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 unboxing video featuring the product and send it via WhatsApp to 919779953999. We will promptly take care of the issue for you. To ensure the safe return of the broken product, please keep the original packaging with all foam and cushioning inside.
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 refunds will be processed within 3-4 days.
For prepaid orders, the refund will be directly credited back into your account. If you paid with Cash on Delivery (COD), the refund will be made via NEFT transfer. Kindly provide your account details for the NEFT transfer.
Please allow 7-8 days for the refunded amount to reflect in your account statements.