Return, Exchange, or Refund Policy

1. Return Conditions

Customers may request a return within 15 days from the date of delivery.

• Returned items must be unused, undamaged, and in their original condition, including original packaging and all included accessories.
• To facilitate inventory management, we do not offer exchanges.. All requests are handled as returns.
• If customers wish to obtain an alternative item, a new order must be placed through the website.
• Customised items or products made to a customer’s specific requirements are not eligible for return.
• Returned products must be in resale condition. Any signs of use, wear, or damage may result in refusal of the return.

A return shipping label is included inside the parcel at the time of delivery.

These conditions are applied in accordance with the Australian Consumer Law under Schedule 2 of the Competition and Consumer Act 2010 (Cth), including guarantees relating to acceptable quality and product condition.

2. Return Request Procedure

To initiate a return request, customers must follow the steps below:

Submit a written request via email within 15 days of receiving the order, including the order number and reason for return.

After verification, a confirmation email will be sent with detailed return instructions.

The product must be securely packed, preferably in its original packaging, and returned using the return label provided inside the parcel.

Return shipping costs are generally the responsibility of the customer, except where the item is faulty or not as described.

3. Refund Policy

Once the returned items are received and inspected, refunds will be processed within 1–3 business days.

• Refunds will be issued using the original payment method unless otherwise agreed.

For partial returns, only the value of the returned items will be refunded.

If a defect or non-conformity is confirmed, we will cover all return-related costs.

Refunds are processed in accordance with the Australian Consumer Law (Competition and Consumer Act 2010 (Cth)), which requires remedies where goods fail to meet consumer guarantees.

• The time required for funds to be received may vary depending on the payment service provider.

4. Return Shipping and Inspection

Customers are responsible for returning items to the address specified in the return instructions.

The use of a trackable shipping service is recommended.

After receiving the returned items, we will inspect their condition and notify the customer of the outcome.

5. Contact Information

Email: priorityservice@casaupyard.com
Phone: +81 (708) 921 51 60
Address: 306, 1-54-7 OTSUGAOKA, KASHIWA-SHI, CHIBA 277-0921, JAPAN
Business Hours: Monday to Friday, 8:15 AM – 4:15 PM
Service Area: Australia