Castle & Co. Décor
Returns & Refunds
Return Policy
If you receive a damaged or incorrect product, we gladly offer replacements or refunds for the purchased item, deducting only the freight cost based on the invoice value. For any inquiries, please contact us at castlencodecor@gmail.com.
Breakages
If your product arrives damaged during transit, please provide an uncut unboxing video of the product and share it via WhatsApp at +91 9779953999 within 24 hours of delivery. We will promptly take care of the issue for you.
To ensure the safe return of the broken product, kindly keep the original packaging with all foam and cushioning intact.
Cancellation
If you wish to cancel an order for any reason, please email us at castlencodecor@gmail.com or call us at 919779953999 within 12 hours of placing the order. Please note the following important information:
- Order Changes: Orders cannot be cancelled or altered after 12 hours of placing them. Once an order is packed or shipped, cancellation is not possible, and it will be treated as a return if rejected upon delivery. For COD (Cash on Delivery) orders, Castle & Co. Décor reserves the right to deny future orders.
- Hand-Made Products: Our hand-made products may have slight differences in texture, colour & size.
These natural variations are not considered defects but rather add uniqueness to each piece. We encourage ourcustomers to appreciate the individual craftsmanship of these products. - Prepayment for High-Value Orders: For all orders above Rs. 25,000, we may require a good faith prepayment of 25% of the total invoice amount.
- Furniture Orders: Furniture is custom-made, and a minimum prepayment of 50% of the total invoice
amount is necessary.
Our return policy allows you to request a return within 3 days from the date you receive the product. You can initiate a return if you encounter any of the following issues: damaged product, manufacturing defect, or incorrect product. The 3-day time frame starts from the date the product was delivered, as confirmed by our logistics team or courier partners.
To initiate a return, please contact us at castlencodecor@gmail.com or call 919779953999 between 11 AM and 8 PM.
We are here to assist you with the return process. To help us understand the reason for your return, please send us 2-3 images of the product. You can send these images to castlencodecor@gmail.com. Our Quality Assurance team will review the images to determine if the product is eligible for return. After receiving your return
request along with the pictures, we will process and respond to your request within 2-3 days. If your return request is accepted, we will arrange a pickup for the product.
The pickup process usually takes about 2-3 working days, and it will be delivered to our warehouse within 7-10 days. Once the product is back at our warehouse, our quality assurance team will inspect it, and the refund process will begin within 2-3 days.
The refund will be processed to your bank account. Items bought on sale are considered non-returnable and non-refundable. Here are the important points to remember when returning a product: Return with Original Packaging, including tags, barcodes, accessories, manuals, warranty cards, shipping label & invoice. The product should be unused and in its original condition when returning it.
Refunds
Once we receive the merchandise back at our warehouse, all approved refunds will be processed within 3–4 days.
Refunds will only be raised in cases where an incorrect product has been sent or the product has been damaged during transit. For any damage or transit-related issue, an unboxing video is mandatory as proof. The unboxing video must clearly show the condition of the package and product from the time the package is opened. Without a valid unboxing video, claims for damage during transit may not be eligible for a refund.
For prepaid orders, the approved refund will be directly credited back to the original payment method. If you paid via Cash on Delivery (COD), the refund will be made through NEFT transfer; kindly provide your account details for the transfer.
Please allow 7–8 days for the refunded amount to reflect in your account statement.
Items purchased on sale are considered non-returnable and non-refundable. For eligible returns, the product must be unused and returned in its original condition with all original packaging, including tags, barcodes, accessories, manuals, warranty cards, shipping label and invoice.
We are committed to our stated delivery timelines; however, for furniture orders, a delay of 10–15 days may occasionally occur due to unforeseen circumstances during production, finishing, quality checks or transportation.
As furniture is made specifically against the confirmed order, no changes or cancellations due to a change of mind will be accepted once customisation or production has commenced. We therefore request customers to carefully confirm all specifications and customisation details before placing the order.
Payment & Delivery Policy
Castle & Co. Décor reserves the right to withhold delivery of any order in the following cases:
1. Cash on Delivery (COD) Orders: If a customer refuses to accept or complete the COD payment at the time of delivery, the company is under no obligation to proceed with the delivery of the order.
2. Partially Paid Orders (Including Furniture): In cases where only a partial payment has been made in advance, and the customer fails to pay the remaining balance upon delivery, Castle & Co. Décor reserves the right to withhold the delivery. For furniture or bulk orders, if delivery is declined due to non-payment, the customer shall be liable to bear the full cost of courier, transportation, or any logistical expenses incurred.
By placing an order, the customer acknowledges and agrees to these terms.