Kind Information for Our Valued Customers ❤️

At Castile India, customer satisfaction is very important to us. Due to the rise in online frauds and to maintain transparency, we have introduced certain guidelines for returns and refunds. We kindly request you to read and follow the policy below carefully.

Key Guidelines

Order Confirmation

Once your order is confirmed, no changes can be made to customization details or the delivery address.

Please ensure all details such as size, color, design, and address are correct before placing your order.

Data Privacy & Security

Please do not share your personal details or OTPs with anyone.

Castile India will never ask for OTPs or sensitive information. Your data security is our top priority.

Mandatory Unboxing Video

To ensure a smooth and fair resolution, a complete unboxing video is compulsory for any return, refund, or replacement request.

Important Instructions:

• The video must begin with clearly showing the shipping label on the parcel.

• The entire unboxing process must be recorded from start to finish.

• No cuts, edits, pauses, or interruptions are allowed.

• Any defect, damage, or issue must be clearly visible in the video.

• No claims will be accepted without a full, unedited unboxing video.

Return Conditions

Clothing Category

Returns are not accepted for clothing items unless the product received is damaged or defective.

A valid unboxing video is mandatory for such cases.

Item Condition

Returned items must be:

• Unused

• Unwashed

• Unworn

• In original condition with tags intact

Returns will not be accepted for used or altered items.

Non-Defect Issues

The following are not considered defects:

• Personal style or design preferences

• Bleeding or rubbing of natural/vegetable dyes

• Minor stitching irregularities

Color Variations

Slight color variations (up to 10%) may occur due to lighting, photography, or screen resolution. Such variations are not eligible for return or refund.

Return Timeframe

• Return requests must be raised within 7 days after the product is delivered.

• Requests made after 7 days will not be accepted.

Return Charges

• Standard Products: ₹99 per product (if return is not due to a defect)

• Heavy Items (if applicable): Charges may vary

• Non-Returnable Items:

  • Sale/discounted items

  • International orders

Refunds & Exchanges

Refunds

• Refund processing starts within 24–48 hours after approval by our Quality Check Team.

• Refunds are issued as:

  • Wallet Credit Note (valid for 1 year), or

  • Bank Transfer / UPI, as applicable.

Exchanges

• Exchanges are allowed only for unused and like-new items.

• Return shipping charges for exchanges will be borne by the customer.

Sending the Product Back

Reverse Pickup

• If available, we will arrange a reverse pickup.

• After quality approval, refund will be processed after deducting applicable shipping charges.

• This process may take 7–14 working days.

Self-Shipment

If reverse pickup is not available, you must courier the product within 7 days of approval to the address below:

Castile India
SHIV COLONY A, TONK ROAD S
SANGANER, Jaipur
Rajasthan – 302029
India