At CASTLY, we value your satisfaction and strive to make your shopping experience smooth and worry-free.
If you’re not completely happy with your purchase, we’re here to help!

1. Eligibility for Returns

You can request a return or exchange within 7 days of receiving your order if:

  • The item is damaged, defective, or incorrect, or

  • You received the wrong product from what was ordered.

To be eligible for a return:

  • The item must be unused, undamaged, and in its original packaging.

  • Proof of purchase (order number or receipt) is required.

2. Items That Cannot Be Returned

For hygiene and safety reasons, the following items are non-returnable:

  • Personal care or beauty products

  • Opened or used kitchen tools and accessories

  • Sale, clearance, or “Live Deal” items

3. Return Process

  1. Contact CASTLY Support within 7 days of delivery.

  2. Provide your order number and a brief description (with a photo if applicable).

  3. Our team will review your request and guide you through the return steps.

Once your return is approved:

  • We’ll arrange pickup or drop-off instructions, depending on your location.

4. Refunds

After receiving and inspecting your returned item:

  • Approved refunds will be processed within 5–7 business days.

  • Refunds are issued to your original payment method.

  • You’ll receive a confirmation message or email once your refund has been processed.

Note: Shipping fees (if any) are non-refundable unless the return is due to a CASTLY error (wrong or defective product).

5. Exchanges

If you’d like to exchange an item for a different model, color, or size, please mention it in your return request.
Exchanges are subject to product availability.

6. Damaged or Defective Items

If you receive a damaged or defective product, please notify us immediately (within 48 hours of delivery).
We’ll replace the item at no extra cost or offer a full refund, depending on your preference.