Returns, Refunds & Exchanges
We want you to know exactly where you stand before you order. Our standard policy is that purchases are final once any applicable cooling-off period has ended, but this does not limit your rights under South African or other applicable consumer law.
South African online-order cooling-off period
If you are a consumer who purchased online in South Africa, you may cancel an eligible order without giving a reason within 7 days after receiving the goods, subject to the Electronic Communications and Transactions Act.
You are responsible for the direct cost of returning a change-of-mind order. The item must be returned to us in the condition in which it was received. Once the return has been received and checked, eligible payments will be refunded as required by law.
Some categories of goods are excluded from this cooling-off right by law, including certain personalised or made-to-order goods.
Wrong, damaged or defective items
If we sent the wrong item, or your item arrived damaged or appears defective, email sales@castelloccc.com as soon as possible—preferably within 7 days of delivery—so we can help quickly.
Please include:
- Your order number
- A clear description of the issue
- Clear photographs of the item, packaging and shipping label
The 7-day reporting request helps us investigate promptly; it does not remove any longer statutory right that applies. Under South African consumer law, qualifying defective goods may be returned within 6 months of delivery for the remedy provided by law. This does not cover damage caused by misuse, incorrect care, alteration or ordinary wear and tear.
Where Castello supplied the wrong item, or a qualifying item is defective, Castello will cover the necessary return cost as required by applicable law.
Exchanges and size changes
We do not offer direct exchanges.
If you need a different size, you may return an item only where the return qualifies under the cooling-off period or another applicable legal right, then place a new order for the preferred size. Stock is limited and the replacement size cannot be reserved.
Please use the product measurements and Size Guide before ordering. If you need help choosing a size, contact sales@castelloccc.com before checkout.
Return condition
For a change-of-mind return, the item must be unworn, unused, unwashed and returned with its original tags. It must be free of marks, damage, fragrance, deodorant, make-up and pet hair.
These change-of-mind conditions do not remove your rights where an item is incorrect, damaged or defective. Original packaging is helpful when assessing a problem, but proof of purchase—not the packaging alone—is what we require for a defect claim.
How to start a return
- Email sales@castelloccc.com with your order number and reason for the return.
- Wait for the return instructions and confirmed return address.
- Package the item securely and use a trackable delivery service.
- Keep your return receipt and tracking number until the matter is complete.
Please do not send an item to an unconfirmed address. Castello is not responsible for a return sent to the wrong location.
Refunds
We will inspect the returned item and email you with the outcome. Approved refunds will be made to the original payment method. The time taken for the amount to appear after processing depends on your bank or payment provider.
For a valid South African cooling-off cancellation, the refund will be handled within the period required by law. The customer remains responsible only for the direct cost of returning a change-of-mind order.
Shipping or return costs caused by an incorrect address, an uncollected parcel or a refused international delivery will be assessed according to the circumstances and applicable law.
International orders
Consumer rights vary by country. International customers may have additional mandatory rights under the law of their country. Nothing in this policy is intended to exclude rights that cannot legally be excluded.
Final-sale position
Outside an applicable cooling-off period, defect right or other mandatory consumer right, all sales are final and we do not offer discretionary refunds or exchanges.