Refund policy
Returns, Refunds & Dispute Policy – Castella Cookware
At Castella Cookware, we are committed to providing premium-quality products and a professional customer experience. This policy is designed to ensure transparency, fairness, and protection for both our customers and our business.
By placing an order through Castella Cookware, you acknowledge and agree to the terms outlined below.
1. Return Eligibility
We offer a 30-day return window from the date your order is marked as delivered.
To be eligible for a return, all items must:
-
Be unused and in original condition
-
Include all original packaging, accessories, inserts, and materials
-
Be free from damage caused by misuse, improper handling, or normal wear
-
Be accompanied by valid proof of purchase
We reserve the right to refuse returns that do not meet these requirements.
2. Return Authorization Required
All returns must be authorized by our support team before being sent back.
To request a return, contact us at:
Once approved, you will receive return instructions.
Please note:
-
Returns sent without prior authorization may be refused
-
Unauthorized returns may not qualify for a refund
-
Castella Cookware is not responsible for items returned without approval
3. Return Shipping & Responsibility
Unless an item is confirmed to be defective, damaged, or incorrect, customers are responsible for all return shipping costs.
We strongly recommend using a trackable shipping service, as we are not responsible for lost, delayed, or missing return shipments.
Failure to follow the provided return instructions may result in the return being rejected.
4. Damaged, Defective, or Incorrect Items
If your order arrives damaged, defective, or incorrect, you must contact us within 48 hours of delivery at:
Your request must include:
-
Your order number
-
Clear photos and/or videos showing the issue
-
A brief description of the problem
Failure to report issues within this timeframe may affect eligibility for replacement or refund.
5. Non-Returnable Items
The following items are non-returnable and non-refundable unless required by applicable law:
-
Sale or clearance items
-
Gift cards
-
Used products
-
Items damaged through misuse or improper care
-
Custom or personalized products
-
Personal care products
-
Perishable goods
-
Hazardous materials
6. Exchanges
We do not offer direct exchanges.
If you wish to purchase a different item, you must:
-
Request and receive approval for a return
-
Complete the return process
-
Place a new order through Castella Cookware
7. Refund Process
All returned items are inspected upon arrival.
We reserve the right to:
-
Approve or reject refund requests based on item condition
-
Issue partial refunds where applicable
-
Refuse refunds for items returned damaged, used, incomplete, or not in original condition
If approved:
-
Refunds will be issued to the original payment method only
-
Processing may take up to 10 business days after approval
-
Additional delays may occur depending on your payment provider or financial institution
Original shipping costs are non-refundable unless otherwise required by applicable consumer protection laws.
8. Chargebacks & Payment Disputes
By completing a purchase, you agree to contact Castella Cookware first to attempt resolution before initiating a chargeback or payment dispute.
We reserve the right to provide evidence including:
-
Proof of delivery
-
Tracking information
-
Customer communication records
-
Policy acceptance records
to the relevant payment provider or financial institution.
Fraudulent, abusive, or unreasonable chargebacks may result in:
-
Refusal of future service
-
Cancellation of existing orders
-
Reporting to payment processors and fraud prevention systems
9. Policy Acceptance
By purchasing from Castella Cookware, you acknowledge that you have read, understood, and agreed to this Returns, Refunds & Dispute Policy.
10. Contact Information
For all support inquiries, return requests, or refund assistance, contact:
Ecom Rise Global LLC
30 N Gould St Ste N
Sheridan, WY 82801
United States
11. Consumer Rights
Nothing in this policy is intended to limit or exclude any rights that may apply to consumers under applicable consumer protection laws in their country or region.