Refund policy

Easy Returns

Casta Diva accepts returns or exchanges on new and unused products within 30 days of shipment date. 

Used bidet toilet units, open box items - returns and exchanges are not accepted (manufacturer warranty applies in the event of damage or defect).

New and unused means the product has not been installed, used or altered in any way and remains in resaleable condition.  Due to the hygiene nature of our business, any products that have been hooked up to water or used in any way are not eligible for return due to Public Health Regulations.

Returns must still be in their original packaging with all parts and accessories included or be subject to a 15%-25% restocking fee. 

Please note that as of March 2020, all carrier have suspended their service guarantees regarding express shipping. We are thus unable to refund shipping fees for missed carrier delivery promises.

Return Authorization

Customers must first contact Casta Diva and obtain the Return Authorization.  Simply give us a call or send us an email at service@castadivahome.com with your order number and we'll gladly issue an Return Authorization for qualified returns.

Refused packages, returns shipped back without an Return Authorization are subject to a 20% restocking fee or denied refunds. 

Return Shipping

Customers are responsible for return shipping fees. Within the US, returns must be shipped via UPS or Fedex with insurance, Casta Diva is not liable for damages incurred during shipment.  Return shipping address will be given when RMA number is issued.  DO NOT ship returns to our corporate mailing address.

Bidet toilet combination units: due to high costs and the complexity of freight shipping, if a customer is unable to be reached for delivery or refuses delivery, return shipping fees and a 15% restocking fee will be applied to refunds. 

Close-outs and Open Box

Products marked as "clearance" or "open box" are final sale and not eligible for return.  

If Your Product Is Damaged In Transit

If you notice damage while the carrier is on site, DO NOT take possession of the damaged product(s). Instead, take a picture of the damage, gather copies of the paperwork from the carrier (if possible), and refuse delivery. Next, contact the customer service team.

If you notice damage after delivery (concealed damage), take pictures of the damage, and contact our customer service team. Items shipped via ground shipping must be reported within 30 days. Freight carriers only allow two (2) business days after delivery to file a freight claim.

We will not be able to help with any complaints of damages, including visible or material defects, after the product has been installed or altered.

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Refunds

Refunds will be given to qualifying returns with a valid RMA.  Please allow 7-10 business days after processing for refund to appear as a credit on your bank statement.  A restocking fee of 15% may be applied to returns with missing or damaged parts. Please note that we will deduct the original cost of shipping from the refund regardless if your item was originally shipped to you for free.

If we shipped you the wrong product, or it arrived damaged
We're sorry! We will send a replacement or refund you for your full purchase price, provided the returned item(s) are received back in their original packaging, along with all accessories, warranty cards, manuals, parts, etc., where applicable.

If you ordered the wrong item, wrong size / have fitment issues, or simply changed your mind, We will refund you for your purchase price minus the original shipping cost, provided the returned item(s) are received back in their original packaging, along with all accessories, warranty cards, manuals, parts, etc., where applicable, provided your purchase is in "as-new" condition, and the purchased product was not noted as a clearance, close-out or non-returnable item.  Please note that we will deduct the original cost of shipping from the refund regardless if your item was originally shipped to you for free.

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Easy Exchanges

Order the wrong size? Casta Diva accepts exchanges on new and unused products within 30 days of shipment date. New and unused means the bidet has not been installed, used or altered in any way and remains in resaleable condition. Due to the hygiene nature of our business, any products that have been hooked up to water or used in any way are not eligible for exchange due to Public Health Regulations.

Exchanges must still be in their original packaging with all parts and accessories included (unless otherwise instructed) or be subject to a 15% restocking fee. 

Return Authorization

Customers must first contact Casta Diva and obtain an Return Authorization for exchange. Simply give us a call or send us an email at service@castadivahome.com with your order number and we'll gladly issue an Return Authorization for qualified exchanges.

Exchanges without an Return Authorization will not be accepted. 

Return Shipping

Customers are responsible for return shipping fees. Exchanges must be shipped via UPS or Fedex with insurance, Casta Diva is not liable for damages incurred during shipment. Return shipping address will be given when RMA number is issued.