Refund policy

DAMAGE / SHORTAGE

Casey & Company or its Agents carefully inspect and pack each order before consigning to a freight company.  Casey & Co cannot be responsible for damages to fabric, carpet or furniture that occurs in transit, storage, and delivery. 

Please comply with the following procedure diligently upon delivery of your order:

  • Upon delivery, inspect the contents of the order immediately. Inspect all deliveries with the delivery driver present.
  • Notify your carrier immediately to report any damage or shortage.
  • Freight damage must be noted on the delivery receipt. Failure to notate such damage will result in your loss. Releasing the delivery driver and signing the delivery receipt "Subject to inspection", may result in your loss.
  • If such a loss or damage does occur, save the carton and packing material.
  • Notify Casey & Company immediately to report any damage or shortage. We will not be liable for damages reported after 48 hours post-delivery.  After 48 hours no damage exchanges are available.
  • Photographs will be required to validate a damage claim and determine the best course of action to resolve the issue.

RETURNS & REFUNDS

Many Casey & Company products are artisan-crafted especially for you.  Given their handmade and hand-finished nature, variations are to be expected and celebrated.  Each item is unique and no two are exactly alike.  Images on our website may vary from your actual piece. Please note that returns or exchanges are not accepted for special orders, items that have been installed, mattresses and/or foundations no longer in their original packaging, and other items listed below.

Special Order products are submitted for production upon order placement and are built to your specifications and full payment is collected in advance.  If you choose to cancel your special order item(s) prior to production, you will forfeit 50% of your payment.  No returns or cancellations will be accepted on any special order or custom product once the order is in production. Once delivered, special order returns or exchanges due to customer preference or any other reason cannot be accepted.

Since color variations often cannot be avoided from one dye lot to another, we will not issue a credit for dye lot variations. If an exact match is required, please request a reserve and cutting of current stock for approval prior to shipping.

Monogrammed and/or Personalized items are special order and are non-cancellable, non-returnable, non-exchangeable, and non-refundable.

All returns must be authorized in writing and in advance by Casey & Company. Unauthorized returns will not be accepted.  Please contact us at returnauthorization@caseyandcompany.net. Merchandise claimed to be defective may be inspected by our sales representative in your territory and a local repair authorized if we choose. If it is not cost-effective to inspect or repair locally, a replacement will be offered.

In the event that you need to return your article, the original packaging is required to avoid a repackaging fee.

Any authorized returns for 1st quality merchandise or any refused shipments are subject to a 25% restocking fee and all freight charges.  

Once a return is authorized, you may use the regular mail service, UPS or FedEx and are responsible for the shipping fees back. Once the item is received and inspected for damage, you will be refunded.

Merchandise Credits are non-transferrable and may not be redeemed for cash or applied as a payment to any account. Except as otherwise required by law, merchandise credits expire twelve (12) months from the date on which such credit is first issued.