Refund policy
Returns, Refunds & Dispute Policy – Castella Cookware
At Castella Cookware, we are committed to providing high-quality products. This policy is designed to ensure transparency and to protect both our customers and our business.
By placing an order on www.castellacookware.com.au, you agree to the terms outlined below.
Return Eligibility (Strict Conditions)
We offer a 30-day return window from the date your order is marked as delivered.
To qualify for a return, items must:
- Be unused, unworn, and in original condition
- Include all original packaging, inserts, and tags
- Be free from damage caused by misuse, handling, or wear
- Be accompanied by valid proof of purchase
We reserve the right to reject any return that does not meet these conditions.
Mandatory Return Authorization (Required)
To initiate a return, you must contact us first at:
You must receive written confirmation and return instructions from our support team before sending any item back.
- Returns sent without prior authorization will be refused
- We are not responsible for items sent without approval
- Unauthorized returns will not be eligible for refunds
Shipping & Responsibility
- Customers are responsible for return shipping costs, unless the item is confirmed defective or incorrect
- We recommend using a trackable shipping service, as we are not responsible for lost or missing return shipments
- Return instructions must be followed exactly; failure to do so may void eligibility
Damaged, Faulty, or Incorrect Items
If your item arrives damaged, defective, or incorrect, you must notify us within 48 hours of delivery at:
Your email must include:
- Order number
- Clear photos/videos of the issue
- Description of the problem
Failure to report within this timeframe may result in your claim being denied.
Non-Returnable & Final Sale Items
The following items are non-returnable and non-refundable:
- Sale or discounted items
- Gift cards
- Used or damaged items (not due to our fault)
- Perishable goods
- Custom or personalized products
- Personal care items
- Hazardous materials
Exchanges
We do not offer direct exchanges.
To obtain a different item, you must:
- Submit and receive approval for a return
- Complete the return process
- Place a new order at www.castellacookware.com.au
Refunds (Strict Process)
All returns are subject to inspection upon arrival.
We reserve the right to:
- Approve or reject refunds at our sole discretion based on item condition
- Issue partial refunds if items are not returned in original condition
If approved:
- Refunds will be processed to the original payment method only
- Processing time: up to 10 business days after approval
- Additional delays may occur depending on your bank/payment provider
Shipping costs (if applicable) are non-refundable.
Chargebacks & Payment Disputes
By completing a purchase, you agree to contact us first to resolve any issue before initiating a chargeback or dispute.
- Filing a chargeback without contacting us may be considered a breach of this policy
- We reserve the right to provide evidence of delivery, communication, and policy acceptance to your payment provider
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Fraudulent or abusive chargebacks may result in:
- Refusal of future service
- Reporting to relevant payment processors
Policy Acceptance
By purchasing from www.castellacookware.com.au, you acknowledge and agree to this Returns, Refunds & Dispute Policy in full.
Contact Us
For all return requests and support inquiries:
info@castellacookware.com.au
Ecom Rise Global LLC
30 N Gould St Ste N, Sheridan, WY 82801
This policy is governed in accordance with applicable Australian consumer laws. Nothing in this policy excludes rights you are entitled to under the Australian Consumer Law.