Refund policy

Returns, Exchanges and Refund Policy

At Casa Rosa, each piece is crafted in limited quantities with exceptional care. If an item does not work for you, please follow the conditions and steps below.

1. Return and Exchange Deadlines

You must notify us of any return or exchange request within 14 days of receiving your order.

When exercising your statutory right of withdrawal, you then have 14 days from the date you notify us to send the items back.

For exchanges offered under our commercial policy, items must be sent back within 14 days of receiving your order.

Requests or shipments made outside the applicable deadlines will not be accepted, unless otherwise required by law, including for defective or non-conforming goods. If an item is sent to us outside the applicable deadline, we will contact you to arrange for it to be sent back to you.

2. Condition of Returned Items

Please return items in their original condition, unworn beyond a reasonable try-on, unwashed, and with their tags, accessories and Casa Rosa kit. Please use the original packaging where possible.

Try swimwear on over underwear and keep hygiene protections intact.

Items that have been worn, washed, stained, perfumed or damaged may be refused under our commercial return policy. When exercising your statutory right of withdrawal, you are responsible for any diminished value resulting from handling beyond what is necessary to establish the nature, characteristics and functioning of the item.

The statutory hygiene exception applies only to sealed goods that have been unsealed after delivery and cannot be returned for health or hygiene reasons. These conditions do not limit your rights regarding defective or non-conforming goods.

3. How to Request a Return

1. Use our returns portal or email casarosaswim@gmail.com. Include your name, order number and the items concerned. To exercise your right of withdrawal, clearly state your decision; no reason is required.

2. Our team will provide return instructions and the return address, along with details about using a prepaid, tracked return label.

3. Prepare and send your parcel according to the instructions provided, within the applicable deadline.

4. Keep your proof of shipment until your refund or exchange has been confirmed.

Please notify us before sending items back. Exercising your statutory right of withdrawal does not require prior approval from our team.

4. Return Shipping Costs

Return shipping costs are your responsibility, except for defective or non-conforming goods or where otherwise required by law.

If you use the prepaid return label supplied by Casa Rosa, €7 will be deducted from your refund for this service. This means you do not need to pay postage upfront when dropping off your parcel.

This fee will not be deducted where we are legally responsible for covering the return costs.

5. Refunds

We will notify you by email when we receive your return and process your refund.

For a statutory withdrawal, your refund will be issued no later than 14 calendar days after you notify us of your decision. We may withhold the refund until we receive the returned items or evidence that they have been sent back, whichever occurs first.

Refunds are issued to the original payment method, unless you expressly agree to another method at no additional cost. A gift card will replace a legally required refund only with your agreement.

If you withdraw from the entire order, the original standard delivery costs will be refunded. Any additional charge for choosing a more expensive delivery option will not be refunded.

The €7 return-label fee will be deducted if you used our prepaid return label, subject to the conditions above.

Once issued, a refund may take 5–7 business days to appear in your account, depending on your bank or payment provider. This banking delay is separate from Casa Rosa’s refund processing deadline. If your refund has not appeared within 15 business days of our confirmation, please contact casarosaswim@gmail.com.

6. Sale and Promotional Items

For sale and promotional items, returns accepted under our commercial policy are eligible for an exchange, subject to availability, or a gift card. No monetary refunds are offered under this commercial policy.

This does not limit your statutory rights. Where the statutory right of withdrawal applies, you may request a refund to your original payment method under the conditions described above. Your rights regarding defective or non-conforming goods remain unchanged.

Gift cards are not returnable under our commercial policy, without prejudice to applicable statutory rights.

7. Exchanges

To request an exchange, include “Exchange” in your request and specify the style, size and, where applicable, colour you would like.

• The first exchange is free.

• A €5 fee applies from the second exchange onward.

Exchanges are subject to availability. The replacement item will be dispatched after the original item has been received and checked.

If your requested item is unavailable, we will offer an alternative. For a sale item returned under our commercial policy, a gift card may be offered. Where a refund is legally required, your right to that refund remains unaffected.

These commercial exchange fees do not apply to remedies owed for defective or non-conforming goods.

8. Defective, Damaged or Incorrect Items

Please check your order upon receipt and contact casarosaswim@gmail.com as soon as you notice a defect, damage or an incorrect item.

We will assess the issue and arrange an appropriate solution, at no cost where statutory guarantees apply. Our commercial 14-day return deadline does not limit your rights under these guarantees.

9. Purchases from Retail Partners

Items purchased from a retailer or commercial partner must be returned directly to that seller, in accordance with their procedures and your applicable statutory rights.

10. Returns from the United States — Import Duties and Taxes

If you paid customs duties or taxes directly to the relevant authorities to import your order into the United States, Casa Rosa does not refund these amounts, which it did not collect.

Any request for reimbursement must be submitted to the relevant authorities, subject to their procedures and conditions. This provision does not limit your applicable statutory rights.

11. Size and Fit Assistance

Unsure about your size or looking for advice before ordering? Our team is here to help at casarosaswim@gmail.com.