Sales & Refunds Terms and Conditions
Last updated on 16 February 2020
Thanks for shopping at Castlery. We appreciate the fact 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, whether you’re shopping at Castlery Online or in a Castlery Studio.
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
I. STANDARD 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.
Importantly, the rights described in this policy are in addition to the statutory rights to which you may be
entitled under the Australian Consumer Law and other applicable Australian consumer protection laws and
Please note there may be limitations on your right to return and obtain a refund for products, however these
limits will always be subject to your statutory rights.
Returns are to be made within 14 days of the date you received the product. To initiate, all we need from
you is to contact us at email@example.com so we can facilitate
the return however the policy is subject to the conditions below:
Only undamaged items will be accepted under the Returns Policy. Any items that are not returned to us in
the original packaging and/or in original condition will incur an additional handling fee (deducted from
your refund). It is your responsibility to package the item sufficiently to avoid damage in transit back
to us. We encourage customers to photograph the items scheduled for return and the condition of the
packaging before handing over to the delivery company.
We will not refund a product that you have bought and received where, in our reasonable opinion , the
product has: become of unacceptable quality due to fair wear and tear; misuse; using it in an abnormal
way; or failure to take reasonable care.
We are unable to accommodate refunds for all items. Please note that the following items are not eligible
- Products described as "Made to Order",
- Customised items,
- Items marked as "Clearance" or any form of Display Items,
- All mattresses except Snug Mattress first trial, refer to section IX for more detail.
On return of the item you will be refunded the full amount less freight cost for both your initial delivery
and the return. Please note that while freight charges on original deliveries are subsidised, on Returns the
full freight amount paid by Castlery to the Delivery Partner will be deducted from your refund. All refunds
will take 7 days to process.
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. In the event this is not possible funds will be processed into a valid
Bank Account. Please note that we will only remit refunds to an Australian bank account and where the name
of the bank account holder matches the payor’s name/information.
II. Prices, payment and GST
All prices listed on our website or store are in Australian dollars and include GST. We accept payment by
Visa, MasterCard, Amex and PayPal.
III. PRICING AND PRICE REDUCTIONS/CORRECTIONS
Castlery reserves the right to change prices for products displayed at/on the Castlery Studio and online at
any time, and to correct pricing errors that may inadvertently occur.
Should Castlery reduce its price on any product within 7 calendar days from the date you purchase your
product, feel free to email firstname.lastname@example.org to request a 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.
IV. Order Acceptance/Confirmation
When making an order, you must possess a valid credit or debit card and register for an account on the
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 Online or Studio 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 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 or told (on the website) the charges you must pay including GST, if applicable, and
any applicable delivery charges. Unless otherwise stipulated on the website, all charges are in the currency
then in force in Australia.
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.
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.
VI. Change of Order
If you change your mind and decide to cancel your order, please notify us before items are dispatched from
our local warehouse and there will be no additional charges incurred. Please email us at
email@example.com to process this request. All refunds will
take 7 days to process.
Where an order is cancelled or changed after dispatch, the freight cost will be deducted from the refund
To cancel item under a special promotion, Castlery will evaluate the validity of such promotion and will
restore to its original price if required. Please note that change of order will not applicable to items
marked as "Clearance", "Display Item", "Customised Order
VII. Our Product Information
We endeavour 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 endeavour to ensure that all colours are displayed accurately, but you should be aware that colours may
appear slightly differently on different displays and screens. The shade of colour 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 endeavours 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 invoices 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. Snug Mattress
First-time trial customers are entitled to free cancellation, free returns and full refunds within 120
nights from date of purchase.
First-time trial is limited to 1 piece per home address.
*Returns in locations outside of Sydney, Melbourne and Brisbane metro areas will incur a minor delivery charge. Visit
delivery page for more info.
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