Returns and Exchanges
Is it possible to return my order?
Yes, it is possible. If you are not satisfied with the items you ordered, you have the option to return them within 30 days of receipt.
In this case, the order must meet the following conditions:
1. The order still contains all necessary parts and components and the packaging arrived exactly as the product.
2. The product has been handled normally, excluding breakages due to careless handling.
3. Products where hygiene is important have been thoroughly cleaned before starting the return process.
4. The product was detected as defective immediately after receipt.
5. We reserve the right to charge the customer for shipping costs.
6. The return will be processed within up to 14 business days and, if the conditions are met, will be officially recognized within this period.
*We reserve the right to refuse the return of items if we suspect they have been used or damaged for reasons beyond our control.
How can I return my order?
If your order meets the above conditions, you must follow these steps to initiate the return process.
Send an email to: casaluz@gmail.com
Make sure the email contains the following information:
- Order number
- Reason for return request
- Photo of the product
- Customer's full name
- Customer's address
We will contact you to provide the return address and explain the detailed steps to follow.
Never send the return to the sender; we will send you the correct address once you have requested it. You, as the customer, are responsible for all shipping costs for the return of the product.
The consumer has a right of withdrawal in accordance with the following provision if they are a natural person who enters into a legal transaction for purposes not primarily related to their commercial or professional activity:
A. Cancellation Conditions - Right of withdrawal
The withdrawal period is 14 days from the day on which you or a third party designated by you, other than the carrier, received or accepted the last goods. When working with a fully automated system, orders are processed at the time of placement. Therefore, we cannot interrupt the shipping process until delivery, so a refund is not possible once the goods have been received. To exercise your right of withdrawal, you must inform us (Doña Mercedes Madrid) by means of an unequivocal statement (e.g., by email) of your decision to withdraw from this contract. The withdrawal will be considered complete at the moment we receive the goods. The costs of returning the goods will be borne by the buyer.
Registration of shipments in transit.
Since our products are shipped from Asia, transit times may be longer, over which we have no control. If the products are already on their way, cancellation is not possible. Please wait to receive the products and return them to us. Of course, you can inform us of your cancellation in advance.
To ensure the quickest possible return, please send us a shipping confirmation.
Consequences of withdrawal
If you withdraw from this contract, we will reimburse you for all payments we have received from you, with the exception of shipping costs (except for additional costs arising from choosing a type of shipping other than the cheapest standard shipping we offer), without delay and at the latest within fourteen days from the day on which we received notification of your withdrawal from this contract and the receipt of the products. For this reimbursement, we will use the same means of payment that you used for the original transaction, unless expressly agreed otherwise with you; in no case will you be charged for this reimbursement.
We are not responsible for errors provided by the customer at the time of purchase, such as incorrect addresses or contact details. Nor are we responsible for failed deliveries due to the absence of the recipient at the specified address or the carrier's failure to respond to contact attempts.
** All returns will be sent to our central warehouse in Asia/China at the customer's expense.