Sales & Refunds Terms and Conditions

Last updated: March 20, 2024

Thank you for shopping at Castlery! We appreciate that you're looking to buy the cool stuff we love to build. We also want to make sure you have a rewarding experience while exploring, evaluating, and purchasing our products.

As with any shopping experience, there are terms and conditions that apply to transactions at Castlery. By placing an order or making a purchase at Castlery, you agree to the terms set forth below along with Castlery’s Privacy Policy and Terms of Use. Please note that Castlery has a zero tolerance policy for inappropriate behavior. Abusive, inappropriate, or harassing behavior toward Castlery associates will not be tolerated in any form. Any behavior deemed inappropriate toward any Castlery associates may result in order cancellations, blocked communications, refusal of service, or other actions necessary to ensure the safety, comfort, and respect of all Castlery associates.

I. 14-DAY RETURN POLICY

We fundamentally believe you will be thrilled with the products you purchase from Castlery. That’s because we go out of our way to ensure that they’re designed and built to be just what you need. We understand, however, that sometimes a product may not be what you expected it to be. In that event, we invite you to review the following terms related to returning a product.

The Return

Return requests can only be made within 14 days of the date you've received the item. To initiate this request, please contact us so that we can facilitate the return. Please note that the policy is subject to the conditions below:

1. There is a 20% restocking fee charged per returned item; this fee is deducted from your refund.
2. Only items in as-new condition can be returned. Products with scratches, stains, damages, drilling, or any other modification will not be accepted. We reserve the right not to refund a product that, in our reasonable opinion, has become of unacceptable quality due to fair wear and tear, misuse; or as a result of failure to take reasonable care of the product.
3. Please return the items in the original packaging, which is designed carefully to avoid shipping damages. If you have already discarded the original packaging, you can use the best packaging material that you can find to package the item sufficiently to avoid damage in transit back to us. An additional $50 repackaging fee per item will be charged for returned items without its original packaging. We encourage customers to photograph the items scheduled for return and the condition of the packaging before handing them over to our delivery partners.
4. We are unable to accommodate returns / exchanges / refunds for the following items:
   • Any item marked as 'Clearance' or specified as on 'Final Sale'
   • Any form of Display items
   • Any item described as "Customized" or "Customizable"

Upon receiving your order, kindly inspect your products carefully for any damages. All quality-related issues must be reported within 14 days of receiving your items. Cases submitted after this timeframe may not be accepted and will be subjected to shipping fees and tech fees in the event that your item needs to be replaced.

Additionally, rather than offering exchanges should you decide you would like to return a product, Castlery shall process all exchanges as normal returns per the guidelines outlined in the Return Policy. You may then choose to purchase a new item at your convenience.

The Refund

Please note that there is a 20% restocking fee for all returned items; this fee is deducted from your refund.

Shipping fees as well as additional service fees paid for Room of Choice or White Glove service will not be refunded. You may also be charged a $50 repackaging fee per item if item is not returned in its original packaging.

Refund will commence within 7 business days after all returned items have been sent back to our warehouse. Where possible, funds will be processed back in the same way they were paid to Castlery, i.e. back to your Credit Card, PayPal or Bank Account. For credit cards, depending on your card issuer’s policy, it may take up to 3 to 5 business days for the refund to appear on your account. However, refunds for some banks may only be reflected in your next monthly statement.

II. ORDER CHANGE OR CANCELLATION

If you decide to change or cancel your order, please contact us any time before your shipment is processed to avoid incurring additional charges. You will receive a reminder in advance that your shipment is ready to be processed, and you will have 24 hours to request changes or cancellation without incurring charges. After that, your shipment will be processed and any changes or cancellation from thereon will incur a 20% restocking fee.

In the event you wish to cancel your existing order and place a new order, kindly note that a new 'Estimated Delivery’ date will be given at the time of new purchase.

Cancellation of Orders with Discount Voucher

If you cancel any item(s) in your order with a discount voucher/coupon applied, you will be refunded only the final paid price after the applied discount – which is apportioned among the items in your order according to their respective value. The value discount will be apportioned in this manner: (Each line item’s purchase price / total order value) x discount voucher value.

Upon cancellation of item(s) in your order, the whole absolute-value of the discount voucher which was initially applied will not be re-issued or re-apportioned to the remaining item(s) in the revised order. Your remaining item(s) are still entitled to the discount value that was initially apportioned per line item before the cancellation of item(s) in your order.

Discount codes and vouchers are single-use only. They cannot be transferred or reused in any manner.

The above Order Change and Cancellation Policy may not necessarily be applicable to all products. For cancellation details pertaining to a specific product, please refer to the Product Info section in its product page. “Display”, "Customized" or "Customizable" items are not eligible for cancellation.

Please contact us to process this request.

Restocking Fees

Please note that a restocking fee of 20% will be applied to cover the costs of processing and handling the returned item(s). This includes shipping the item back to our warehouse and/or one of our partners. We take pride in finding new homes for returned items whenever possible, and after a thorough review, we may decide to donate or resell the item to a trusted third-party partner. This helps reduce waste and ensures that the item finds a new home.

MULBERRY WARRANTY

We understand that “oops” situations are part and parcel of everyday life, and that’s why we’ve partnered with Mulberry to provide you with Mulberry’s Extended Protection Plans.

Purchased a plan and had a change of mind? No worries. You will receive a 100% refund if you let us know within 30 days upon receiving your Castlery product(s). Kindly note that beyond the 30th day, all refunds will be prorated on a yearly basis. The below table is an example based on a $125 five-year plan:

In the event a claim has been successfully filed over the duration of your warranty plan, please be informed that we will not be able to process any refunds or cancellations. For assistance, please reach out to us at help.us@castlery.com

III. PRICES, PAYMENT AND TAX

All prices listed on product webpages are in US dollars before sales tax. We accept payment by Visa, MasterCard, Amex and PayPal.

For orders made on Massachusetts Tax-Free Weekend (14 - 15 August 2021), please email help.us@castlery.com with your order number for tax refunds. Please take note that orders must fulfil either of the following to be eligible for tax refunds:​
• Order with a final payable amount of less than $2,500​
• Order comprised of all products below $2,500​

Our team will respond to the request within 3-5 working days and manually process the refund for eligible orders.

IV. PRICING AND PRICE REDUCTIONS/CORRECTIONS

Castlery reserves the right to change prices for products displayed at any time, and to correct pricing errors that may inadvertently occur.

V. ORDER ACCEPTANCE/CONFIRMATION

When making an order, you must possess a valid credit or debit card and have registered an account on our website. To place an order, you should follow the given instructions. Castlery may, in its sole discretion, refuse or cancel any order and limit order quantity.

Castlery may also require additional qualifying information prior to accepting or processing any order. Once we receive your order, we’ll provide you with an email order confirmation sent to the email address on file. Your receipt of an order confirmation, however, does not signify Castlery’s acceptance of your order, nor does it constitute confirmation of our offer to sell; we are simply confirming that we have received your order. Castlery reserves the right at any time after receiving your order to accept or decline your order for any reason. If Castlery cancels an order after you have already been billed, Castlery will refund the billed amount.

Irrespective of any previous price you have seen or heard, once you select a product that you wish to order, you will then be shown the charges you must pay, if applicable, and any applicable delivery charges.

You must pay for the product in full when placing an order by one of the payment methods we provide on the website. In any event, we shall not be bound to accept the order before we have received the funds in full.

You undertake that all details you provide to us for the purpose of purchasing the product from us will be correct, that the credit or debit card, or account or other payment methods which you use is your own and that there are sufficient funds or credit facilities to cover the cost of the product. We reserve the right to obtain validation of your payment details before providing you with the product.

When you submit an order to the website, you agree that you do so subject to these terms and conditions current at the date you submit your order. You are responsible for reviewing the latest terms and conditions each time you submit your order.

VI. DELIVERY

Please view the Delivery page to learn about how and when you will receive the products you purchased from Castlery. Since the actual delivery of your order can be impacted by many events beyond Castlery’s control once it leaves our facilities, Castlery cannot be held liable for late deliveries. We will, however, work with you to ensure a smooth delivery.

Once your order has been handed over to the carrier for delivery, you will receive a shipment notification with a delivery date. You can track your order status on our website.

VII. OUR PRODUCT INFORMATION

We endeavor to ensure that all the products on our website are accurately described, and we rely on information provided to us by our suppliers. Unfortunately, on some occasions, it is possible that our website will contain errors and we reserve the right to correct any errors or inaccuracies at any time, including after you have placed an order.

In some cases, the products we offer for sale are hand-made or made from natural or organic materials, and there may be small variations between the product image(s) and the product you receive. This will always be stated on the individual product listing.

We endeavor to ensure that all colors are displayed accurately, but you should be aware that colors may appear slightly differently on different displays and screens. The shade of color from screen to screen is not a fault or error.

We aim to update our website regularly and may change the content at any time. If the need arises, we may suspend access to our website, or close it indefinitely. We will use reasonable endeavors to ensure our website contains accurate information and content, however, we reserve the right to update our website as soon as an inaccuracy or error is brought to our attention.

VIII. CONDITIONS FOR THE REDEMPTION OF PROMOTIONAL VOUCHERS

From time to time we may release promotional vouchers that may be used on the website. Promotional vouchers can only be redeemed on the website in accordance with the special terms and conditions stated on them.

Promotional vouchers are valid for the specified period stated on them only, can only be redeemed once and cannot be used in conjunction with other offers (including, for the avoidance of doubt, sales, promotions and other vouchers). Individual brands may be excluded from voucher promotions.

The credit of a promotional voucher cannot be used to pay for products from third parties.

If you place an order for a product less than the value of the promotional voucher, no refund or residual credit will be returned to you.

The credit of a promotional voucher does not accrue interest nor does it have a cash value.

If the credit of a promotional voucher is insufficient for the order you wish to make, you may make up the difference through payment by other means (but not by using another promotional voucher or attempting to rely on any other offer). Please note that only one promotional voucher can be used per order.

Promotional vouchers are applied to the invoice as a whole. Accordingly, in circumstances where multiple products are purchased using a voucher, and one or more items are returned, the discount is applied on a pro rata basis to each item for the purpose of establishing refund values.

IX. 30-DAY PRICE PROTECTION POLICY

Should an item within your order go on sale, Castlery offers a 30-Day price protection policy from the date of purchase. Please note that this excludes limited-time price reductions, such as those that occur during special sales events. Additionally, this policy does not apply to any bundle sales or in conjunction with on-going promotions (refer to Promo T&C Page).

You will have to email us at help.us@castlery.com with your sales order number within 30 days from the date of purchase. Once verified, store credits* will be applied to your account for the value of the difference between the price you were charged and the current selling price able to be redeemed for a discount code voucher for a future purchase (*refer to Store Credits T&C).

Cash refunds are not available under this policy. If you choose to cancel your order to re-order under a new promotion, we will be unable to transfer your allocated stock. A new order means a new allocation, which may push back your delivery date. Please note that the 30-Day price protection policy is done at Castlery's sole discretion and is not guaranteed.

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