Sales & Refunds Terms and Conditions
Last updated on 21 March 2024
Thank you for shopping at Castlery! We appreciate that you're looking to buy the cool stuff we love to build. We also want to make sure you have a rewarding experience while exploring, evaluating, and purchasing our products.
As with any shopping experience, there are terms and conditions that apply to transactions at Castlery. By placing an order or making a purchase at Castlery, you agree to the terms set forth below along with Castlery’s Privacy Policy and Terms of Use.
I. 14-DAY RETURN POLICY
We fundamentally believe you will be thrilled with the products you purchase from Castlery. That’s because we go out of our way to ensure that they’re designed and built to be just what you need. We understand, however, that sometimes a product may not be what you expected it to be. In that event, we invite you to review the following terms related to returning a product.
Importantly, the rights described in this policy are in addition to the statutory rights to which you may be entitled under the Australian Consumer Law and other applicable Australian consumer protection laws and regulations.
Please note there may be limitations on your right to return and obtain a refund for products, however these limits will always be subject to your statutory rights.
The Return
Returns are to be made within 14 days of the date you received the product. To initiate this request, please contact us so that we can facilitate the return. Please note that the policy is subject to the conditions below:
- There is a 20% restocking fee (for Sydney/Melbourne/Brisbane metro postcodes) and 30% restocking fee (for all other postcodes, including Western Australia) charged per ‘line total price’ of the returned item in your Tax Invoice; this fee is deducted from your refund.
- Only items in as-new condition can be returned. Products with scratches, stains, damages, drilling, or any other modification will not be accepted. We reserve the right not to refund a product that, in our reasonable opinion, has become of unacceptable quality due to fair wear and tear, misuse; or as a result of failure to take reasonable care of the product.
- Please return the items in the original packaging, which is designed carefully to avoid shipping damages. If you have already discarded the original packaging, you can use the best packaging material that you can find to package the item sufficiently to avoid damage in transit back to us. An additional 20% repackaging fee per item will be charged for returned items without its original packaging. We encourage customers to photograph the items scheduled for return and the condition of the packaging before handing them over to our delivery partners.
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We are unable to accommodate returns / exchanges / refunds for the following items:
- Any item marked as ‘Clearance’ or specified as on ‘Final Sale’
- Any form of Display items
- Any item described as "Customised" or "Customisable"
- All mattresses
The Refund
Please note that there is a 20% restocking fee (for Sydney/Melbourne/Brisbane metro postcodes) and 30% restocking fee (for all other postcodes) charged per ‘line total price’ of the returned item in your tax invoice; this fee is deducted from your refund.
| Area Postcodes | Restocking fee (% of price of returned item) |
|---|---|
| Sydney Metro: 2000-2234, 2556-2559, 2563-2568, 2570, 2745-2750, 2753-2754, 2759-2773 | 20% |
| Melbourne Metro: 3000-3207, 3800-3809, 3975-3976 | 20% |
| Brisbane Metro: 4000-4037, 4051-4078, 4101-4179, 4205-4207, 4300-4309, 4340, 4346, 4500-4509, 4520-4521 | 20% |
| All other areas we deliver to, including Western Australia | 30% |
Note: To find out if we deliver to your specific location, enter your postcode on any product page.
Shipping fees as well as additional service fees will not be refunded. Please repack your item back into its original packaging or else you may be charged an additional 20% repackaging fee per item.
Refund will commence within 7 business days after all returned items have been sent back to our warehouse. Where possible, funds will be processed back in the same way they were paid to Castlery, i.e. back to your Credit Card, PayPal or Bank Account. In the event this is not possible funds will be processed into a valid Bank Account. Please note that we will only remit refunds to an Australian bank account and where the name of the bank account holder matches the payor’s name/information.
II. ORDER CHANGE OR CANCELLATION
If you decide to change or cancel your order, please contact us any time before your items are dispatched to avoid incurring additional charges. You will receive a reminder in advance that your shipment is ready to be dispatched, and you will have 24 hours to request changes or cancellation without incurring charges. After that, your order will be dispatched and any changes or cancellation from thereon will incur a 20% or 30% restocking fee (depending on your delivery location).
We are unable to accommodate order changes / cancellations / refunds for the following items:
- Any item marked as ‘Clearance’ or specified as on ‘Final Sale’
- Any form of Display items / As-Is items
- Any item described as "Customised" or "Customisable"
In the event you wish to cancel your existing order and place a new order, kindly note that a new 'Estimated Delivery’ date will be given at the time of new purchase.
Cancellation of Orders with Discount Voucher
If you cancel any item(s) in your order with a discount voucher/coupon applied, you will be refunded only the final paid price after the applied discount – which is apportioned among the items in your order according to their respective value. The value discount will be apportioned in this manner: (Each line item’s purchase price / total order value) x discount voucher value.
Upon cancellation of item(s) in your order, the whole absolute-value of the discount voucher which was initially applied will not be re-issued or re-apportioned to the remaining item(s) in the revised order. Your remaining item(s) are still entitled to the discount value that was initially apportioned per line item before the cancellation of item(s) in your order.
Discount codes and vouchers are single-use only. They cannot be transferred or reused in any manner.
The above Order Change and Cancellation Policy may not necessarily be applicable to all products. For cancellation details pertaining to a specific product, please refer to the Product Info section in its product page. “Studio Display”, "Customised" or "Customisable" items are not eligible for cancellation.
Please contact us to process this request.
III. Prices, payment and GST
All prices listed on our website or store are in Australian dollars and include GST. We accept payment by Visa, MasterCard, Amex and PayPal.
IV. PRICING AND PRICE REDUCTIONS/CORRECTIONS
Castlery reserves the right to change prices for products displayed online at any time, and to correct pricing errors that may inadvertently occur.
Should Castlery reduce the price on a single product due to Clearance within 7 calendar days from the date you purchase your product, feel free to email help.au@castlery.com to request a store credit in the form of discount code for the value of the difference between the price you were charged and the current selling price. Please note that this excludes limited-time price reductions, such as those that occur during special sales events. This policy also does not apply to any bundle sales or in conjunction with on-going promotions (refer to Promo T&C Page).
Cash refunds are not possible under this policy. If you choose to cancel your order to re-order under a new promotion, there is no way to transfer your allocated stock. A new order means a new allocation which may push back your delivery date.
V. ORDER ACCEPTANCE/CONFIRMATION
When making an order, you must possess a valid credit or debit card and register for an account on the website. To place an order, you should follow the given instructions. Castlery may, in its sole discretion, refuse or cancel any order and limit order quantity.
Castlery may also require additional qualifying information prior to accepting or processing any order. Once we receive your order, we’ll provide you with an email order confirmation. Your receipt of an order confirmation, however, does not signify Castlery’s acceptance of your order, nor does it constitute confirmation of our offer to sell; we are simply confirming that we received your order. Castlery reserves the right at any time after receiving your order to accept or decline your order for any reason. If Castlery cancels an order after you have already been billed, Castlery will refund the billed amount.
Irrespective of any previous price you have seen or heard, once you select a product that you wish to order, you will then be shown or told (on the website) the charges you must pay including GST, if applicable, and any applicable delivery charges. Unless otherwise stipulated on the website, all charges are in the currency then in force in Australia.
You must pay for the product in full when placing an order by one of the payment methods we provide on the website. In any event, we shall not be bound to accept the order before we have received the funds in full.
You undertake that all details you provide to us for the purpose of purchasing the product from us will be correct, that the credit or debit card, or account or other payment methods which you use is your own and that there are sufficient funds or credit facilities to cover the cost of the product. We reserve the right to obtain validation of your payment details before providing you with the product.
When you submit an order to the website, you agree that you do so subject to these terms and conditions current at the date you submit your order. You are responsible for reviewing the latest terms and conditions each time you submit your order.
VI. DELIVERY
Please review the Delivery page to learn about how and when you will receive the products you purchased from Castlery. Since the actual delivery of your order can be impacted by many events beyond Castlery’s control once it leaves our facilities, Castlery cannot be held liable for late deliveries. We will, however, work with you to ensure a smooth delivery.
Once your order has been handed over to the carrier for delivery, you will receive a shipment notification with a delivery date. You can track your order status on our website.
VII. PRODUCT INFORMATION
We endeavour to ensure that all the products on our website are accurately described, and we rely on information provided to us by our suppliers. Unfortunately, on some occasions, it is possible that our website will contain errors and we reserve the right to correct any errors or inaccuracies at any time, including after you have placed an order.
In some cases, the products we offer for sale are hand-made or made from natural or organic materials, and there may be small variations between the product image(s) and the product you receive. This will always be stated on the individual product listing.
We endeavour to ensure that all colours are displayed accurately, but you should be aware that colours may appear slightly differently on different displays and screens. The shade of colour from screen to screen is not a fault or error.
We aim to update our website regularly and may change the content at any time. If the need arises, we may suspend access to our website, or close it indefinitely. We will use reasonable endeavours to ensure our website contains accurate information and content, however, we reserve the right to update our website as soon as an inaccuracy or error is brought to our attention.
VIII. CONDITIONS FOR REDEMPTION OF PROMOTIONAL VOUCHERS
From time to time we may release promotional vouchers that may be used on the website. Promotional vouchers can only be redeemed on the website in accordance with the special terms and conditions stated on them.
Promotional vouchers are valid for the specified period stated on them only, can only be redeemed once and cannot be used in conjunction with other offers (including, for the avoidance of doubt, sales, promotions and other vouchers). Individual brands may be excluded from voucher promotions.
The credit of a promotional voucher cannot be used to pay for products from third parties.
If you place an order for a product less than the value of the promotional voucher, no refund or residual credit will be returned to you.
The credit of a promotional voucher does not accrue interest nor does it have a cash value.
If the credit of a promotional voucher is insufficient for the order you wish to make, you may make up the difference through payment by other means (but not by using another promotional voucher or attempting to rely on any other offer). Please note that only one promotional voucher can be used per order.
Promotional vouchers are applied to invoices as a whole. Accordingly, in circumstances where multiple products are purchased using a gift voucher, and one or more items are returned, the discount is applied on a pro rata basis to each item for the purpose of establishing refund values.
HAVE MORE QUESTIONS?
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