Refund policy
Return & Refund Policy
Last Updated: August 24, 2026
At Alberto Casa, we believe customers should have clear information about what happens if a purchase needs to be returned. This Return & Refund Policy describes our standard procedures for eligible returns, refunds, exchanges, damaged or incorrect products, and order cancellations.
1. 30-Day Return Guarantee
You may submit a return request within 30 days of receiving your order.
For a regular return to be eligible, the merchandise must generally:
Be unused, unworn, and in its original condition.
Be returned with its original packaging, labels, tags, and accessories, where applicable.
Have no signs of customer-caused damage, modification, or excessive handling.
Include valid proof of purchase, such as your order confirmation, receipt, or order number.
If more than 30 days have passed since delivery, we may be unable to approve a standard return unless otherwise required by applicable law.
2. Getting a Return Authorization
A return request must be submitted before any merchandise is mailed back.
Please email jackalena04@gmail.com and include your order number, the product you want to return, and the reason for your request.
For claims involving damaged, defective, or incorrect merchandise, photographs of the item and its packaging may be requested.
Once we have reviewed your request, we will provide the appropriate return instructions if your return is approved.
Please do not send products back without authorization. Unauthorized packages may not be accepted or may experience processing delays.
3. Returns Due to Customer Preference
We understand that customers sometimes change their minds after making a purchase.
If an eligible return is requested because the product is no longer wanted, the wrong item was ordered, or for another customer-preference reason, the customer will generally be responsible for the cost of return shipping.
Original shipping or delivery fees are generally non-refundable for these returns, except where applicable law requires otherwise.
4. Damaged Products
Please examine your merchandise after delivery.
If an item arrives damaged, contact us promptly at jackalena04@gmail.com. Include your order number, a description of the damage, and clear photographs showing the condition of the item and packaging when possible.
Please retain the damaged merchandise and packaging until we have completed our review.
After verifying the issue, we will determine an appropriate solution, which may include a replacement, refund, or another reasonable remedy.
5. Defective or Incorrect Merchandise
If a product appears defective or you receive something different from what you ordered, please notify us before using or returning the merchandise.
When Alberto Casa confirms that an order was incorrectly fulfilled or that an eligible product arrived defective, we will provide instructions for resolving the issue.
When a physical return is required because of a verified error on our part, Alberto Casa will cover reasonable return shipping costs.
6. Products That Are Not Eligible for Standard Returns
Certain products may be excluded from change-of-mind returns for health, safety, customization, or other reasons. These can include:
Items that have been used, worn, washed, altered, or damaged after delivery.
Opened hygiene-sensitive, beauty, skincare, cosmetic, or personal-care products when they cannot safely be resold.
Products with customer-removed hygiene or protective seals.
Personalized, customized, or made-to-order merchandise.
Gift cards.
Items clearly identified as Final Sale or non-returnable before purchase, where permitted by law.
These exclusions do not limit any non-waivable rights concerning defective, damaged, or incorrectly supplied merchandise.
7. Exchanges
If you would prefer an exchange rather than a refund, contact our customer service team with your order information.
Exchange requests are subject to product availability and return eligibility. We cannot guarantee that a particular product or variation will remain available.
If a direct exchange cannot be processed, you may be asked to complete the approved return and place a separate order for the replacement item.
8. Return Shipping Guidelines
When you are responsible for shipping merchandise back, we recommend using a reliable carrier that provides tracking.
Please keep your shipping receipt and tracking information until you receive confirmation that your return has been processed.
Alberto Casa cannot guarantee a refund for a customer-arranged return package that is lost before it reaches the designated return destination.
9. Return Inspection
Once an authorized return has been received, we will inspect the merchandise to verify that it meets the applicable return conditions.
The review may consider the item's condition, packaging, included components, proof of purchase, and whether the return was requested within the allowed timeframe.
After completing the inspection, we will notify you of the outcome.
10. Refund Procedure
If your return is approved, the eligible refund will be issued to the original payment method used for your purchase.
Once the refund has been submitted, your bank, credit card company, or payment provider may require additional time to process and post the funds to your account.
Processing times vary by financial institution and are outside Alberto Casa's control.
11. Refundable Amounts
For standard customer-initiated returns, the refund generally applies to the purchase price of the eligible returned merchandise.
Original shipping charges and customer-paid return shipping expenses are generally not refundable when the return is due to a change of mind or customer ordering error.
If the return is caused by a verified fulfillment error, defective item, or damaged merchandise, applicable costs will be handled according to the circumstances and any requirements of applicable law.
12. Canceling an Order
If you would like to cancel or modify an order, email jackalena04@gmail.com as soon as possible.
We will make reasonable efforts to accommodate requests received before fulfillment begins. However, we cannot guarantee cancellation or modification once an order has been processed, packed, or shipped.
If your order has already shipped, you may request an eligible return after delivery under this policy.
13. Refund Delays
If you have received confirmation that Alberto Casa issued a refund but the funds have not yet appeared, please allow your payment provider its normal processing time.
If a reasonable processing period has passed, contact your bank or card issuer to check the transaction status.
You may then contact us with your order information if additional assistance is required.
14. Consumer Protection
Nothing in this Return & Refund Policy is intended to exclude, waive, or reduce consumer rights that cannot legally be limited under applicable federal, state, or local law.
If a mandatory consumer protection requirement provides rights beyond those described in this policy, the applicable legal requirement will control.
15. Contact Alberto Casa
For return requests, refund questions, exchanges, damaged merchandise, or other assistance regarding your purchase, please contact us:
Alberto Casa
Address: 49 Gorham Ave, Brookline, MA 02445, United States
Phone: +1 (937) 999-7902
Email: jackalena04@gmail.com
When contacting us about an existing purchase, please include your order number and the email address associated with the order to help us assist you efficiently.