Refund policy
REFUND & RETURN POLICY
Effective Date: July 27, 2026
1. Our Return Policy
At Casa de Queta, we want you to love your purchase. If you are not completely satisfied, we are happy to accept eligible returns in accordance with this Refund & Return Policy.
We offer a 30-day return window, which means you have thirty (30) days from the date your order is delivered to request a return.
2. Return Eligibility
To qualify for a return, your item must:
Be returned within thirty (30) days of delivery;
Be unused and in its original condition;
Include all original packaging, when reasonably possible;
Not be damaged due to misuse, neglect, or improper handling; and
Be accompanied by proof of purchase or your order number.
Items that do not meet these requirements may not be eligible for a refund.
3. How to Start a Return
To request a return, please contact us at:
Please include:
Your order number;
The item(s) you wish to return; and
The reason for your return.
If your return is approved, we will provide instructions for returning your item.
Please do not send returns without first contacting us. Returns received without prior authorization may be refused.
4. Return Shipping
Unless the return is the result of our error (including defective, damaged, or incorrect items), customers are responsible for return shipping costs.
If the return is approved due to:
a defective product,
shipping damage, or
an incorrect item sent by Casa de Queta,
we will work with you to resolve the issue at no additional cost, which may include providing a prepaid return shipping label or another appropriate solution.
5. Damaged, Defective, or Incorrect Items
Please inspect your order promptly upon delivery.
If your order arrives damaged, defective, or incorrect, please contact us as soon as possible at support@casadequeta.com.
To help us evaluate your claim, we may request:
Photographs of the item;
Photographs of the packaging;
Your order number; and
A brief description of the issue.
We will review the information and work with you to provide an appropriate resolution, which may include a replacement, exchange, store credit, or refund, depending on the circumstances.
6. Non-Returnable Items
The following items are not eligible for return or refund:
Personalized or custom-made products;
Gift cards;
Sale or clearance items marked as Final Sale;
Products showing signs of use or wear;
Products damaged due to misuse or improper care.
If you have questions regarding whether a product qualifies for return, please contact us before making your purchase.
7. Candle Returns
For health, safety, and quality reasons, candles may only be returned if they are unused, unlit, and in their original condition.
Candles that have been burned, used, altered, or damaged after delivery are not eligible for return unless they arrived defective or were damaged during shipment.
8. Refunds
Once your return has been received and inspected, we will notify you regarding the status of your refund.
If approved, your refund will be issued to your original method of payment.
Please note that it may take several business days for your financial institution or credit card issuer to process and post the refund after it has been issued.
Original shipping charges are non-refundable unless the return results from our error or a defective product.
9. Exchanges
At this time, Casa de Queta does not offer direct product exchanges.
If you would like a different item, we recommend returning the eligible product for a refund (if approved) and placing a new order through our Website.
10. Order Cancellations
We begin processing orders quickly to ensure prompt shipment.
If you need to cancel an order, please contact us immediately at support@casadequeta.com.
While we will make every reasonable effort to accommodate cancellation requests, we cannot guarantee that an order can be canceled once processing or shipment has begun.
11. International Orders
International customers are responsible for any customs duties, taxes, import fees, or similar charges imposed by their destination country.
Unless otherwise required by applicable law, international shipping charges, customs fees, duties, and taxes are non-refundable.
12. Changes to this Policy
Casa de Queta LLC reserves the right to modify this Refund & Return Policy at any time.
Any changes become effective immediately upon posting the updated policy on our Website unless otherwise required by applicable law.
Your continued use of the Website after any changes constitutes your acceptance of the revised policy.
13. Contact Us
If you have questions regarding this Refund & Return Policy, please contact us at:
Casa de Queta LLC
Houston, Texas, USA
Email: support@casadequeta.com