CUSTOMER INFORMATION
Terms & Conditions
Please read these terms carefully before placing an order. By using this website and/or placing an order with Casa Dextiles, you agree to be bound by the terms set out below.
14 Days
Cancellation Period
Eligible orders may be cancelled within 14 days of receipt.
48 Hours
Damage Reporting
Damaged or faulty goods must be reported promptly with evidence.
Dispatch
Contract Acceptance
Your contract with us is formed when your order is dispatched.
HANDMADE PRODUCTS
Natural variation is part of the character
Many Casa Dextiles products are handmade. Small imperfections or subtle differences in shape, size and colour may occur and form part of the natural charm of handmade pieces.
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These variations do not affect the intended use of the product and should not be regarded as faults. Fabrics made from natural fibres may also contain slubs or irregularities in the yarn, which are not considered defects.
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While colour reproduction is represented as closely as possible, actual products may vary slightly.
ORDERING PROCEDURE
How orders are accepted
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Payment in full is required at the time of ordering
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Your order is accepted when it is dispatched
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If an order cannot be accepted, any payment taken will be refunded
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Refunds may take several working days to appear, depending on your bank
ORDER ACCEPTANCE
Reasons an order may not be accepted
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The item is out of stock or no longer available
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We are unable to authorise your payment
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We have identified a pricing or product description error
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We need to cancel an order before dispatch for operational reasons
If this happens, we will contact you as soon as possible and issue a full refund where applicable.
RETURNS & CANCELLATIONS
Cancelling or returning an order
If you are not satisfied with your purchase, you may cancel your order at any time from the moment it is placed until 14 days from the date you receive it.
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To qualify for a full refund, items must be returned in their original condition and original packaging within 14 days of cancellation.
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Items returned without original packaging may be subject to a 20% repackaging fee.
NON-RETURNABLE ITEMS
Items excluded from refund
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Unwanted items returned outside the permitted return period
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Damaged items not reported within the stated reporting period
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Sale items
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Any excluded items set out in your returns policy
FAULTY OR DAMAGED GOODS
What to do if there is a problem
Please inspect your order on receipt. Faulty or damaged items should be reported by email within 48 hours, with photographic evidence where possible.
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You may be asked to provide photographs before a refund or replacement is issued. If photographs cannot be provided, the item may need to be returned for inspection.
Where a manufacturing fault is confirmed, we may offer a replacement, repair or refund as appropriate.
REFUND PROCEDURE
Processing your refund
Returned parcels may take several working days to reach us. Once received, items will be inspected and we will confirm whether a refund or replacement is being issued.
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Refunds are made via the original payment method. During busy periods, processing may take longer.
OVERSEAS CUSTOMERS
International orders
Overseas customers may be subject to exchange rate differences applied by their card issuer.
Customers outside the United Kingdom are responsible for any import duties, taxes, permits, product restrictions and local compliance requirements.
COMPLAINTS PROCEDURE
If you need to contact us
If you are unhappy with your purchase, please contact us as soon as possible so that we can review the issue.
Please note that postage and packing charges are generally non-refundable unless an item is faulty or sent in error.
WEBSITE INFORMATION
Accuracy of content
We take care to ensure that descriptions, details and prices shown on the website are accurate at the time of publishing.
However, occasional errors may occur and product images may vary slightly in appearance due to the handmade nature of the items.
COMPANY INFORMATION
Our details
Casa Dextiles
Registered in England
VAT number: 373 4934 72
Registered office: Caterham, United Kingdom
Last updated: March 2026