If your order arrives damaged, incomplete, or different from what you ordered, please inform us within 48 hours of delivery by emailing info@lacasadicembre.com.
You’ll receive an automatic reply—please respond to that email by attaching a clear photo of the package, showing the shipping label and the items received, including any visible damage.
We will handle your case as a priority and apologize in advance for any inconvenience this may cause.
If you’ve followed all instructions but the product is not functioning correctly, contact our support team at info@lacasadicembre.com.
Once you receive our automated reply, kindly respond by sending a photo or video clearly demonstrating the problem, such as the device not powering on, not charging, or failing to connect properly.
If you cannot show the issue through video, we may ask you to return the item to our warehouse for technical inspection.
Note: Return shipping costs are the responsibility of the sender. Cash-on-delivery (COD) returns will not be accepted.
If you are not satisfied with how a complaint was resolved, or if a mutual agreement cannot be reached, you have the right to escalate your case through the European Online Dispute Resolution (ODR) platform, available at:
https://ec.europa.eu/consumers/odr
Please note: Only complaints that meet all the criteria mentioned above will be eligible for review and resolution.
For additional information, please consult our General Terms and Conditions and Cookie Policy, available via the links at the bottom of this website.