Sales & Refunds Terms and Conditions
Last updated: Sep 7, 2020
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.
I. 30-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.
Return requests can only be made within 30 days of the date you've received the item. 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 all returned items; 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. We encourage customers to photograph the items scheduled for return and the condition of the packaging before handing them over to our delivery partners.
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 ‘Made to Order’ or ‘Customised’ items
- All mattresses except Snug Mattress (refer to section IX for more details)
Shipping is a hard cost we incur from our logistics partners. As such, a 20% restocking fee based on the original invoiced value will be deducted from your refund. 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) in order to place another order.
Refunds will be performed after we have collected the returned item. All refunds will take 7 business days to process and we will issue refunds in the form of a credit back to the original method of payment. However, Castlery reserves the rights to change the mode of refund.
II. ORDER CHANGE OR CANCELLATION
If you change your mind and decide to cancel your order or any item(s) in your order, please notify us at least 3 full working days before the date of agreed delivery and you will be refunded with no additional charges incurred. (Note: The day/date you inform Castlery on the cancellation will not be regarded as a working day in advance).
Example: If your order is scheduled to be delivered on Wednesday this week, you will need to cancel the order for free before the end of last Thursday, assuming there is no public holiday in between.
Do take note that cancellations do not include items that are custom made or on clearance.
In the event you wish to cancel your existing order and place a new order, kindly note that a new delivery lead time will be given at the time of new purchase.
All refunds will take 7 working days to process and will be credited back to the original mode of payment.
However, Castlery reserves the right to change the mode of refund.
Any cancellation within 3 working days of agreed delivery date will be subject to a restocking fee of 20% of
the price sold per line item (after discounts, if any) due to logistics and handling.
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.
Here is an example scenario: A customer made an order with 2 line items, in which Final Price Paid for the
order was $975 (total order value was $1,000 with $25 discount coupon applied). This order was cancelled
within 3 working days of the agreed delivery date so restocking fees apply. The table below explains how the
Refund Amount will be calculated.
||Discount value applied per line item
||Restocking Fee applied per line item after any discount applied
||Amount to be refunded if item cancelled
||($600/$1,000) x $25 = $15
||($600-$15) x 20% = $117
||$600 - $15 - $117 = $468
||($400/$1,000) x $25 = $10
||($400-$10) x 20% = $78
||$400 - $10 - $78 = $312
This means we will refund you the following: Final Price Paid – Discount Value applied – Restocking Fee =
Refunded Amount (S$).
The above 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” and “Customised” items are not eligible for cancellation.
Please email us at email@example.com 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
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
firstname.lastname@example.org 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.
VIII. As-Is & Display Items
"As-Is" items, display items and floor samples may have inherent cosmetic defects, and may not have the
appearance of looking brand new. Customers acknowledge that they are fully aware of these cosmetic defects
and that the discounted price of these items sold reflect this acknowledgement.
"As-Is" items, display items and floor samples are not applicable for any other promotion, sale, discount,
code, coupon and/or offer.
IX. Snug Mattress
First-time trial customers are entitled to free cancellation, free returns and full refunds within 120
nights from date of purchase.
First-time trial is limited to 1 piece per home address.
HAVE MORE QUESTIONS?
Contact Us Page.