RETURN, REFUND AND EXCHANGE POLICY
From the moment you first email our customer service team regarding your return, your request will begin processing. Please note that due to high volumes, an immediate response may not always be possible — rest assured, sending multiple emails is not necessary. All returns are processed as swiftly as possible.
Not satisfied with your order?
If you're not completely satisfied with the product you received, please get in touch with us — Casa Canberra is committed to ensuring 100% customer satisfaction. Whether it's a delivery issue or a concern about the item itself, our team is here to assist you promptly.
Cancelling or returning your order
Sometimes a product isn’t quite right — and that’s okay. You have the right to cancel your order for any reason within 30 days of receiving it.
After cancellation, you have an additional 30 days to return the product. Once we’ve received the item in acceptable condition, you’ll receive a full refund including the original delivery charge. You’ll only need to cover the return shipping cost, which is typically around $23 AUD per parcel. For exact rates, please check with your courier.
To exercise your right to cancel, the product must be returned with all original accessories and, where reasonably possible, in its original condition and packaging.
Please email us at info@casacanberra.com to begin your return. We will refund the order amount within 5 working days of registering your return, provided the item has been returned in good condition.
Important return conditions
- Products must not be used, worn, or washed.
- If the product or packaging is more damaged than necessary to inspect it, we may reduce your refund to reflect the loss in value.
- Always handle products with care and use suitable packaging when returning items.
Non-returnable items
- Some products cannot be returned, including:
- Sealed goods where the seal has been broken.
- Personalised or custom-made items.
- Items that by nature cannot be returned.
Received a damaged item?
Oh no — that’s frustrating, and we’re here to help. If your item was damaged or incorrect on arrival, please contact us within 30 days. After that, unfortunately, the return period has expired.
For the fastest support, email us with a clear photo of the damage on a flat surface, showing the label and issue clearly.
In the case of damage:
- We will send a replacement or offer a full refund for the first incident.
- If a replacement also arrives damaged, we will issue a full refund.
Manufacturing defects (after use)
If there’s a clear fault due to manufacturing — meaning the part is broken and doesn’t meet the intended standard — please contact us. Wear-and-tear items are excluded from this.
Wear parts include:
- Batteries
- Brake pads, brake discs, brake drums
- Chains, lamps, sprockets, tyres, inner tubes
- Any moving parts
Received the wrong product?
Mistakes happen — but we’ll make it right. If you’ve received the wrong item, we’ll send out the correct one free of charge. Contact our customer service team to get started.
FAQs
How long do I have to return a product?
You can return your item within 30 days of receiving it.
When will I get my refund?
We process refunds once we’ve received and inspected the return. Refunds are made to your original payment method, and most banks take 5 working days to process the transaction. Be sure to email us your tracking number after sending the return.
Do I have to pay return shipping?
Yes, customers are responsible for return postage. We recommend using a tracked service, as Casa Canberra is not responsible for lost returns.
Can I return a product without contacting you?
No. You must contact us before returning an item, as the return address may differ from the original shipping address.
How can I contact you?
Email: info@casacanberra.com
Monday - Friday: 8AM - 6PM
Saturday - Sunday: 11AM - 3PM
My item arrived damaged — what do I do?
Please email us within 30 days, including clear photos showing the defect. Place the item on a flat surface with the label and issue clearly visible.
Exchanges
Want to exchange your item? No problem — just email us at info@casacanberra.com. You’ll need to cover the return postage for the original product.
Wrong delivery address?
If you’ve accidentally entered an incorrect shipping address, please get in touch as soon as possible at info@casacanberra.com. We’ll do our best to amend your order before it’s dispatched.
Need help?
Check our FAQs or contact us here. We're always happy to assist.
In summary, general right of return:
- Return period: Customers can return items within 30 days of receipt.
- Refund: Full refund; Customers bear return shipping costs (approx. $23 AUD).
- Product condition: Items should be returned in their original condition and packaging.
Special conditions:
- Damaged or incorrect products: Contact within 30 days with a photo of the defect.
- Exclusion from exchange: Sealed products, customized or personal items.
- Production errors: Exclusion of wearing parts such as batteries, brakes, etc.
Process and contact:
- Contact before returning: The return address may vary, so prior contact is necessary.
- Contact information: E-mail: info@casacanberra.com
- Wrong delivery address: Immediate contact with customer service.
Name of the business: Novoro Group Limited HK
Business address: Unit 1603, 16th Floor, The L. Plaza, 367 - 375 Queen's Road Central, Sheung Wan, Hong Kong
Company Registration Number: 78070398
Email: info@casacanberra.com
Telephone number: +447577320917
Contact form: Here
Customer service opening hours (GMT+10):
Monday - Friday: 8AM - 6PM
Saturday - Sunday: 11AM - 3PM
