2026
At Casivelle, we want you to feel confident in your purchase. If for any reason you are not satisfied, we offer a straightforward and transparent return process.
30-Day Easy Returns
You have 30 days from the date you receive your order to request a return.
To be eligible:
- The item must be unused and uninstalled
- It must be in its original condition
- It must be returned in the original packaging
- Proof of purchase is required
Due to the nature of lighting products, items that have been installed or modified cannot be returned unless they are faulty.
Return Costs
Defective, Damaged or Incorrect Items
If your item arrives damaged, defective, or incorrect, we will cover the return shipping costs and arrange a replacement or refund in accordance with Australian Consumer Law.
Please contact us as soon as possible after receiving your order so we can assist you promptly.
Change of Mind (Customer Remorse)
If you change your mind, ordered the wrong item, or no longer want the product:
- You are responsible for return shipping costs
- Original shipping costs are non-refundable
- Items must meet the return conditions above
We do not charge any restocking fees.
How to Start a Return
To initiate a return, please contact:
Include your order number and reason for return.
If your return is approved, we will provide detailed return instructions, including the appropriate return address, in your return authorisation email.
Items sent back without prior authorisation will not be accepted.
Refund Process
Once we receive and inspect your returned item:
- We will notify you of approval or rejection
- If approved, your refund will be processed within 7 business days
After we process the refund, it may take additional time for your bank or payment provider to reflect the funds in your account. Processing times vary depending on your financial institution and original payment method.
If more than 14 business days have passed since your refund was approved and you have not received it, please contact us at support@casivelle.com.
Exchanges
If you would like to exchange an item, the fastest way is:
- Request a return
- Place a new order once the return is approved
Our support team is happy to assist you with selecting an alternative product.
Non-Returnable Items
We cannot accept returns for:
- Items that have been installed or used
- Custom or special-order products
- Clearance or final sale items
- Gift cards
Some products may be marked as non-returnable in the product description.
Australian Consumer Law
Nothing in this policy excludes, restricts or modifies any rights you may have under the Australian Consumer Law.
Contact Information
Casivelle
Suite #1096
189 Queen St
Melbourne VIC 3000
Australia
Email: support@casivelle.com
Phone: +61 435 414 974
We aim to respond to all enquiries within 24 hours (Monday–Friday).