RETURNS & EXCHANGES

Thank you for buying from us! Our dedicated quality control team will carefully check your item before it is shipped to ensure your satisfaction and quality. You can return the item within 15 days of receipt. Accept the challenge!

Cancel & Refund:

Order Status
Requirements and Notice
Solution
Before shipment
Apply for cancel orders within 24 hours
100% of order amount cancel orders OVER 24 hours
95%of the order amount(deduct 5% processing fee)
Change Size
Contact Customer Service Team via service@castellbus.com
Shipped
Once an order has been shipped, it cannot be canceled or changed.

 

Return Procedure:

1. Take a clear photo of the item.

2. Contact our Customer Service team at service@castellbus.com.

3. Submit photos and order ID to Customer Service outlining your issue and desired solution (options include return, refund, exchange, or resend).

4. Customer Service will provide you with a return address. Do not send the package back as this will delay your refund process.

5. Simplify returns: inform us of your tracking number for easy processing.

6. To apply for a refund for goods that have been shipped, you need to return the goods. We will refund you after receiving the return.

In some cases, we may not be able to process a refund without a return. However, we are happy to provide you with a voucher for your next purchase.

Situations that qualify for return/refund:

1. Unsatisfied with the item.

2. The item does not meet expectations but there are no quality issues.

3. Delay in shipping status update.

4. Discrepancy/misunderstanding (about the product/fabric), which has been stated in our description/title.

5. Wrong order placed and the item has already been shipped.

6. The selected size does not match the size chart.

 

EU Right of Withdrawal (Cancellation) Guide

⚠️ Important Notice: The "Withdraw Contract" button and the policies outlined below are strictly applicable only to customers residing within the European Union (EU) and the European Economic Area (EEA) in accordance with EU consumer protection laws. If you are located outside the EU/EEA, please refer to our standard International Returns Policy.
As an eligible EU/EEA consumer, you have the statutory right to withdraw from your purchase contract within 14 days without giving any reason. To streamline this process, you can use the "Withdraw Contract" button in your account dashboard.
Please follow the guidelines below on how and when to use this feature:
1. Unshipped Orders (Cancellation Request)
  • How to use: If your order status is still "Unfulfilled" or "Unshipped," you can click the "Withdraw Contract" button in your order history to submit a cancellation and refund request.
  • Processing: Our system will immediately log your request, stop the fulfillment process, and initiate your refund.
2. Shipped Orders (14-Day Return Window)
  • Timeframe: Once your order has been shipped, you can exercise your right of withdrawal within 14 days from the day you (or a third party indicated by you) physically receive the goods.
  • How to use: Click the "Withdraw Contract" button to submit your formal return request. You must then mail the items back to our designated return address without undue delay.
  • Return Shipping Costs: Please note that the cost of returning the goods must be borne entirely by the customer, except in cases where the item arrived damaged or defective.
3. Refund Processing & Conditions
  • Standard Timeline: Under standard conditions, all approved refunds will be processed within 7 business days.
  • Withholding Policy: To receive your refund, you must meet one of the following conditions:
    1. The returned items are successfully received and inspected at our warehouse; OR
    2. You provide conclusive, undeniable proof of return shipping (e.g., a valid tracking number and drop-off receipt from a reputable courier explicitly showing our return address).
  • Exceptional Cases: We reserve the statutory right to withhold or delay the refund if the returned goods are not received or if you fail to provide verifiable proof of return shipment.

Submit Withdrawal Request

Please fill out the following form to submit your withdrawal request.

EU Widerrufsbutton logo Official EU Withdrawal Button App