claims

Due to the fully customized nature of our services and products, all claims must be submitted in accordance with the following process. This applies to both residential and commercial clients.

Submiting Claim

Claims may be considered only when:

A manufacturing defect is identified that significantly affects the structural integrity or functionality of the item.
The claim is submitted within 5 business days of delivery/installation. Any issues reported after this window cannot be considered.
Photographic or video evidence clearly shows the issue in context (entire product + detailed close-ups).

To initiate a claim, please email us at info@vale-casa.com with:

Your full name and invoice number
Description of the issue
Photos and/or video
Overview of the installation or delivery context

Our team will assess the issue and respond within 5–10 business days.

Important Notes

Minor aesthetic discrepancies such as wood grain variation, small natural cracks, or finish inconsistencies are part of the handmade process and are not considered defects.
Valecasa does not accept returns or exchanges. Every piece is made to order and crafted specifically for each client’s space.
Clients will receive a detailed Care & Defect Evaluation Guide (PDF) upon delivery to support maintenance and clarify what is considered a valid defect.
We do not cover damages resulting from: improper handling or installation by third parties, extreme climate exposure, excessive humidity or sunlight, accidents, misuse, or negligence.

Warranty

Warranty Coverage

Our warranty is limited and applicable only to structural elements as outlined below. Cosmetic issues, visual preferences, or natural material behavior are not warrantied.

Warranty Coverage Table

Component	Warranty Duration	Coverage
Solid Wood Frames	3 Years	Structural failure due to workmanship. Minor surface cracks, grain differences, or color shifts are excluded.
Loose Furniture (Chairs, Tables, Cabinets)	2 Years	Structural integrity. Movement from humidity, uneven surfaces due to wood warping, and finish wear are excluded.
Fitted Joinery (Wardrobes, Kitchens, Built-Ins)	2 Years	Major functional faults (e.g. hinge failure, drawer collapse). Everyday wear or usage friction is excluded.
Hardware (Handles, Hinges)	1 Year	Failure of mechanical operation. Finish changes or patina over time are considered normal.
Finishes & Paints	No warranty	Natural aging, patina, sun exposure, or touch-up mismatches are part of the nature of our materials.
Stone, Marble, Veneer	No warranty	Veining, surface texture, tone variation, and minor chips or cracks are not covered. Natural materials behave uniquely and change over time.

Responsibilities & Limitations

Shipping Damage: Must be noted at the time of delivery. Signature upon delivery confirms acceptance of goods in condition received.
Client Receivers: If you use a third-party receiver or installer, ensure they are informed of our guidelines. Damage caused during unpacking, storage, or transit to the final site is not our responsibility.
Custom Orders: Any deviation from the approved drawings or finishes must be communicated prior to production. Post-production modifications are subject to new quotes.

No Warranty Elements

Natural stone discoloration, surface pits, or edge chips
Painted or limewashed surfaces
Veneer lifting from prolonged humidity exposure
Brass or metal patina, oxidation, or scratches from daily use
Leather or fabric cushions (unless otherwise stated in third-party supplier terms)