Return & Refund Policy

At ByCastello, we want you to feel secure and satisfied with every purchase. That’s why we offer a 14-day return period, in line with UK consumer protection regulations (Consumer Contracts Regulations 2013 and the Consumer Rights Act 2015).

Conditions for Returns

For a return and refund to be accepted, the following conditions must be met:

  • The product must be unused and returned in its original packaging.
  • The return request must be submitted within 14 days of receiving your order.
  • The product must not be damaged or deteriorated beyond what is necessary to inspect its function and characteristics.

We provide this policy because we stand behind the quality of our products.

How to Make a Return

  1. Contact us: Email us at support@bycastello.com before returning any item. Returns without prior notification cannot be accepted.
  2. Instructions: We will send you detailed return instructions via email.
  3. Return the item: Follow the instructions carefully and ensure the product is securely packaged to avoid damage during shipping.

Refunds

  • Approval: Once we receive and inspect your return, we will notify you whether it has been approved.
  • Timeframe: Approved refunds are processed within 7 business days using the same payment method you used at checkout.
  • Bank processing time: The exact time for funds to appear in your account depends on your bank or payment provider.
  • Non-receipt: If you have not received your refund within 15 working days after approval, please contact us at support@bycastello.com.

Damaged or Faulty Goods

Please check your order immediately upon delivery. If your item arrives damaged, defective, or incorrect, contact us as soon as possible so we can investigate and provide a solution.

Exchanges

The fastest way to receive a replacement item is to return your original order and place a new order once the return has been approved.

Exceptions

The following products are not eligible for a full refund:

  • Personalised or custom-made items: These can only be returned if the product is defective.

Contact us

If you have any questions about the above, or if you wish to exercise any of the rights you have, please call or email us at support@bycastello.com

By Castello
Address: C.J. Hambros Plass 2c, Oslo, 0164, Norway
Email: support@bycastello.com
Phone Number: +44 7488 812911

Company number: 88954218
TAX number: NL864834615B01
Company name: KM Medias

Contact us on this page: Click here

Monday to Friday: 08:00 to 20:00
Saturday to Sunday: 12:00 to 18:00