Overview
Casa Nova operates on a direct-to-project sourcing model, coordinating materials through established distributor and manufacturing partners for efficient fulfillment.
As materials are secured per order, return eligibility is limited and subject to approval.
Return Window
All return requests must be submitted in writing within 7 calendar days of confirmed delivery.
No returns, credits, or restocking approvals will be granted after 7 days from the delivery date.
Exceptions may be considered in limited circumstances at the sole discretion of Casa Nova and remain subject to distributor approval. To request consideration, please contact us in writing. Any approved exception must be confirmed in writing prior to return authorization.
Return Eligibility Requirements
To qualify for return consideration, materials must meet all of the following conditions:
- Unopened and unused
- Full cartons only. Partial cartons are not eligible
- Original packaging intact and undamaged
- Product must be from an active and returnable collection
- Written approval obtained from Casa Nova prior to return
Opened cartons are not eligible for return under any circumstances.
Installation of material constitutes full acceptance of the product and voids all return eligibility.
Restocking Fee and Refund Policy
All approved returns are subject to a 30 percent restocking fee. To request consideration, please contact us in writing. Any approved exception must be confirmed in writing prior to return authorization.
Upon successful inspection and approval by the distributor, the customer may choose one of the following:
- A refund issued to the original payment method
- Store credit for future purchases
Original shipping charges are non-refundable.
Return freight and handling costs are the sole responsibility of the customer.
Refunds or credits will be processed only after distributor inspection and confirmation that materials meet all return condition requirements.
Return Transportation
Casa Nova does not arrange return freight.
Approved materials must be delivered by the customer to the designated distributor warehouse location provided at the time of return authorization.
Failure to deliver materials to the assigned warehouse or failure to follow distributor return instructions may result in refusal of the return.
Non-Returnable Items
The following items are not eligible for return:
- Special order products
- Custom, fabricated, or cut materials
- Clearance or discontinued items
- Opened cartons
- Installed materials
- Complimentary samples
- Materials returned after 7 days
Casa Nova does not currently sell full slabs.
Damaged or Incorrect Shipments
If materials arrive damaged or incorrect:
- Notification must be made within 48 hours of delivery
- Clear photographs of packaging and materials must be provided
- Materials must not be installed
Failure to notify within 48 hours may void eligibility for claim or replacement.
Material Variations
Tile, natural stone, hardwood flooring, engineered wood, luxury vinyl tile (LVT), vinyl products, wallpaper, wall coverings, decorative panels, and other surface materials may vary in shade, tone, texture, pattern, grain, veining, print alignment, and finish.
These variations are inherent characteristics of the material and are not considered defects.
Differences may occur between samples, digital images, showroom displays, and delivered materials due to manufacturing processes, natural material composition, dye lots, print batches, lighting conditions, and screen calibration.
It is the responsibility of the purchaser and installer to inspect all materials prior to installation. Installation constitutes full acceptance of the product.