Return & Refund Policy

Last updated: 05 January 2026

Return Window (Change of Mind)

We accept change-of-mind returns within 14 days of delivery, provided the item is unused and in resellable condition.

  • Return shipping: paid by the customer for change-of-mind returns.
  • Return address: provided after you contact us (returns are processed in United Kingdom).

Realistic Non-Returnable Cases (Change of Mind)

We may decline change-of-mind returns in cases such as:

  • Used/installed/assembled items or items showing wear
  • Items returned damaged due to misuse
  • Items returned with missing parts/accessories/manuals
  • Clearance/final sale items where stated at purchase
  • Gift cards (if offered)

This does not limit any rights you may have under the United Kingdom Consumer Law for faulty items.

How to Start a Return

  1. Contact us first (required) with your order number and the item(s) you want to return.
  2. If eligible, we will email you the return address and instructions.
  3. Include a note inside the parcel with your order number.

Start a return by email:
Click here to email us your return request

Refunds

  • Refund method: original payment method.
  • Refund timing: within 7 business days after we receive and inspect the return.
  • Change-of-mind: return shipping is not refundable. Original shipping paid by you is refunded (if any).

Exchanges

We offer exchanges (subject to stock availability). Contact us within 14 days of delivery to request an exchange.

Damaged, Faulty, or Incorrect Items

Please inspect your order upon delivery.

  • Transit damage: report within 7 days of delivery and include photos (and/or video if helpful).
  • If we are at fault (faulty/incorrect/damaged on arrival confirmed), we will provide an appropriate remedy (replacement, exchange, or refund) and cover reasonable return shipping costs or provide a prepaid solution.

Cancellations

  • Before dispatch: you may cancel for a full refund.
  • After dispatch: cancellations are not possible; you may request a return after delivery.

Contact

Storename: ByCastello
Companyname: KM Medias
Companynumber: 88954218
VAT number: NL864834615B01
Phone: +44 151 947 0548
Email: support@bycastello.com
Company Address: Weena 690, 3012CN, Rotterdam, The Netherlands

Contactform: Click here
Customer service hours: Monday to Friday, 8:00 AM – 8:00 PM (GMT)