Long Arrow Right External Link angle-right Search Times Spinner angle-left

Damaged Items

What do I do if the item I purchased arrives damaged?

  • In the rare case that your item arrived damaged or with defects, contact CasaOne immediately upon receipt and no later than 30 days by emailing support@casaone.com or filling out this form
  • Please provide photos/video and a detailed description of the issue in your email. The more details the better.  
    • Please include the following:
      • Detailed description of the damage
      • Close up photo of damaged area
      • Photos of the packaging (especially if signs of damage can be seen from the outside of the box)
      • Photo of the label on the box
      • Photo of the label on the item 
  • Damage includes but is not limited to:
    • Significant cracks in wood
    • Major chips or scratches that cannot be easily fixed with paint markers
    • Broken pieces
    • Crushed corners
  • Please allow 5-7 business days for your claim to be fully reviewed. 
  • If your damage claim is approved, you will receive a refund or replacement. 
    • If you request a replacement, please note that the new item cannot be expedited and will be subject to the standard 2-3 week delivery ETA. 
  • The return process may vary depending on the type of damage. 
    • Please retain the original packaging even if it is damaged as returns will not be accepted without the original packaging.