Return & Refund Policy

We appreciate the trust and loyalty that you have shown in us by doing business with Castullys and we are committed to offer the best service and satisfaction from our end. We pride ourselves in offering you the finest products. In the event of return or exchange of your product, please refer to the important information as given below.

If you are not completely satisfied with your order, you may return it within 30 days of purchase, for a refund. Send the items back to us at the address listed on the packing slip/dispatch note you received with your order. You must return the product to us unused and in good condition. Postage and packing fees are non-refundable.

If an item(s) is being returned for an exchange, the cost of returning the item to us is the responsibility of the customer. If the item(s) is faulty due to an error on our part, we will give you the FREEPOST address to return the item(s) to us, when you contact us about the same.

In the event of returning a product, please call the Customer Service Team on 441738638899 (Monday to Friday between 9.30am and 5.30pm) or email info@castullys.co.uk for instructions on returning the parcel. We recommend all returns be sent via recorded delivery. We must receive the parcel that you have sent for the refund to be processed. If we have not received the returned order, we are not liable for any refund.

As soon as we receive the returned unopened item(s), we will refund the relevant purchase price for that item. We will usually refund any money received from you for the Products using the same method originally used by you to pay for the Products. The amount we will refund to you will be the product value, minus any discount, which has been divided proportionately across the total value of your original order. Delivery charges are non-refundable. We will usually process the refund due to you as soon as possible and, in any event; within 30 days of the day we received your cancellation or the day we confirmed to you via letter or e-mail that you were entitled to a refund of the price of the Products.

In an event where we send you Products in exchange, or as a replacement, for Products, for whatever reason, then we recognize that you will incur an additional Delivery charge to have such exchange or replacement Products sent to you. As a gesture of goodwill we will meet your costs of standard delivery and so will pay on your behalf the additional Delivery charge made to you by Royal Mail or any other delivery company, even though we are not obliged to do so.
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