Exchanges and Returns

Castelbel accepts exchanges of items for any other items that are available on its website.

If the user wishes to make an exchange, he should follow the following procedure:

• You must send an email to Castelbel within 30 days of receiving your order to shoponline@castelbel.comYou must include the order and invoice number, the reference of the item(s) you wish to be replaced, and the item you wish to be sent as a replacement.
• Upon receipt of this statement, Castelbel will send you by e-mail the exchange instructions (procedures to follow), along with information about the shipping company to use.
• You should return the item(s) to the carrier indicated in the email sent by Castelbel. Then you should proceed according to the instructions sent to you in the meantime by email.

If you wish to make a return, you should contact us at shoponline@castelbel.com and indicate the order number in the subject of the e-mail. Please indicate the reasons for the return and provide the necessary elements for the analysis of your request.

Castelbel will then send you an e-mail with instructions on how to return or exchange.

The return of the item(s) should only be made through the transporter indicated in the email sent by Castelbel, and you should also follow the instructions that are sent to complete this process.

In the case of article(s) whose return has not been previously authorized and/or which have not been sent through the transporter indicated in the email with the return instructions, Castelbel reserves the right to refuse receipt of the article(s).

Even so, if an unauthorized return is accepted, Castelbel will deduct 10% of the value of the item(s) for administrative costs.

Return of items that do not comply with the procedures in the terms and conditions of the return policies will not be accepted by Castelbel.

In the e-mail you send to shoponline@castelbel.com indicating your intention to exchange, you must mention which product(s) you intend to exchange and which one(s) you intend to buy.

You will then receive an e-mail telling you how to make the exchange and which carrier to use.
After receiving and checking the products in our warehouse, we will complete the exchange process.

See HERE for detailed information about the procedure and any associated costs.

Returns for exchange purposes must arrive at Castelbel facilities within 20 days after the email is sent, and must comply with the following conditions:

• The article must not have been used or altered in any way.
• When returning the items, all original labels as well as packaging and other accessories must be included, and they must be sent together with the order.
• Items for exchange should be packed in the Castelbel box used for shipping.
• The user should exchange the item(s) through the transporter that is indicated in the email sent by Castelbel, and following the instructions that are sent by email for this process.
• In case of items whose exchange has not been previously authorized and/or which have not been sent through the same transporter, as indicated in the email sent with the return instructions, Castelbel reserves the right to refuse receipt of the item(s).

You should report the error or damage to shoponline@castelbel.com and indicate the order number in the subject of the e-mail. Please indicate the reasons for the return and provide the necessary elements for the analysis of your request.

Castelbel will then send you an e-mail with instructions on how to proceed in order to receive the correct item(s) or a refund for the item(s).

In these cases, Castelbel will be responsible for the associated transportation costs.

The time it takes to process a refund depends on the procedures of the credit card company, so there may be variations in timeframes.
On orders where payment is made through Paypal, the value of the orders will be refunded to the original account.

The user has the right to terminate the contract without justification within fourteen (14) working days.

The period for resolution expires fourteen (14) business days after the user or a third party designated by the user acquires possession of the product(s), in accordance with the document signed upon receipt of the product(s).

In order to facilitate the return and refund procedures, you are requested to make the material under resolution available to Castelbel within a reasonable time in order to facilitate the exercise of your rights and to verify the material.

In order for you to exercise your right of withdrawal, you must notify Castelbel of your decision to withdraw from the contract by a clear statement by email to shoponline@castelbel.com.

This statement should include the order and invoice number and the reference(s) of the item(s) you wish to be returned.
Upon receipt of this declaration, Castelbel will send you by e-mail the return instructions (procedures to follow), along with information about the means of transport (shipping company) to use.

For the period of free withdrawal to be respected, it is necessary to transmit the communication concerning the exercise of the right of withdrawal before the end of the period granted for that purpose: that is, 14 (fourteen) days after receipt.

If you wish to terminate the contract, you will be reimbursed for all payments made, excluding the costs of return, without undue delay and, in any case, no later than thirty (30) days from the day on which the right of termination was exercised. Castelbel will refund the order using the same payment method used for the initial transaction; in any case, no additional costs will be incurred for the refund.

In the case of cosmetic products, for health and hygiene reasons, according to article 17(1)(e) of Decree-Law No. 24/2014 of February 14, as amended by Law No. 47/2014 of July 28, it is not possible to exercise the right of free termination of supply contracts for products that are not returned properly closed and sealed, so users are requested to always check the products they have received before opening them.

Regarding the conditions for returning the item(s) and getting a refund:

• The article must not have been used or altered in any way.
• The return of the items must include all original labels as well as packaging and other accessories, and they must be sent together with the order.
• Returns should be packaged in the Castelbel box used for shipping.
• If only part of the order is returned, Castelbel will refund, on a pro-rata basis, the amount paid by you.
• You should return the item(s) to the carrier indicated in the email sent by Castelbel, and follow the instructions sent by email for this process.
• Note that there may be variations in the refund processing time, depending on the procedure of the credit card company.
• On orders where payment is made through Paypal, the value of the orders will be refunded to the original account.
• In the case of article(s) whose return has not been previously authorized and/or which have not been sent through the same carrier, as indicated in the email sent with the return instructions, Castelbel reserves the right to refuse receipt of the article(s).
• If an unauthorized return is accepted, Castelbel will deduct 10% of the value of the item(s) for administration costs.
• Return of items that do not comply with the procedures in the terms and conditions of the return policies will not be accepted by Castelbel.

The Castelbel team makes every effort to scrupulously check all items for defects before shipping.

Castelbel reserves the right to request photographic support for defective items or merchandise that was shipped in error, for reimbursement of shipping costs before allowing the return.

In case of return of items found to be defective, an inspection will be made upon receipt. Items subject to normal wear and tear will not be considered defective.

In order for you to return defective item(s), you must notify Castelbel by sending an e-mail to shoponline@castelbel.com.

This statement should include the order and invoice number and the reference(s) of the item(s) you wish to be returned.
Upon receipt of this statement, Castelbel will email you the return instructions (procedures to follow), along with information about the carrier to use.

If it is a return of a defective item, Castelbel, after receiving the product(s), will make its analysis and inform you of the following procedures. Castelbel will replace the product if stock is available. If stock is not available, we will refund the order and the shipping costs, if any. This refund of the order will be made using the same payment method used in the initial transaction; in any case, the refund will not give rise to any additional costs.

Regarding the conditions for returning the defective item(s) and receiving a refund:

• The article must not have been used or altered in any way.
• When returning the items, all original labels as well as packaging and other accessories must be included, and they must be sent together with the order.
• Returns should be packaged in the Castelbel box used for shipping.
• If only part of the order is returned, Castelbel will refund, on a pro-rata basis, the amount paid by you.
• You should return the item(s) to the carrier indicated in the email sent by Castelbel, and follow the instructions sent by email for this process.
• Upon receipt of the defective item(s), Castelbel will analyze them to verify the quality problem in question.
• In the event Castelbel is unable to replace the defective item(s), we will refund the amount paid, in the same amount as you paid, using the method of payment originally used.
• If you return all or part of your order, Castelbel will refund, on a pro-rata basis, the amount paid by you.
• Note that there may be variations in the refund processing time according to the credit card company.
• On orders where payment is made through Paypal, the value of the orders will be refunded to the original account.
• In the case of article(s) whose return has not been previously authorized and/or which have not been sent through the same carrier, as indicated in the email sent with the return instructions, Castelbel reserves the right to refuse receipt of the article(s).
• If an unauthorized return is accepted, Castelbel will deduct 10% of the value of the item(s) for administration costs.
• Return of items that do not comply with the procedures in the terms and conditions of the return policies will not be accepted by Castelbel. These items will be returned to the sender to the original shipping address at your expense.

Castelbel’s performance of its obligations may be affected in case of force majeure. Cases of force majeure are, among others, situations of war, civil war, revolution, riot, government measures, strikes, blockades, or natural disasters.

In such cases, the contract between you and Castelbel may be terminated in whole or in part by either party, and you will be refunded all amounts.