Shipping policy
We want every Casa Legame piece to arrive as considered as the room it will inhabit. Because each vessel is made from natural stone and may come into contact with pet food or water, all products are final sale, subject to the damage and legal-rights provisions below.
Final sale
All Casa Legame products are final sale. We do not accept returns or exchanges for change of mind, size, color or stone preference, or any other discretionary reason. Please review the product dimensions, capacity, material, care information, and natural-variation notice before ordering.
Order changes and cancellations
Email hello@casalegame.com as soon as possible if you need to request an order change or cancellation. We will help when possible, but changes and cancellations are not guaranteed after fulfillment, sourcing, personalization, or production has begun. Once work has begun or the order has shipped, the purchase is final except where required by law.
Natural stone variation
Veining, tonal movement, mineral markings, small pits or fissures, texture, and minor variation in color or dimension are expected characteristics of natural stone. They are not defects and are not, by themselves, grounds for a damage claim. If you are unsure whether what you see is natural variation or damage, email clear photographs to hello@casalegame.com and we will review the piece with you.
Damage, defects, or incorrect items
Please inspect your order promptly upon delivery. If an item arrives damaged, defective, or different from what you ordered, contact hello@casalegame.com as soon as possible—ideally within 48 hours of delivery. Include your order number, a short description of the issue, clear photographs of the item, photographs of the shipping carton and internal packaging, and a photograph of the shipping label.
Keep the item and all original packaging until the claim is resolved. Do not use, wash, repair, discard, or return the item unless Casa Legame instructs you to do so. The 48-hour request helps us document carrier damage promptly and does not limit rights that cannot lawfully be waived.
Available resolutions
After reviewing the claim, we may offer a repair where appropriate, a replacement, store credit, or a full or partial refund. The resolution will reflect the issue, product availability, and applicable law. Because natural stone varies, an exact replacement match cannot be guaranteed.
Damage caused after delivery by misuse, improper care, normal wear, accident, alteration, repair, or failure to follow product and care instructions is not eligible for a remedy under this policy.
Authorized return shipping
Do not send an item back unless Casa Legame instructs you to do so. If a return is required for a confirmed damaged, defective, or incorrect item, we will provide a prepaid return label or other appropriate instructions. Unauthorized returns will not be accepted.
Refund timing
If a refund is approved, it will be issued to the original payment method, generally within 7–10 business days after approval or, if a return is required, after the item is received and inspected. Your bank or card issuer may require additional processing time. Shipping, duties, and taxes are refunded only when required by law or when the claim results from our error or a confirmed defect.
Rights preserved
Nothing in this policy limits any warranty, refund, replacement, or other right that cannot lawfully be excluded or waived.
Contact
Questions and damage claims may be sent to hello@casalegame.com. Please do not mail an item to the business address unless we have provided written authorization and return instructions.