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30-day free returns and 365-day returns for unused products

Return requests made within 30 days of delivery qualify for free return transport. Contact us to arrange the return. From day 31 through day 365, unused products can be returned with return transport paid by the buyer.

You may request a return or exchange within 365 days after delivery. Under this voluntary extended offer, the product must be unused, undamaged and complete with its accessories. A stove that has been fired or used is not eligible. Products made to your individual specifications or clearly personalised are excluded. These conditions do not restrict statutory cancellation or faulty-goods rights.

Request a return

Email info@casanovae24.com with your order number, product and whether you prefer a refund or exchange. We provide an RMA reference, instructions and any return form required for the extended offer. Include your invoice and payment receipt or other proof of purchase. A reason is not required. An RMA or prior approval is not required to exercise a statutory right of withdrawal.

Return transport and packaging

For change-of-mind return requests made within 30 days of delivery, we cover return transport. For requests made from day 31 through day 365, you pay the direct return transport costs. The estimated cost to return a stove from Europe to our Bulgarian warehouse is EUR 70–130, depending on country and weight. We confirm the quote before booking collection on your behalf. You may also use a suitable carrier of your choice.

Pack the product securely with protective packaging and a pallet where appropriate, including all accessories. Original packaging is recommended; equivalent protection is acceptable. To the extent permitted by law, you are responsible for damage caused by inadequate packaging. Missing original packaging does not by itself remove statutory rights.

Return address:
CasaNovae24 / PIPE CONSTRUCTION EOOD
12 Atanas Burov Street
9154 Aksakovo
Bulgaria

Inspection, refunds and exchanges

We inspect returned products and inform you of the outcome. For the voluntary extended offer, eligible refunds are processed within 14 working days after receipt. Refunds use the original payment method without a processing fee. Your bank may take up to a further 7 days. Exchanges depend on availability and agreement on any price difference.

Under the extended offer, we refund the product price. Separately charged original delivery services are not refunded. We do not deduct a hidden outbound delivery charge where standard delivery was included in the price. Any collection cost we arrange is agreed beforehand.

Statutory cancellation rights

Where the statutory 14-day right of withdrawal applies, you may cancel without giving a reason by sending a clear statement within 14 days after receiving the goods. Send the goods back within 14 days after notifying us, unless we arrange collection. Statutory exceptions, including goods made to your specifications or clearly personalised, apply where permitted by law.

You may inspect goods as necessary to establish their nature, characteristics and functioning. Where permitted by law, you are liable only for diminished value caused by handling beyond that inspection. The unused-product condition of the extended offer does not replace these statutory rules.

For statutory withdrawals, we reimburse payments, including any charge for our least expensive standard outbound delivery, within 14 calendar days of your cancellation notice. Premium delivery supplements need not be reimbursed. Where legally permitted, we may wait until we receive the goods or evidence of return, whichever is earlier, unless we offered to collect them. We cover return transport for return requests made within 30 days of delivery, including statutory withdrawals. The return-cost rules for days 31–365 are set out above.

Faulty, damaged or incorrectly supplied goods

Contact us with order details and a description; photographs can help. We bear necessary return transport costs for valid claims involving faulty, damaged or incorrectly supplied goods and provide the remedy required by law. These rights are separate from the 365-day offer.

2-year warranty

Our stoves come with a 2-year warranty from delivery. Email info@casanovae24.com with your order number, model and fault description. Keep proof of purchase and the documentation supplied. Follow the manufacturer's installation, operation and maintenance instructions.

Your consumer rights

This policy and warranty are additional to statutory cancellation, refund and consumer guarantee rights. Mandatory rights and longer protection applicable in your country remain unaffected.

Seller

PIPE CONSTRUCTION EOOD
Company registration number (EIK): 148014466
VAT number: BG148014466
Registered address: 16 Andromeda Street, Zvezditsa, Bulgaria
Email: info@casanovae24.com

The registered address differs from the return address above.

Existing orders and prior promises

These updated terms apply to new orders from 22 September 2026. Earlier orders retain the conditions agreed when purchased. If your order, checkout or the offer under which you purchased expressly promised free returns, we honour that promise.