Refund policy

Here's the Policy of Castlepet Shopify Store,

At Castlepet, we want you and your pet to be 100% satisfied with your purchase. If for any reason the product does not meet your expectations, we offer a straightforward return process.

1. 14-Day Return Window

You have 14 days from the date you receive your item to request a return. To be eligible for a return, your item must be in the same condition that you received it: unwashed, unworn (except for a quick fitting), with tags, and in its original packaging.

2. Free Returns (No Shipping Fees)

We stand by our products. If you wish to return an item, we will provide a pre-paid return shipping label at no cost to you. We want your shopping experience to be completely risk-free.

3. No Restocking Fees

Unlike many other retailers, we do not charge any restocking fees. You will receive a full refund for the price of the returned item.

4. How to Start a Return

To start a return, please follow these steps:

  1. Contact our support team at [css20180319@outlook.com].
  2. Provide your order number and a brief reason for the return.
  3. Refund Address: Wuhan Economic & Technological Development ZoneBihu Xincun  51-302,Hubei,China Zip:430056 ATT: Cheng +86 18717136493


Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

 

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.


European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.


Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at css20180319@outlook.com.