Returns and Refunds Policy
Returns and Refunds Policy
Last Updated: 29 September 2026
At Casa Plata®, we want our customers to shop with peace of mind.
This policy explains how we handle requests for returns, exchanges and refunds.
1. Returns Period
You can contact us within 30 days of receiving your order to request a return or report an issue with a product.
To start a return request, please email:
2. Damaged, Faulty or Incorrect Products
If you receive a product that is damaged, faulty, different from what you ordered, or affected by an issue related to order preparation or delivery, please contact our customer support team.
We may ask you to provide:
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Your order number.
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The name used when placing the order.
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Photographs or videos of the product.
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Photographs of the packaging.
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A brief description of the issue.
After reviewing your request, we will inform you of the available options.
3. Return Conditions
Where a return is applicable, the product must be kept in suitable condition and free from damage caused by misuse.
Where possible, all original accessories and packaging should be retained.
These conditions do not affect any consumer rights that apply when a product arrives damaged, incorrect or faulty.
4. How to Return an Item
Before sending any product back, please contact our customer support team:
We will provide you with the relevant return instructions.
Please do not send products directly to our company's business address without first receiving return instructions.
5. Return Shipping Costs
If a return is required because a product is incorrect, faulty or damaged due to circumstances for which we are responsible, Casa Plata® will arrange an appropriate solution without unfairly passing these costs on to the customer.
For returns requested for other reasons, the applicable conditions will be communicated before the item is sent back, always in accordance with applicable legislation.
6. Refunds
Once your request has been received and reviewed, we will inform you whether your refund has been approved.
Where applicable, the refund will be processed using the payment method available for the original transaction.
Once the refund has been issued, the time it takes for the funds to appear in your account may depend on your bank, payment provider or card issuer.
7. Order Cancellations
If you wish to cancel an order, please contact us as soon as possible:
If your order has not yet been prepared or dispatched, we may be able to check whether cancellation is possible.
If your order has already been dispatched, you may need to wait for delivery and follow the applicable returns procedure.
8. Order Not Received
If your order does not arrive within the stated delivery timeframe or you experience any issues with tracking, please contact our customer support team so we can look into the situation.
9. Consumer Rights
This policy is not intended to limit or remove any mandatory consumer rights established under applicable legislation.
10. Contact Information
Casa Plata®
Email: soportecasaplata@gmail.com
Company Name: JENIK GOULD ST INC
Company Address: 1312 17th Street #692, Denver, CO 80202, USA
