Refund policy

Because almost everything we make is personalised and made-to-order, we can’t accept returns or exchanges for change of mind once production has started or a design is approved (this is standard for bespoke items).

Production & Personalisation Timeline

As all our pieces are made-to-order, production can only begin once all personalisation details have been received and the design has been approved.

After placing an order, clients are required to:

Share all personalisation details
Approve the final design

within the timeline communicated by Casa Joy.

Failure to Provide Details / Approve Design

If personalisation details are not provided, or the design is not approved within the agreed timeframe:

Casa Joy reserves the right to proceed with sourcing and preparing materials in order to meet the event date
We cannot guarantee delivery timelines
The order will be considered in production

As a result, the order becomes non-cancellable and non-refundable

Cancellations in These Cases

If a client chooses to cancel their order after failing to provide the required details within the deadline:

The order will not be eligible for a refund, as materials and production capacity will have already been allocated
In some cases, and at our discretion, we may offer to deliver the items without personalisation