Refund policy

Last updated: October 18, 2026

At Caselle Studio, we want you to feel confident in your purchase. If you are not fully satisfied, you may request a return or exchange within the return window set out below, subject to the conditions of this policy.

Summary

Accepted Returns: Defective and non-defective products, including made-to-order items and handle sets ordered with a custom door thickness
Product Condition: New and unused only
Return Window: 30 days from the date of delivery
Return Method: Online through our Returns & Exchanges portal (or by email), then by mail
Exchanges: Available for another variant of the same product
Refund Currency: USD
Return Label: Customer’s responsibility, unless the item is defective, damaged, or incorrect
Restocking Fee: None
Refund Processing Time: 5–10 business days after the returned item has been received and inspected

Return Eligibility

We accept returns for both defective and non-defective products, provided the return request is made within 30 days of delivery and the item meets the eligibility requirements below.

To be eligible for a return, items must be:

unused
uninstalled
in new and resalable condition
in their original condition
returned with all parts, hardware, manuals, and original packaging intact
returned with proof of purchase

Made-to-order items and handle sets ordered with a custom door thickness can be returned under the same conditions as any other item.

We do not accept returns for:

items showing signs of installation, use, wear, or damage caused after delivery
items missing parts, hardware, manuals, or original packaging
final sale items clearly marked as non-returnable on the product page
gift cards

Return Window

You may request a return or exchange within 30 days from the date of delivery.

How to Start a Return or Exchange

Start your request online through our Returns & Exchanges portal: enter your order number and email, select the item(s), choose the reason, and upload at least one photo of the item(s). You can also email contact@casellestudio.com within the 30-day window with your order number and the reason for the return.

Every request is reviewed before approval. Once your request is approved, you will receive return instructions and the return address. Please do not send any item back without prior approval. Returns are accepted by mail only.

Return Shipping and Return Label

For returns of non-defective items, the customer is responsible for the cost of return shipping and for obtaining the return shipping label.

If the item is received damaged, defective, or incorrect, we will cover the return shipping cost and provide return instructions at no additional cost to you.

Please copy the return address exactly as provided, including the reference number, so we can match your parcel to your order. We recommend using a tracked shipping service, as Caselle Studio is not responsible for returns lost in transit.

Restocking Fee

We do not charge a restocking fee.

Damaged, Defective, or Incorrect Items

Please inspect your order upon delivery. If your item arrives damaged, defective, or incorrect, please contact contact@casellestudio.com within 7 days of delivery and include your order number and clear photos of the issue.

If the issue is confirmed, we will arrange a replacement or refund at our cost, including any applicable shipping costs.

Exchanges

If you need a different variant of the same product — for example another handing, backset, door thickness, or finish — choose Exchange when you start your request. Any price difference is charged or refunded to you. Your exchange item is ordered once your return request has been approved and ships within the processing and delivery times in our Shipping Policy.

To switch to a different product, return the original item for a refund and place a new order for the item you want.

Refunds

Once your returned item is received and inspected, we will notify you whether your refund has been approved.

If approved, your refund will be issued to your original payment method in USD within 5–10 business days after the returned item has been received and inspected.

Please note:

the $15 shipping fee on orders under $100 is non-refundable unless the item was damaged, defective, or incorrect; if you return part of an order that shipped free, we do not deduct a shipping fee from your refund
refunds are issued only for approved returns
refunds are issued to the original payment method used at checkout

If more than 15 business days have passed since your refund was approved and you have not received it, please contact us at contact@casellestudio.com.

Return Address

Returns require prior approval. Once your return request is approved, the return address and instructions will be shown in the Returns & Exchanges portal and sent to you by email.