Sales & Refunds Terms and Conditions

Last updated: Jul 1, 2025

Thank you for shopping at Castlery! We appreciate that you are 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. 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.

The Return

You may request to return your item within 30 days of receiving the product. To initiate this request, please contact us so that we can facilitate the return. Please note that returns are subject to the following conditions:

1. For returns requested within the first 14 days of delivery:
   • A collection fee of £60 per item will be deducted from your refund to cover the cost of return transportation arranged via our logistics partner.
   • No restocking fee applies.
   • You may inspect or try out the item as you would in a store, but if the item is found to have been used or handled beyond what is necessary to assess its nature and function, we reserve the right to deduct a reasonable amount from your refund.

2. For returns after 14 days (up to 30 days of delivery):
   • A 20% restocking fee will apply per returned item; this fee is deducted from your refund and reflects handling, inspection, transportation, and restocking costs.
   • Items must be returned in ‘as-new’ condition. We may reject the return or apply a deduction if the item is found to be used, damaged, or otherwise not in resaleable condition (unless faulty or misdescribed).

3. Products must be returned in the same condition in which they were delivered. Products with scratches, stains, damages, drilling, or any other modifications may not be accepted, unless the issue is due to a manufacturing defect or the product is not as described. We reserve the right to make a reasonable deduction from your refund or reject the return if, in our reasonable opinion, the product has become of unacceptable quality due to:
   • misuse;
   • excessive handling;
   • fair wear and tear; or
   • failure to take reasonable care of the product.

4. Please return the items in their original packaging, which is designed to protect the products during transit. If you have already discarded the original packaging, you may use other suitable packaging materials to repack the items properly. However, a £50 repackaging fee per item will apply for returned items without their original packaging. We recommend photographing the items scheduled for return and the condition of the packaging before handing them over to our logistics partner.
5. We are unable to accommodate returns, exchanges or refunds for the following items, unless the item is found to have a manufacturing fault or is not as described:
   • Any item marked as “Clearance” or specified as on “Final Sale”
   • Any Display or “As-Is” item
   • Any item described as "Customised" or "Customisable"

6. Upon receiving your order, kindly inspect your products carefully for any fault or damages. All manufacturing defects or quality-related issues must be reported to us within 30 days of receiving your items. If the defect is confirmed or if the item is not as described, you may request a refund, repair, or replacement, in accordance with your rights under the Consumer Rights Act 2015.

The Refund

Refunds will be processed depending on when cancellation or return takes place.

1. Refund Timeline

   If your order is cancelled before dispatch, your refund will be issued within 14 days of your cancellation request. In all other cases (including change of mind returns or faulty products), your refund will be issued within 14 days of the item being collected and returned to our warehouse. This allows us to inspect the item where necessary and confirm any applicable refund.

2. Non-Refundable Items and Charges

   Fees paid for premium services like Room of Choice or White Glove are non-refundable, as they are separate services performed at the time of delivery. Discount codes and vouchers are also non-refundable and will not be re-issued after cancellation. Some product categories – such as Clearance, Final Sale, Display, As-Is, Customised or Customisable items – are not eligible for returns or refunds, unless the item is faulty or not as described.

3. Deductions and Fees

   Where applicable, any collection fees, repackaging fees, restocking fees, or other lawful deductions (as outlined in this Policy) will be automatically deducted from your refund amount. These will be communicated to you at the time of your return or cancellation request.

4. Refund Method

   Refunds will be made using the same payment method you used for your original purchase, unless we agree with you to use a different method. If a refund to your original payment method is not possible, we will arrange a mutually agreed alternative method such as transfer to a valid UK bank account.

II. ORDER CHANGE OR CANCELLATION

If you decide to change or cancel your order, please contact us as soon as possible. You have a statutory right to cancel your order within 14 days of delivery. If your order has already been dispatched, a collection fee of £60 per item may apply to cover return logistics. Refunds will be issued within 14 days of cancellation (for orders not yet dispatched), or 14 days after the item has been collected and returned to our warehouse (for orders already dispatched or delivered).

We are unable to accommodate order changes, cancellations or refunds for the following items, unless the item is found to have a manufacturing fault or is not as described:

• Any item marked as “Clearance” or specified as on “Final Sale”
• Any Display or “As-Is” item
• Any item described as "Customised" or "Customisable"

If 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 your new purchase.

Cancellation of Orders with Discount Voucher

If you cancel any item(s) in your order with a discount voucher or 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 values. 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 for single-use only. They cannot be transferred, refunded 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 on the product page.

III. 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. These products are sold at a discounted price that reflects their condition, and customers acknowledge and accept these imperfections as described at the point of sale.

These items are not eligible for additional promotions, discounts codes, coupons or other offers. Returns or exchanges for change of mind are not accepted for these items. However, this does not affect your statutory rights if the item is faulty or not as described.

IV. PRICES, PAYMENT AND TAX

All prices listed on our website are in British pounds. We accept payment by Visa, Mastercard, American Express, Discover, Diners Club, JCB, China UnionPay, Apple Pay, Google Pay and Link.

V. PRICING AND PRICE REDUCTIONS/CORRECTIONS

Castlery reserves the right to change prices for products displayed at any time, and to correct pricing errors that may inadvertently occur.

VI. ORDER ACCEPTANCE/CONFIRMATION

When making an order, you must possess a valid credit or debit card and have registered an account on our 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 will send you an order confirmation email. 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 be shown the charges you must pay, if applicable, and any applicable delivery charges.

You must pay for the product in full when placing an order by one of the payment methods we provide on our website. In any event, we shall not be bound to accept the order before we have received the payment 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 on our 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.

VII. DELIVERY

We aim to deliver your order within the estimated timeframes stated at checkout or as otherwise agreed with you. If we are unable to deliver your order within the agreed timeframe, you may be entitled to cancel the order and receive a full refund, in accordance with your statutory rights.

Please ensure that the delivery details you provide are accurate and complete. Additional charges may apply for redelivery in the event of missed/failed deliveries, inaccessible premises, or incorrect/incomplete delivery information provided.

Castlery shall not be liable for delivery delays caused by circumstances beyond our reasonable control (e.g. severe weather, strikes, customs delays). We will, however, do our best to keep you informed and arrange alternative delivery where possible.

For more information, please refer to our Delivery Terms & Conditions.

VIII. OUR 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.

IX. CONDITIONS FOR THE 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.

X. 14-DAY PRICE PROTECTION POLICY

A 14-day Price Protection Policy is offered from the date of purchase, and is only applicable if an item from your order goes on clearance within that period. This policy excludes limited-time price reductions (e.g., special sales events), bundle deals, or ongoing promotional offers (refer to Promo Terms & Conditions).

To request a price adjustment, please email help.uk@castlery.com with your sales order number within 14 days of the purchase date. Once verified, store credits* will be issued for the price difference between the original purchase price and the current clearance price (refer to Store Credits Terms & Conditions). These credits can be redeemed for a discount code towards a future purchase.

Cash refunds are not available under this policy. If you choose to cancel your order to re-order under a new promotion, the new order will be subject to fresh stock allocation, which may result in a later delivery date. The 14-day Price Protection Policy is not a statutory right; it is implemented at Castlery's sole discretion and is not guaranteed.

HAVE MORE QUESTIONS?

Visit our Contact Us Page.