Returns and Refunds Policy

At CASA BELLA BOUTIQUE, our goal is to offer quality products and a transparent shopping experience. This policy establishes the conditions applicable to returns and refunds made through our store.

1. Legal Period and Return Conditions (Right of Withdrawal)

In accordance with European Union consumer protection legislation, you have 14 consecutive days from the date of receipt of your order to notify us of your intention to return an item.

Prior Notification: Your intention to return an item must be communicated by email to info@boutiquecasabella.com or through our online contact form before shipping the items. Returns that have not been authorised in advance will be refused.

Physical Return Period: After notifying us and receiving the return instructions, the customer has a strict period of 14 consecutive days to ship the item to the authorised address of our warehouse in Portugal.

2. Strict Conditions for Returned Items

For a return to be accepted for a refund or store credit, the item must be returned in exactly the same condition in which it was delivered.

Returned items must meet the following criteria:

New Condition: No signs of use, wear, perfume, odours (such as tobacco or detergents), makeup stains or handling beyond what is necessary to try on the item for size or fit.

Not Washed or Altered: Items that have been washed, sewn, cut or modified in any way will not be accepted.

Original Tags and Packaging: All original tags must remain attached and intact, together with the original packaging, protective bags, extra buttons and accessories.

Secure Packaging: Items must be properly packaged when returned to prevent damage during transport.

Reduction in Value and Rejection:

CASA BELLA BOUTIQUE reserves the right to refuse a return or apply a depreciation of up to 100% of the item’s value if it shows clear signs of use, washing, damage caused by improper handling or missing original tags.

3. Exceptions and Non-Returnable Items

For reasons of hygiene, health protection and consumer safety, returns and exchanges are not accepted for the following items, except in cases of proven manufacturing defects:

• Lingerie, underwear and swimwear (swimsuits and bikinis).
• Hair accessories, earrings and costume jewellery.
• Personalised, made-to-measure or specially ordered items.
• Items sealed for hygiene reasons that have been opened after delivery.
• Gift cards.

4. Return Shipping Costs and Responsibilities

A. Change of Mind, Size or Colour

Costs Borne by the Customer: All direct return costs (shipping fees, transport charges and any return processing expenses) are the sole responsibility of the customer.

Mandatory Tracked Shipping Method: The customer must use a postal or courier service with a tracking number and request proof of delivery. CASA BELLA BOUTIQUE is not responsible for lost shipments, delivery delays, missing parcels or damage occurring during return transport arranged by the customer.

Refusal Upon Receipt: Parcels sent cash on delivery or with outstanding shipping costs payable upon receipt at our warehouse will automatically be refused.

B. Original Shipping Costs

In the event of a full order return due to a change of mind, CASA BELLA BOUTIQUE will refund the value of the items, while the original shipping costs will not be refunded.

5. Refund Processing

After the returned parcel has been received at our warehouse in Portugal, our quality control team will carry out a thorough inspection of the product within 5 to 7 business days.

Once the return has been approved:

Store Credit (Recommended / Faster Option): A Shopping Voucher / Store Credit will be issued for the approved refund amount (valid for 3 months), together with a complimentary promotional code for your next purchase, should you accept this option.

Monetary Refund: If you prefer a monetary refund, it will be processed using the same payment method used for the original purchase, within 14 business days after confirmation of receipt and verification of the condition of the returned items.

Refund Postponement Notice: We reserve the legal right to withhold or postpone the refund until the items have been physically received and inspected at our warehouse in Portugal.

6. Defective, Damaged or Incorrect Items

At CASA BELLA BOUTIQUE, we thoroughly inspect all items before dispatch. However, if you receive an item with a manufacturing defect or an item different from the one ordered, please follow the procedure below:

Notification Period: Notify us by email within a maximum of 24 hours after receiving your order at info@boutiquecasabella.com.

Mandatory Evidence: Your email must include:

• Order number.
• Detailed description of the defect or error.
• Clear photographs and/or videos of the item, showing the defect, the entire item and the original packaging label.

Resolution: Once the manufacturing defect has been confirmed, CASA BELLA BOUTIQUE will replace the item with an identical piece (subject to stock availability) or arrange a repair/full refund, at no additional shipping cost to the customer.

Defects caused by improper use, incorrect washing, natural wear and tear, pulled threads or failure to follow the manufacturer’s washing instructions are not considered manufacturing defects and do not entitle the customer to a return or refund.

7. Special Promotions, Sales and Clearance Events

During promotional periods, Sales, Black Friday, Cyber Monday, Christmas or Clearance Events, returns of eligible items will primarily entitle customers to the issuance of Store Credit.

Items expressly identified as “Final Sale” or as total stock clearance items are not eligible for exchanges or returns, without prejudice to the customer’s legal rights in cases of proven defects.

8. Direct Exchanges

CASA BELLA BOUTIQUE does not offer direct product exchanges.

If you wish to change the colour, size or model of an item, you must request a return of the original item (subject to the conditions of this policy) and independently place a new order through our online store. Stock allocation is subject to availability at the time of the new purchase.

9. Contact Information

For any questions, return requests or after-sales support, please contact us through:

Business Name: CASA BELLA BOUTIQUE

Customer Support Email: info@boutiquecasabella.com

Contact Form: Available on our official website.

Returns Processing Warehouse: (Address provided only after prior authorisation by email).