Returns & Warranty
Built for lasting partnerships between professionals. Clear coverage. Fast resolution.
RobertCASA operates exclusively as a B2B wholesale partner. We do not offer retail-style returns or satisfaction guarantees. Every order is placed with specifications approved, production scheduled, and logistics coordinated as a deliberate business transaction between professionals.
Our B2B Promise
- All orders are binding once production begins
- We do not accept returns due to change of mind or style decisions
- Sample pieces are available at cost + flat-rate shipping for material inspection before bulk orders
- Every wholesale order receives dedicated account management and quality oversight
Quality Inspection Window
Upon delivery, you have 7 business days to inspect all merchandise thoroughly. Check packaging integrity, piece count, condition, hardware, and components.
Issues discovered must be reported within 7 business days. Reports after this window may not be eligible for warranty consideration.
Shipping Damage
- Document immediately — photograph and video all damage
- Note on Bill of Lading before signing
- Contact us within 24 hours with images, video, and signed delivery receipt
Warranty Coverage
| Component | Duration | Coverage |
|---|---|---|
| Structural Frame | 2 Years | Frame warping, joint failures, weld defects, mechanism hardware |
| Upholstery (Fabric & Leather) | 1 Year | Seam separation, leather cracking, filling compression beyond tolerance |
| Hardware & Accessories | 1 Year | Mechanical failures, missing hardware, finish failures on metal |
What Is Not Covered
- Normal wear and tear (surface abrasions, fabric pilling, natural leather patina)
- Improper use or exceeding weight capacities
- Unauthorized modifications or third-party repairs
- Natural material variations (wood grain, leather texture, stone veining, fabric dye lots)
- Acts of nature and inadequate climate control during storage
Claim Process
Documentation
Clear photographs from multiple angles, video for mechanism issues, purchase order number, and delivery date.
Submit Claim
Email your account manager with all documentation. Note timeline sensitivity for active project issues.
Quality Assessment
Our QA team reviews within 3–5 business days. Additional documentation or physical samples may be requested.
Resolution
Replacement component, proportional credit, replacement order, or full credit/refund depending on severity.
Resolution Timeline
- Replacement components: 14–21 business days after claim approval
- Full piece replacements: 30–45 days depending on production schedules
- Rush processing available for time-sensitive projects