RETURN & REFUND POLICY
Please read and choose carefully when shopping at the Castania Online Store. Our Sales Consultants will be happy to match a solution to your needs.
Refunds and exchanges will be provided in line with your rights as a consumer and the additional policies and warranties summarised below. We will normally only refund in the event the goods:
- are of unacceptable quality (eg. due to a defect);
- are unfit for a purpose that you disclosed to us; or
- do not match the description by which they were sold; or
- otherwise required by statute.
- refunds will not be provided if you simply change your mind.
- have been consumed, drank and / or used.
Damages, Missing & Incorrect Items
- Please open and inspect your item on the same day received.
- Please WRITE in the delivery consignment note that the packaging of item received IF noticed signs of damage BEFORE signing and accepting “goods received in good condition”. This delivery consignment note copy will need to be either emailed or faxed to us.
- Please contact us within 3 days either by phone at 03-7785 5755 or email to firstname.lastname@example.org
- Please KEEP all products, boxes, and original packing material shipped to you for further inspection, if needed.
- For damages, please email us description of damages with photos and the condition of the inner and outer packaging via email. We will give you a choice of a replacement or exchange for your purchase.
- For missing items, please make sure you have removed all packing material from the shipping box to confirm that the item was not hidden from view. Sometimes small items are shipped inside other items to protect them during shipping. Please be advised that all packages are weighed and recorded before sent out.
- Delivery charges for any returned items will be borne by you.
- Any returns received with missing items or without original packaging will not be credited.
- The following items are NEVER returnable:
- Any item that has been consumed, drank and / or used.
- Items that require special delivery
- If you attempt to return an item, which is non-returnable, the item will be delivered back to you and delivery cost will also be borne by you.
- Items are ONLY returnable if they are in their UNOPENED and ORIGINAL PACKAGING condition.
Return/ Exchange Instructions
- Subject to the General Notes above, if something needs to be returned, please contact us within 3 days after receiving.
- Returns must be sent back to us only via reliable and traceable shipping methods. You are responsible for the returned shipping costs. We will not be liable and responsible for refunding an untraceable packaged item. Refunds are for the cost of merchandise only.
- Refunds will be issued with the same method of payment as the original payment.
- Please allow 5-7 business days for us to process your refund once we receive your returned package. Please add another 2-4 business days for credit posted to your credit card account and an additional 1 to 2 billing cycles for the credit to appear in your billing statement as each bank’s processing time varies. Credit to be issued based on the original amount that was paid for the item excluding shipping fees and GST 6%.
- There is strictly no refund, change or cancellation once the order has been confirmed or payment has been made.