Return & Exchange Policy – Bacio&Casa

For ceramic and glass goods made with care

Last updated: May 5, 2026

Our promise to you

Every ceramic cup, every glass vase, every fragile piece we send out is wrapped with love. We know that when you hold one in your hands, you’re holding a small piece of warmth from our world to yours.

But sometimes, even with the best care, accidents happen during shipping – or a piece just doesn’t feel like yours. We’re here to help, gently and without frustration.

Immediate inspection (very important)

Because our products are fragile, please inspect your order within 48 hours of delivery.

If you find any chips, cracks, or breakage, please contact us right away with:info@baciocasa.com

  • Your order number

  • A clear photo of the damaged item (showing the issue)

  • A photo of the inside of the shipping box (packaging condition)

We will send you a replacement or issue a full refund – and we will cover the loss. No need to return the broken piece unless we ask (for safety, please discard it carefully).

This only applies to damage that happens during transit. If the item is intact upon arrival but later broken by accident, we cannot replace it – we know that hurts, and we’re sorry.

Returns for non-damaged items (change of mind)

We understand that a piece may look different online, or simply not fit your space. You have 14 days from delivery to request a return for a refund.

To be eligible:

  • The item must be unused, unwashed, and free of any scratches, chips, or stains.

  • It must be in its original packaging (box, bubble wrap, etc.).

  • We cannot accept returns on custom-made or personalized ceramic/glass pieces (e.g., wedding orders with engraved names or dates) unless they arrived damaged.

How to return:

  1. Email us at info@baciocasa.com with your order number and the item you wish to return.

  2. We will send you the return address (No. 41-4, Jiuhuan Road, Jiubao Town
    Shangcheng District, Hangzhou City
    Zhejiang Province, China) and packing tips.

  3. Please pack the item very carefully – as if you were sending a piece of art. Use the original box and padding, or double-box it. If the item arrives broken because of insufficient packing, we cannot process a refund.

Return shipping costs are your responsibility. We recommend using a trackable shipping method and keeping the receipt.

Refunds for returned items

Once we receive your returned item intact, we will inspect it within 3–5 business days. If approved, your refund will be sent to your original payment method within 7–10 business days. You will receive a confirmation email from us.

Exchanges

Because each ceramic and glass piece is unique (and sometimes handmade), we do not offer direct exchanges. If you want a different color or size, please return the original item for a refund and place a new order.

What is not considered a defect?

Our ceramic and glass items are often made by hand or with artisanal processes. The following are not defects and do not qualify for a return or refund:

  • Tiny bubbles, uneven glaze, kiln marks, or slight color variations (these are signs of authenticity and warmth)

  • Minor differences from the product photos (due to lighting or screen settings)

  • Small specks or dots that occur naturally in clay or recycled glass

We believe these small “imperfections” give each piece its soul. If you prefer machine-perfect uniformity, our collection may not be for you – and that’s okay.

Our return address

Bacio&Casa
No. 41-4, Jiuhuan Road, Jiubao Town
Shangcheng District, Hangzhou City
Zhejiang Province, China

Please do not send any returns without contacting us first. We will confirm the address and provide a return authorization.

A gentle reminder

We are a small, independent brand. Every piece is packed by human hands that care. If a returned item shows signs of use (water spots, fingerprints, scratches) or is broken due to poor repacking, we cannot issue a refund. We know you understand – and we thank you for treating our pieces with the same love we do.