Any damage claims must be reported within 48 hours of the receipt of purchased items.
Please report any damages to firstname.lastname@example.org. Once contacted, our representative will send an official damage claim form to be filled out within 48 hours.
If the customer notices any damage to the outside packaging of the item, they should sign the bill of landing or shipping receipt as “damaged upon receipt/inspection.”
If you suspect any damage to the item, please take pictures of the packaging prior to opening, as well as the damage to the goods after opening. Claims filed without clear pictures of the damage claimed will not be processed. Pictures should include a clear view of the item, a clear view of the label, a clear of the damage, and if applicable, a clear view of the packaging.
Please note that wood furniture has natural flaws and imperfections. These details add to the unique beauty of each of these pieces and are not considered a defect nor as damage. In a similar note, the natural colour variations and veining in real stone are considered an important aspect of the individual piece.
Returns, Replacements, and Reimbursements
Should the damage claim be approved, the client will be responsible for returning the item to Casa Suarez. The client will have the option of receiving a replacement article, a store credit, or a reimbursement for the value of the product.
Should the client choose a reimbursement instead of a replacement, the reimbursement will be issued 1-3 days after Casa Suarez has received the returned item.
Casa Suarez will not accept any returns that have not been previously approved. In some cases, exceptions may apply, and will be subject to a 25% restocking fee.
Final Sale Items
There will be no reimbursement issued for Final Sale items. Should a return be authorized on a such an item due to damage or another approved event, the client will be given the option of a receiving a replacement or a store credit totalling the value of the items in question.
Any refused orders will be charged a 25% restocking fee.