Sales & Refund Terms and Conditions
Last updated on 4 December 2018
Thanks for shopping at Castlery. We appreciate the fact that you like to buy the cool stuff we build. We also want to make sure you have a rewarding experience while exploring, evaluating, and purchasing our products, whether you’re shopping at the Castlery Online or in a Castlery Studio.
I. 30-DAYS RETURN POLICY
We want you to be happy with the products you buy from us. If you change your mind, you may return it to us within 30 days of the date you received it. All we need from you is to contact us at email@example.com so we can facilitate the return however the policy is subject to the conditions below:
- We will not refund a product that you have bought and received where, in our reasonable opinion, the product has: become of unacceptable quality due to fair wear and tear; misuse; using it in an abnormal way; or failure to take reasonable care.
- We are unable to accommodate Returns for all items. Please note that the following items are not eligible:
- Products described as "Made to Order",
- Customised items,
- Items marked as "Final Sale", "Final Markdown" or any form of Clearance Sale,
- Studio Displays
- All leather furniture
- All mattresses
Our Logistics team will contact you to schedule for the collection. We will only perform the refund after we collect the returned item. All refunds will take 14 days to process and we will issue in the form of a credit back to the original method of payment. However, Castlery reserves the rights to change the mode of refund.
Shipping is a hard cost we incur from our logistics partners. If you decide to return the item, a restocking fee of 20% of the original invoiced value will be deducted for logistics and handling. As such, you will be refunded the following: Purchase Price - Restocking Fee = Refunded Amount (S$). Please do note that the restocking fee will also apply if you wish to return the item(s) to place another order.
If you change your mind and decide to cancel your order, please notify us at least 3 working days before the date of agreed delivery and there will be no additional charges incurred.
Any cancellation within 3 working days of agreed delivery date will be subject to a restocking fee of 20% of the original invoiced value due to logistics and handling. This means we will refund you the following: Purchase Price - Restocking Fee = Refunded Amount (S$). All refunds will take 14 days to process and will be credited back to the original mode of payment. However, Castlery reserves the rights to change the mode of refund.
The Cancellation policy is non-applicable to the following: "STUDIO DISPLAY" items, Leather products; all items marked as "Final Sale", "Final Markdown", "Customised" or "Clearance".
Please email us at firstname.lastname@example.org to process this request.
III. ORDER CONFIRMATION
Castlery will email the sales order confirmation within the day of purchase which will reflect the products purchased and the lead time. It is the responsibility of the customer to check if the product(s) purchased and lead time(s) are correct. Castlery will not be obligated to fulfil the order if there are any discrepancies after 48 hours from the time of order.
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.
V. BUNDLE AND PURCHASE WITH PURCHASE ORDERS
We constantly seek to provide the best value for our customers hence all bundle and PWP (Purchase with Purchase such as buy sofa and get 20% off TV console) sales are carefully priced. As such, partial cancellation is not applicable for bundle and PWP orders. We will only process full cancellation for all bundle and PWP orders, in some instances a restocking fee may apply. (Refer to cancellation policy for restocking charges)
VI. 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.
VII. 30-DAY PRICE PROTECTION POLICY
Castlery offers a 30-Day price protection policy from the date of purchase. You will have to email us at email@example.com within 30 days from the date of purchase and ask for a price adjustment credit voucher if the single item (1) goes on sale only. This policy does not apply to any bundle sales or in conjunction with on-going promotions. (refer to Promo T&C). Any utilisation of promotional voucher code or discount code are excluded from the price differences for the claim.
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