Terms of service

TERMS AND CONDITIONS
Last Updated: 28-06-2026

TABLE OF CONTENTS

  1. Introduction
  2. Company Information
  3. Applicability
  4. Products and Ordering
  5. Prices and Payment
  6. Right of Withdrawal
  7. Returns and Refunds
  8. Delivery and Shipping
  9. Product Descriptions and Accuracy
  10. Intellectual Property
  11. Limitation of Liability
  12. Privacy and Data Protection
  13. Force Majeure
  14. Complaints Procedure
  15. Amendments to Terms
  16. Severability
  17. Governing Law
  18. Dispute Resolution
  19. Contact Information
  20. Consumer Rights Summary
  21. Model Cancellation Form

These Terms and Conditions govern the sale of products by Casa & Cosy to consumers through the website casacosyshop.com. By placing an order, you enter into a legally binding contract with us, as identified in Section 2.

In these Terms and Conditions, the following definitions apply:

Consumer: A natural person who is not acting for purposes relating to their trade, business, craft, or profession.

We/Us/Our: Casa & Cosy, operated by Stenaux, as identified in Section 2.

You/Your: The consumer placing an order through our website.

Withdrawal Period: The period during which you may exercise your right of withdrawal, as described in Section 6.

Day: Calendar day, including weekends and public holidays, unless expressly stated otherwise.

Distance Contract: A contract concluded between us and you through our website, without face-to-face contact.

  1. COMPANY INFORMATION

Trading Name: Casa & Cosy
Company Name: Stenaux
Company Registration Number (KVK): 42005829
VAT Number: NL869248984B01
Registered Company Address: Vlagzalm 50, 1562 KB Krommenie, Netherlands
Customer Service E-mail: info@casacosyshop.com
Phone: +44 7735388655

Customer Service Hours: Monday to Friday, 09:00 – 17:00

We aim to respond within 1 business day.

Casa & Cosy is the seller of all products offered on this website. We source our products directly from carefully selected manufacturers and are fully responsible for the sale, customer service, and after-sales support of every order placed through our website.

  1. APPLICABILITY

These Terms and Conditions apply to every offer made through our website and to every distance contract between us and you.

Before the contract is concluded, these Terms and Conditions are made available to you in a way that allows you to store them on a durable medium.

Should any provision of these Terms and Conditions be found invalid or unenforceable, the remaining provisions shall remain in full force and effect. Any situations not covered by these Terms and Conditions shall be assessed in the spirit of these Terms and Conditions.

  1. PRODUCTS AND ORDERING

All products on our website are presented with a complete and accurate description to enable you to make an informed purchasing decision. Images are for illustrative purposes, and minor variations in colour, size, material, or detail may occur due to screen settings or production batches. Such variations do not constitute a defect.

Where an offer has a limited period of validity or is subject to conditions, this shall be expressly stated in the offer. Obvious errors or mistakes in the offer are not binding.

The contract between us and you is concluded when you place an order through our website and we confirm receipt of that order by e-mail.

We reserve the right, within the limits of the law, to refuse orders or attach conditions to them where necessary.

  1. PRICES AND PAYMENT

All prices displayed on our website include applicable taxes, unless stated otherwise.

Payment is due at the time of placing the order. We accept the following payment methods: PayPal, Klarna, Visa, Maestro, Mastercard, American Express, Apple Pay, and Google Pay.

All transactions are processed securely through external payment service providers. We do not store your complete payment details.

By placing an order, you enter into a binding payment obligation. Unauthorised chargebacks do not release you from the payment obligation. In the event of unauthorised chargebacks, we reserve the right to take appropriate legal action.

  1. RIGHT OF WITHDRAWAL

You have the right to cancel your order within 60 calendar days from the day you, or a person nominated by you, receive the goods, without giving any reason.

To exercise your right of withdrawal, you must inform us at info@casacosyshop.com with a clear statement of your decision to cancel.

During the withdrawal period, you shall handle the product and its packaging with care. The product may only be unpacked or used to the extent necessary to assess its nature, characteristics, and functioning.

Products must be returned in their original condition: unused, undamaged, with all accessories included, and where possible in the original packaging.

After notifying us, you must return the product without undue delay and retain proof of postage, such as a tracking number.

Exceptions: The following items may be excluded from the right of withdrawal, unless they are defective: personalised or custom-made products, sealed hygiene products whose seal has been broken, and products that cannot be returned for health or hygiene reasons after opening.

  1. RETURNS AND REFUNDS

Costs of Return: Where you exercise your right of withdrawal, you shall bear the direct costs of returning the goods, unless the goods are defective, damaged, or incorrectly delivered.

Please contact our customer service team at info@casacosyshop.com before returning any items, so we can provide you with the correct return address and specific return instructions.

Refund Timeline: Your refund shall be issued as soon as possible after we have received the returned goods or proof of return shipment. The refund shall be made via the same payment method used for the original purchase, unless otherwise agreed.

Diminished Value: Any diminished value of the goods resulting from handling beyond what is necessary to establish the nature, characteristics, and functioning of the goods may be deducted from the refund.

Faulty or Incorrectly Delivered Goods: If your item is faulty, damaged, or not as described, please contact us at info@casacosyshop.com with your order number and clear photos or videos of the issue. We will assess the situation and offer an appropriate solution, such as a refund, replacement, or other suitable resolution.

Exchanges: We do not offer direct exchanges. To exchange an item, please return it following the standard return procedure and place a new order on our website.

  1. DELIVERY AND SHIPPING

We exercise the utmost care in the execution of orders. The delivery address provided at the time of the order shall be binding.

Order Processing: Orders are processed within 1–2 business days.

Delivery Time: Once dispatched, delivery takes approximately 5–8 business days. The total time from placing your order to receiving your parcel is approximately 6–10 business days, including processing.

Product Origin: Our products are packed and shipped directly from our fulfilment centre in China. The stated delivery time of 6–10 business days already accounts for this international shipping route.

Order Tracking: Once your order has been dispatched, you will receive an e-mail with a tracking link, allowing you to check the status of your delivery at any time.

Cancellation: You may contact our customer service team as soon as possible if you wish to cancel your order. If the order has already been processed or dispatched, it must be returned following the standard return procedure.

Delivery times are estimates. External factors such as customs inspections, weather conditions, and transport carrier delays may cause delays beyond our control.

  1. PRODUCT DESCRIPTIONS AND ACCURACY

We take great care to ensure that product descriptions and images on our website are as accurate as possible. However, minor variations in colour, texture, size, or detail may occur due to differences in screen settings, lighting, or production batches.

Such variations do not constitute a defect and are not grounds for a return, unless the product is materially different from its description.

  1. INTELLECTUAL PROPERTY

All content on our website, including but not limited to text, images, logos, product photography, and website design, is the property of Casa & Cosy, Stenaux, or its content suppliers and is protected by applicable intellectual property laws.

You may not reproduce, distribute, copy, or use any content from our website without our prior written consent.

  1. LIMITATION OF LIABILITY

Nothing in these Terms and Conditions excludes or limits our liability where such exclusion or limitation is not permitted by law.

Subject to the above, our total liability to you for any claim arising out of or in connection with a contract shall not exceed the total amount paid by you for the relevant order.

We shall not be liable for any indirect, incidental, special, or consequential damages arising out of or in connection with the use of our website or the purchase of our products.

  1. PRIVACY AND DATA PROTECTION

We are committed to protecting your personal data in accordance with applicable data protection laws.

For full details on how we collect, use, and protect your personal information, please refer to our Privacy Policy.

  1. FORCE MAJEURE

We shall not be liable for any failure or delay in performing our obligations under these Terms and Conditions where such failure or delay results from circumstances beyond our reasonable control, including but not limited to natural disasters, pandemics, war, terrorism, strikes, government actions, failures of third-party suppliers or carriers, and disruptions to communication or transportation networks.

  1. COMPLAINTS PROCEDURE

If you have a complaint about any aspect of your order or our service, please contact us at info@casacosyshop.com with a full and clear description of your complaint.

We aim to respond within 1 business day and will do our best to provide a suitable solution as soon as possible.

  1. AMENDMENTS TO TERMS

We reserve the right to amend these Terms and Conditions at any time. The amended version shall be published on our website with an updated “Last Updated” date.

Changes shall not apply retroactively to orders already placed.

  1. SEVERABILITY

If any provision of these Terms and Conditions is found to be invalid, illegal, or unenforceable by a court of competent jurisdiction, such provision shall be deemed modified to the minimum extent necessary to make it valid and enforceable.

If such modification is not possible, the provision shall be deemed deleted. The validity and enforceability of the remaining provisions shall not be affected.

  1. GOVERNING LAW

These Terms and Conditions and any contracts concluded under them shall be governed by the laws of the Netherlands, unless mandatory consumer protection laws in your country of residence provide otherwise.

  1. DISPUTE RESOLUTION

Before initiating legal proceedings, we encourage you to contact us directly at info@casacosyshop.com to attempt to resolve the matter amicably.

  1. CONTACT INFORMATION

If you have any questions about these Terms and Conditions, your order, or our products, please contact us:

Trading Name: Casa & Cosy
Company Name: Stenaux
Company Registration Number (KVK): 42005829
VAT Number: NL869248984B01
Registered Company Address: Vlagzalm 50, 1562 KB Krommenie, Netherlands
Customer Service E-mail: info@casacosyshop.com
Phone: +44 7735388655

Customer Service Hours: Monday to Friday, 09:00 – 17:00

We aim to respond within 1 business day.

  1. CONSUMER RIGHTS SUMMARY

As a consumer, you have statutory rights that cannot be excluded or limited by these Terms and Conditions.

You have the right to cancel a distance contract within 60 days of receiving the goods, without giving any reason, unless a legal exception applies.

Goods must be as described, fit for purpose, and of satisfactory quality. If goods are faulty, damaged, or incorrectly delivered, please contact us so we can provide an appropriate solution.

  1. MODEL CANCELLATION FORM

Complete and return this form only if you wish to withdraw from the contract.

To: Casa & Cosy / Stenaux
Registered Company Address: Vlagzalm 50, 1562 KB Krommenie, Netherlands
E-mail: info@casacosyshop.com

I/We hereby give notice that I/We cancel my/our contract of sale of the following goods:

Order Number:

Ordered On / Received On:

Name of Consumer(s):

Address of Consumer(s):

Signature of Consumer(s), only if this form is submitted on paper:

Date:

These Terms and Conditions apply to distance selling at Casa & Cosy and are to be read in conjunction with our Privacy Policy, Shipping Policy, and Refund Policy.