Sales & Refunds Terms and Conditions

Last updated on February 16, 2020

Thank you for shopping at Castlery! We appreciate that you like to buy the cool stuff we build. We also want to make sure you have a rewarding experience while exploring, evaluating, and purchasing our products.

As with any shopping experience, there are terms and conditions that apply to transactions at Castlery. By placing an order or making a purchase at Castlery, you agree to the terms set forth below along with Castlery’s Privacy Policy and Terms of Use.

I. 30-DAY RETURN POLICY

We fundamentally believe you will be thrilled with the products you purchase from Castlery. That’s because we go out of our way to ensure that they’re designed and built to be just what you need. We understand, however, that sometimes a product may not be what you expected it to be. In that event, we invite you to review the following terms related to returning a product.

The Return

Return requests are to be made within 30 days from the date you received the product. To initiate, all we need from you is to contact us so that we can facilitate the return. However, the policy is subject to the conditions below:

  1. Only items in as-new condition can be returned. Products with scratches, stains, damages, drilling, or any other modification will not be accepted. We will reserve the right not to refund a product that, in our reasonable opinion, has: become of unacceptable quality due to fair wear and tear; been misused; been used it in an abnormal way; or not been taken reasonable care.
  2. Please return the items in the original packaging, which is designed carefully to avoid shipping damages. If you have already discarded the original packaging, you can use the best packaging material that you can find to package the item sufficiently to avoid damage in transit back to us. An additional repackaging fee will be charged for missing the original packaging. We encourage customers to photograph the items scheduled for return and the condition of the packaging before handing over to our delivery partners.
  3. We are unable to accommodate returns for the below items:
    • Customized items,
    • Items marked as "Clearance" or any form of Display Items,
    • All mattresses except Snug Mattress first trial

The Refund

Please note that there are restocking fees for all returns; this fee is the unsubsidized third-party delivery cost for the initial delivery and the return. This restocking fee amount is then deducted from your refund.

Additional service fees paid for Room of Choice and White Glove service will not be refunded. You may also be charged on packaging fee if item is not kept in its original packaging.

Where possible, funds will be processed back in the same way they were paid to Castlery, i.e. back to your Credit Card, PayPal or Bank Account. For credit cards, depending on your card issuer’s policy, it may take up to 10 business days for the refund to appear on your credit statement.

II. ORDER CHANGE OR CANCELLATION

If you change your mind and decide to change or cancel your order or any item(s) in your order, please notify us before items are dispatched from our local warehouse and there will be no additional charges incurred. Please contact us to process this request.

In the event you wish to cancel your existing order and place a new order, kindly note that a new dispatch date will be given at the time of new purchase.

Shipping Fees

Any cancellation after the warehouse dispatch will be charged with the shipping and logistics fees.

Cancellation of Orders with Discount Voucher

If you cancel any item(s) in your order with a discount voucher/coupon applied, you will be refunded only the final paid price after the applied discount – which is apportioned among the items in your order according to their respective value. The value discount will be apportioned in this manner: (Each line item’s purchase price / total order value) x discount voucher value.

Upon cancellation of item(s) in your order, the whole absolute-value of the discount voucher which was initially applied will not be re-issued or re-apportioned to the remaining item(s) in the revised order. Your remaining item(s) are still entitled to the discount value that was initially apportioned per line item before the cancellation of item(s) in your order.

Refund Formula

Here is an example scenario: A customer made an order with 2 line items, in which Final Price Paid for the order was $975 (total order value was $1,000 with $25 discount coupon applied). This order was cancelled after products were dispatched from warehouse, therefore shipping and logistics fees apply. The table below explains how the Refund Amount will be calculated.

Line itemProduct Price before Sales TaxDiscount value applied per line itemShipping & Logistics fee Amount to be refunded if item cancelled
Item A$600($600/$1,000) x $25 = $15$50$600 - $15 - $50 = $535
Item B$400($400/$1,000) x $25 = $10$35$400 - $10 - $35 = $355

This means we will refund you the following: Final Price Paid – Discount Value applied – Shipping & Logistics Fee = Refunded Amount (S$). Refunds will take approximately 10 business days to process and will be credited back to the original mode of payment. However, Castlery reserves the rights to change the mode of refund.

The above Order Change and Cancellation Policy may not necessarily be applicable to all products. Please email us at help.us@castlery.com to process this request.

III. PRICES, PAYMENT AND TAX

All prices listed on product webpages are in US dollars before sales tax. We accept payment by Visa, MasterCard, Amex and PayPal.

IV. PRICING AND PRICE REDUCTIONS/CORRECTIONS

Castlery reserves the right to change prices for products displayed at any time, and to correct pricing errors that may inadvertently occur.

V. ORDER ACCEPTANCE/CONFIRMATION

When making an order, you must possess a valid credit or debit card and have registered an account on our website. To place an order, you should follow the given instructions. Castlery may, in its sole discretion, refuse or cancel any order and limit order quantity.

Castlery may also require additional qualifying information prior to accepting or processing any order. Once we receive your order, we’ll provide you with an email order confirmation. Your receipt of an order confirmation, however, does not signify Castlery’s acceptance of your order, nor does it constitute confirmation of our offer to sell; we are simply confirming that we have received your order. Castlery reserves the right at any time after receiving your order to accept or decline your order for any reason. If Castlery cancels an order after you have already been billed, Castlery will refund the billed amount.

Irrespective of any previous price you have seen or heard, once you select a product that you wish to order, you will then be shown the charges you must pay, if applicable, and any applicable delivery charges.

You must pay for the product in full when placing an order by one of the payment methods we provide on the website. In any event, we shall not be bound to accept the order before we have received the funds in full.

You undertake that all details you provide to us for the purpose of purchasing the product from us will be correct, that the credit or debit card, or account or other payment methods which you use is your own and that there are sufficient funds or credit facilities to cover the cost of the product. We reserve the right to obtain validation of your payment details before providing you with the product.

When you submit an order to the website, you agree that you do so subject to these terms and conditions current at the date you submit your order. You are responsible for reviewing the latest terms and conditions each time you submit your order.

VI. DELIVERY

Please review the Delivery page to learn about how and when you will receive the products you purchased from Castlery. Since the actual delivery of your order can be impacted by many events beyond Castlery’s control once it leaves our facilities, Castlery cannot be held liable for late deliveries. We will, however, work with you to ensure a smooth delivery.

Once your order has been handed over to the carrier for delivery, you will receive a shipment notification with a delivery date. You can track your order status on our website.

VII. OUR PRODUCT INFORMATION

We endeavor to ensure that all the products on our website are accurately described, and we rely on information provided to us by our suppliers. Unfortunately, on some occasions, it is possible that our website will contain errors and we reserve the right to correct any errors or inaccuracies at any time, including after you have placed an order.

In some cases, the products we offer for sale are hand-made or made from natural or organic materials, and there may be small variations between the product image(s) and the product you receive. This will always be stated on the individual product listing.

We endeavor to ensure that all colors are displayed accurately, but you should be aware that colors may appear slightly differently on different displays and screens. The shade of color from screen to screen is not a fault or error.

We aim to update our website regularly and may change the content at any time. If the need arises, we may suspend access to our website, or close it indefinitely. We will use reasonable endeavors to ensure our website contains accurate information and content, however, we reserve the right to update our website as soon as an inaccuracy or error is brought to our attention.

VIII. CONDITIONS FOR THE REDEMPTION OF PROMOTIONAL VOUCHERS

From time to time we may release promotional vouchers that may be used on the website. Promotional vouchers can only be redeemed on the website in accordance with the special terms and conditions stated on them.

Promotional vouchers are valid for the specified period stated on them only, can only be redeemed once and cannot be used in conjunction with other offers (including, for the avoidance of doubt, sales, promotions and other vouchers). Individual brands may be excluded from voucher promotions.

The credit of a promotional voucher cannot be used to pay for products from third parties.

If you place an order for a product less than the value of the promotional voucher, no refund or residual credit will be returned to you.

The credit of a promotional voucher does not accrue interest nor does it have a cash value.

If the credit of a promotional voucher is insufficient for the order you wish to make, you may make up the difference through payment by other means (but not by using another promotional voucher or attempting to rely on any other offer). Please note that only one promotional voucher can be used per order.

Promotional vouchers are applied to the invoice as a whole. Accordingly, in circumstances where multiple products are purchased using a gift voucher, and one or more items are returned, the discount is applied on a pro rata basis to each item for the purpose of establishing refund values.

IX. 30-DAY PRICE PROTECTION POLICY

Castlery offers a 30-Day price protection policy from the date of purchase. You will have to email us at help.us@castlery.com with your sales order number within 30 days from the date of purchase. Once verified, you will be issued store credit in the form of discount code for the value of the difference between the price you were charged and the current selling price. Please note that this excludes limited-time price reductions, such as those that occur during special sales events.

Cash refunds are not possible under this policy. If you choose to cancel your order to re-order under a new promotion, there is no way to transfer your allocated stock. A new order means a new allocation which may push back your delivery date.

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Castlery

Castlery was founded with one ambition - to reinvent how furniture retail works. We design and produce furniture with great aesthetics at a competitive price point, without compromising on quality. By cutting out the middleman and keeping our inventory lean we can keep our costs down and extend the savings to you.