Terms & Conditions

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Terms & Conditions

GENERAL

Thank you for visiting our website. These terms & conditions govern access to this website and any use thereof. Please read these terms & conditions carefully before using our website. By using our website you agree to comply with these terms & conditions as amended from time to time, including our privacy policy.

CASTELO reserves the right to amend these terms & conditions from time to time without prior notice.

PRODUCTS

The products displayed on our website represent a selection of items from the CASTELO collection. However:

  • Not all CASTELO products are showcased on this website.
  • Product availability may vary by location, and not all items may be available in every CASTELO store.

LIABILITY

While we strive to ensure the accuracy of the information on our website, errors or inaccuracies may occur. CASTELO assumes no liability for:

  • Any typographical errors or inaccuracies on the website.
  • Any loss or damage resulting from reliance on the information provided.

Use of the website and its contents is at your own risk. If an order is placed based on incorrect pricing or other errors, CASTELO reserves the right to cancel the order and issue a full refund within 24 hours of order placement.

PRIVACY POLICY

CASTELO is committed to protecting your privacy. Any personal information you provide through this website will be handled as outlined in our Privacy Policy.

Key points include:

  • Your data (e.g., name, address) will be stored and processed solely by CASTELO or within the CASTELO group.
  • We will not share your data with third parties unless required to fulfill contractual obligations or comply with applicable data protection laws.
  • Your data may be used to:
    • Fulfill your orders.
    • Provide information on new products, services, or marketing offers.

You have the right to:

  • Access your stored data.
  • Request corrections or deletions if your data is incorrect, incomplete, or irrelevant.

RETURNS POLICY

Returns are accepted under specific conditions as outlined below:

  • Eligibility:
    • Returns or exchanges must be requested within 14 days of the order creation date.
    • Items must be unused, in original condition, and in undamaged packaging.
  • Process:
    • Contact [email protected] to book a return, including all relevant details.
    • Include the receipt with the return package.
  • Shipping Fees:
    • Returns due to customer error (e.g., incorrect size or color) will incur shipping fees (R100 for collection, plus R100 for re-delivery if applicable).
    • Returns due to CASTELO errors will have shipping fees covered by CASTELO.
  • Exclusions:
    • Sale items are non-returnable/exchangeable.
    • Items returned without original packaging or in damaged condition will not be eligible.
    • No refunds or exchanges are offered for markdown price differences post-purchase.
  • Refund and credit policy:
    • We regret to inform our customers that we do not offer cash/card refunds due to change of mind. Instead we will gladly issue a credit note for the value of the returned item provide it meets our return requirements. The credit note will be valid for a period of 3 months from the date of issue and can be used toward any future purchase in store or on our website. Please note that credit notes are non transferable and cannot be redeemed for cash. For returns related to defective or damaged items please refer to our returns policy for additional information.
    • All sales are considered final unless the product is considered damaged or does not comply with the purpose of which it was marketed in accordance with the Consumer Protection Act.

There are certain situations where returns are not granted: (if applicable).

  • – Any item, not in its original condition, is damaged or missing parts for reasons not due to our error.
  • – Orders sent without the original CASTELO packaging.
  • – Any item that is returned more than 14 days after purchase.
  • – Sale items are non-returnable/exchangeable.
  • – Being that sale items are non-refundable, CASTELO cannot grant returns in difference for markdowns post-purchase.
  • – CASTELO is not able to reimburse any duties or fees charged for international or domestic orders under any circumstance as well as any third party charges.
  • – Any damages, losses, etc., caused by third parties, CASTELO will not be accountable or held liable.

DELIVERY POLICY

CASTELO aims to deliver your order efficiently:

  • Domestic Delivery:
    • Deliveries occur within South Africa, Monday to Friday, during office hours.
    • Orders placed on weekends are processed the next business day.
    • Standard delivery timeframe: 3-10 business days (excluding weekends and public holidays).
    • Outlet Section items may take up to 14 days to be delivered.
  • International Delivery:
    • International shipping is available, with delivery times ranging from 5-30 days depending on customs clearance.
    • Import duties, taxes, and charges are the buyer’s responsibility.
  • General Conditions:
    • A tracking number is provided upon shipment.
    • Customers must inspect products for damage or defects before signing for delivery.
    • Additional fees apply for re-delivery if the customer is unavailable during the first delivery attempt.

UNCOLLECTED ORDERS POLICY – TERMS & CONDITIONS

Final Sale Upon Purchase:

  • Once a purchase has been made, whether collected or not, the item is considered sold and set aside for the customer.

Collection Timeframe:

  • Customers must collect their order within 14 days from the date of purchase.

No Refunds for Uncollected Orders:

  • Failure to collect an order within the specified timeframe does not entitle the customer to a refund, exchange, or store credit.
  • Refunds will not be issued due to a change of mind or failure to collect the order within the stipulated period.

Customer Responsibility:

  • It is the customer’s responsibility to ensure timely collection of their purchase.
  • Castelo will not be held liable for any losses, damages, or changes to the product condition due to delayed collection.

PAYMENTS

  • Credit card transactions are processed securely via Paygate or Payflex using SSL encryption. No card details are stored on the CASTELO website.
  • Orders must be paid in full before shipping.
  • International orders will include applicable shipping charges, displayed at checkout.
  • Refunds may be issued in cases of overselling or lost packages (deemed lost after 60 days).

For any questions or further assistance, please contact us at [email protected]. By using this website, you agree to these Terms and Conditions.