Return and Refund Policy

1. Commitment and General Scope

At Casa Rei Technology & Services LLC, we strive to deliver products of the highest standard, encompassing proprietary software developments, digital assets, and physical collectible goods. This policy establishes the guidelines for returns, replacements, and refunds applicable to all purchases made through our website (rei.casa) and integrated channels.

2. Digital Products (Software, Licenses, Audio and Ebooks)

Due to the intangible nature and immediate delivery of digital goods and license keys, purchases of software, digital magazines, downloadable audio tracks, and ebooks are considered final and non-refundable once the download link has been accessed or the license key has been generated.

Exceptions & Warranty: Exceptions: Refunds or replacements are considered only in cases of verified critical technical defects preventing the product from functioning, which our support team is unable to resolve within 7 business days of notification, or in the case of inadvertent duplicate billing.

3. Direct Physical Products (Handmade Crafts & Official Merchandise)

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Return Window: Return Window: Customers have a 30-day calendar period from the date of confirmed delivery by the shipping carrier to initiate a return request.
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Item Condition: Item Condition: To qualify for return, items must be in brand-new, unused condition, in their original packaging, including all tags, inserts, and accompanying accessories.
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Defective or Transit Damage: Defective or Damaged Products: If the item arrived defective or damaged in transit, Casa Rei covers 100% of the return shipping costs and will immediately dispatch a free replacement or issue a full refund according to the customer's preference.
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Customer Remorse / Preference: Buyer Remorse / Change of Mind: For voluntary returns based on customer preference, the buyer is responsible for return shipping costs. Casa Rei does NOT charge any restocking fee (Restocking Fee: $0.00).

4. Print & Manufacture On-Demand Physical Products (Kunaki & ElasticStage)

On-Demand Music Discs, Vinyl & DVDs: Physical media (audio CDs, jewel-case DVDs, and vinyl records) purchased on our store and manufactured via integrated on-demand providers such as Kunaki and ElasticStage are produced exclusively upon receipt of each individual order.

Because these items are custom-manufactured on demand, cancellations or returns based on buyer remorse, inadvertent order placement, or change of preference cannot be accepted once manufacturing or shipping has been initiated.

Kunaki & ElasticStage Quality Commitment: Quality Guarantee & Free Replacement: If your media arrives with physical manufacturing defects (factory-scratched discs, cracked cases, pressing flaws, or warping affecting playback) or transit damage, simply notify us within 30 days of delivery with photos or video proof. Upon verification, we will issue a complete replacement order shipped directly to you at zero additional cost.

5. Purchases via Third-Party Platforms (Amazon KDP, Etsy, and Others)

Amazon (Kindle Direct Publishing / Libros Físicos & Audio)

Amazon (Kindle Direct Publishing, Print Books & Audiobooks): For items where the customer is redirected to purchase on Amazon, the transaction, shipping, warranty, and return procedures are governed exclusively by Amazon.com's Return Policies. Returns, replacements, and refunds must be managed directly through the customer's Amazon account (typically within Amazon's standard 30-day return window).

Etsy (Artesanías y Coleccionables)

Etsy: Orders placed through Casa Rei's official Etsy storefront fall under the Etsy Purchase Protection program and the specific shop policies stated on Etsy.

Other External Channels: Transactions completed on external third-party platforms are governed by the respective platform's policies and payment terms.

6. Return Methods, Shipping Costs and Restocking Fees

Delivery Mode: Return Method: All authorized physical returns must be shipped by mail/courier service (By mail). In-person drop-offs are not available.

Return Shipping Labels:

For defective or damaged items: Free for the customer (Casa Rei provides a prepaid return shipping label or covers carrier costs).
For customer remorse / change of mind: Customer's responsibility using a trackable shipping carrier.

Restocking Fee: $0.00 (We do not charge any restocking fees).

Exchanges: Yes, we accept exchanges and direct replacements for defective or damaged items.

7. How to Initiate a Return

Step 1

Step 1: Contact Support. Prior to sending any merchandise, send an email to [email protected] or open a ticket at rei.casa/support containing your Order ID, purchase email, reason for return, and clear photographs in case of damage.

Step 2

Step 2: RMA Authorization. Our support team will review your request within 24 to 48 business hours and provide a Return Merchandise Authorization (RMA) number along with return address details.

Step 3

Step 3: Dispatch. Package the product securely to prevent transit damage and ship via a trackable service.

8. Refund Processing Times

Upon receiving and inspecting the returned item at our facilities, or upon approving a verified damaged media report, we will notify you of the approval within 2 to 3 business days. Refunds are credited directly to your original payment method (credit/debit card, Stripe, or PayPal). Bank processing times typically take 5 to 10 business days depending on your financial institution.