Refund policy

RETURN, REFUND, AND CANCELLATION POLICY

At Casa Naranjo, we want your shopping experience to be transparent and secure. We work hard every day to ensure your products arrive in perfect condition. Below, we outline how we handle various situations to provide you with the best possible support.

1. Products Damaged or Defective Warranty

If your order arrives broken or in poor condition due to shipping, we are here to help you solve it.

  • How to proceed with your claim? Write to us within 48 hours of receiving your order at our email address casanaranjostore@gmail.com or through our website.

  • What do we need? Attach a brief photo or video of the damaged product showing the flaw and the original packaging. Our team will review the information promptly to verify if it qualifies for a return and coordinate your replacement.

2. Exchanges and Returns

Since we maintain optimized costs to offer you the best prices, we do not accept returns for change of mind once the product has been delivered. We exclusively manage free replacements in the following cases:

  • Products with manufacturing flaws, damaged, or broken upon delivery.

  • Packages lost in transit due to the responsibility of the shipping company. Note: Items purchased in the sale or clearance section are final sale and do not qualify for refunds.

3. Shipping Information and Returned Packages

To ensure your order arrives correctly, we ask you to carefully review your shipping address before completing your purchase.

  • Incorrect addresses: If you identify an error in your details, contact us immediately. We cannot be held responsible for failed deliveries due to incorrectly entered addresses.

  • Packages returned to sender: If the courier returns your package due to incorrect data or repeated delivery absences, we can arrange a new shipment. Please note that logistical rescheduling and reshipping costs must be paid by the buyer.

4. Order Cancellation

You can request the cancellation of your purchase within the first 24 hours of placing it.

  • To cancel, write to us detailing your order number and reason.

  • After 24 hours, the order enters preparation and dispatch, so it cannot be cancelled.

  • Refunds for approved cancellations are processed within 24 to 48 business hours back to the original payment method used.

5. Missing or Delayed Refunds

If your refund was approved but you still don't see it reflected:

  1. Check your bank account or credit card statement again.

  2. Contact your card issuer; the crediting time may vary depending on the bank.

  3. If you have completed these steps and have no news, write to us at casanaranjostore@gmail.com indicating your management number to give you immediate support.