Refund Policy

Order Protection & Customer Support

Refund Policy

At TesoroCasa, every handmade luxury product is carefully inspected and securely packed before shipment. This policy explains how eligible refund, replacement, and cancellation requests are handled.

Refunds, Replacements & Eligible Claims

Due to the handmade, exclusive, and often made-to-order nature of our products, all purchases are carefully reviewed before dispatch. Returns, replacements, or refunds may be considered only in eligible cases and are subject to verification by our customer support team.

Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or incorrect, please contact us within 48 hours of delivery.

Your request should include:

  • Your order number
  • Your registered email address
  • Clear photographs of the product
  • Clear photographs of the outer and inner packaging
  • A photograph of the shipping label
  • A brief description of the issue

Once the information is received, our team will review the claim and provide an appropriate resolution if the request is approved.

Important: Please retain the original product, packaging, protective materials, and shipping label until your claim has been reviewed.

Order Cancellations

Cancellation requests may be accepted before an order has been processed or shipped. Once shipment has been confirmed or production has begun for a custom order, cancellation may no longer be possible.

Custom, Personalized & Made-to-Order Products

Customized, personalized, bespoke, or made-to-order products are generally not eligible for return or refund unless they arrive damaged, defective, or incorrect.

Handcrafted Product Variations

Slight variations in color, texture, gemstone markings, marble veining, craftsmanship, dimensions, and finish may occur because many TesoroCasa products are handmade or made from natural materials.

These natural differences contribute to the uniqueness of each piece and are not considered defects.

Approved Refunds

If a refund is approved, it will be processed using the original payment method. Processing times may vary depending on your bank, card issuer, PayPal, or other payment service provider.

Shipping Charges

Original shipping charges may not be refundable unless the order was damaged, defective, or incorrect and the claim was approved by TesoroCasa.

How to Submit a Request

Send your request to info@tesorocasa.ae within the applicable timeframe. Our team aims to respond within 24–48 business hours.

Policy Agreement

By placing an order on our website, you acknowledge and agree to the conditions described in this Refund Policy.

For faster assistance, include your order number, registered email address, product photographs, packaging photographs, and shipping label.