At Castra, your satisfaction is our priority. We stand behind the quality of our essential oils and want to ensure you have a positive experience with every purchase. This refund policy explains how we handle refunds, the eligibility criteria, and the process to request a refund.

1. Refund Eligibility

When You Can Request a Refund

You are eligible for a refund in the following situations:

• You received a damaged or defective product
• You received the wrong product or incorrect order
• The product seal was broken or tampered with upon delivery
• The product does not match the description on our website
• You return an unused, unopened product within 3-7 days of delivery

When Refunds Are Not Applicable

Refunds will not be provided for:

• Products that have been opened, used, or tested
• Items returned after the 3-7 day return window
• Products damaged due to misuse, negligence, or improper storage
• Items without original packaging or missing components
• Sale, clearance, or promotional items (unless defective)
• Change of mind after opening the product seal
• Gift cards or digital products

2. Types of Refunds

Full Refund

You will receive a 100% refund of the product price when:

• The product is defective or damaged upon arrival
• We sent you the wrong product
• The product seal was broken during transit
• You return an unused, unopened product within the return window
• The order was cancelled before shipment

Note: Original shipping charges are non-refundable unless the error was on our part.

Partial Refund

A partial refund may be issued when:

• The product shows signs of use but is within the return window
• Original packaging is damaged or missing (not due to shipping)
• Some accessories or components are missing
• The return is initiated after 7 days but within 15 days (at our discretion)

Partial refund amounts typically range from 50% to 80% of the product price, depending on the condition.

No Refund

No refund will be provided when:

• The product has been fully used or consumed
• Return is requested after 7 days of delivery
• The product was damaged due to customer negligence
• No proof of purchase is provided
• The product was purchased from unauthorized sellers

3. Refund Process

Step-by-Step Guide

Step 1: Contact Us
Email support@castra.in within 3-7 days of receiving your order with:

• Order number
• Product name and details
• Reason for refund request
• Photos of the product (if damaged or defective)
• Bank account details for refund processing

Step 2: Approval & Authorization
Our customer support team will:

• Review your refund request within 24-48 hours
• Verify eligibility based on our refund policy
• Send you a return authorization email with instructions
• Provide return shipping address (if return is required)

Step 3: Return the Product (If Applicable)
For non-defective returns:

• Pack the product securely in original packaging
• Include all accessories, documentation, and free samples
• Ship the item to the provided return address
• Use a trackable shipping service and keep the tracking number
• Return shipping costs are borne by the customer

For defective or wrong items:

• We will provide a prepaid return label, OR
• Arrange for pickup at no cost to you

Step 4: Inspection
Once we receive your returned item:

• Our team inspects the product within 2-3 business days
• We verify the condition and eligibility
• You receive an email notification about inspection results

Step 5: Refund Processing
After approval:

• Refund is initiated within 5-7 business days
• You receive a confirmation email with refund details
• The amount is credited to your original payment method

Step 6: Refund Receipt

• Bank transfers: 5-7 business days
• Credit/Debit cards: 7-10 business days
• UPI/Digital wallets: 3-5 business days
• The timeline depends on your bank or payment provider

4. Refund Methods

Original Payment Method

Refunds are processed to the original payment method used during purchase:

Credit/Debit Card

• Refund reflects in 7-10 business days
• Shows as a credit on your card statement
• Timeline depends on your card issuer

Net Banking

• Refund credited within 5-7 business days
• Appears in your bank account transaction history

UPI (Google Pay, PhonePe, Paytm)

• Refund processed within 3-5 business days
• Notification sent via the UPI app

Digital Wallets

• Refund credited within 3-5 business days
• Balance updated in your wallet account

Cash on Delivery (COD)

• Refund via bank transfer (NEFT/IMPS)
• Requires valid bank account details
• Processed within 7-10 business days after inspection

Store Credit Option

As an alternative to monetary refund, we offer store credit:

• Receive 110% of the refund amount as store credit
• No expiration date on store credit
• Can be used for any future purchase
• Instantly credited to your Castra account
• Combinable with other offers and discounts

5. Cancellation & Refund

Order Cancellation Before Shipment

You can cancel your order before it ships:

• Contact us immediately at support@castra.in
• Provide your order number
• Full refund processed within 5-7 business days
• No cancellation charges apply

Order Cancellation After Shipment

Once shipped, orders cannot be cancelled:

• You must wait to receive the product
• Follow the standard return and refund process
• Return shipping charges apply (unless product is defective)

Failed Delivery Refund

If delivery fails due to:

• Incorrect address provided by you: Refund minus shipping charges
• Courier issues or our error: Full refund including shipping
• Refusal to accept delivery: Refund minus shipping charges

6. Defective or Damaged Products

Immediate Action Required

If you receive a damaged or defective product:

Within 48 Hours of Delivery:

• Take clear photos/videos of the product and packaging
• Do not use or open the product further
• Email support@castra.in immediately with evidence
• Provide order number and detailed description

Our Response:

• We review your claim within 24 hours
• Arrange for free pickup or provide prepaid return label
• Offer immediate replacement OR full refund (your choice)
• Process refund within 3-5 business days of receiving the product

Quality Issues

If you experience quality issues with our essential oils:

• Contact us with specific details about the issue
• Provide photos if there are visible concerns
• We may request a sample for testing (prepaid return)
• Full refund or replacement provided upon verification

7. Wrong Product Received

If we shipped the wrong item:

Our Commitment:

• Accept full responsibility for the error
• Provide prepaid return label or arrange pickup
• Ship the correct product immediately at no cost
• OR provide full refund including shipping charges
• Expedite the replacement order for fast delivery

No charges or penalties apply to you for our shipping errors.

8. Refund Timeline Summary

Note: Timelines are approximate and may vary based on banking processes.

9. Refund Tracking

How to Check Refund Status

Check Your Email:

• Order confirmation
• Return authorization
• Inspection completion
• Refund initiation
• Refund completion

Log Into Your Account:

• View order history
• Check refund status
• Track return shipment
• View store credit balance

Contact Support:

• Email support@castra.in with your order number
• Get real-time updates on your refund status

10. International Order Refunds

For International Customers

Refund Process:

• Same eligibility criteria apply
• Refund processed in original currency
• Customer responsible for return shipping costs (unless product is defective)
• Customs duties and import taxes are non-refundable
• Bank conversion fees may apply

Processing Time:

• 10-15 business days for international refunds
• Depends on international banking procedures
• Currency conversion handled by your bank

11. Bulk & Corporate Order Refunds

Special Considerations

For bulk orders (10+ units):

• Refund terms are as per the agreed contract
• Partial refunds available for partial returns
• Custom refund timeline may apply
• Contact support@castra.in for assistance

Corporate Accounts

Corporate customers with registered accounts:

• May have customized refund terms
• Invoice adjustments for defective products
• Credit notes issued for future purchases
• Dedicated account manager for refund processing

12. Promotional & Discount Refunds

Orders with Discounts

If your order included promotional discounts:

• Refund amount is the actual price paid
• Discount value is not refunded separately
• Promotional codes used become invalid after refund
• Cannot reuse the same promo code for new orders

Free Gifts & Samples

If your order included free gifts:

• Free items must be returned with the main product
• Refund processed only when all items are returned
• Opened or used free gifts may affect refund eligibility

Buy One Get One (BOGO) Offers

For BOGO or combo offers:

• Return all items in the offer for full refund
• Partial returns from combo packs not accepted
• Refund calculated on the discounted price paid

13. Shipping Charges Refund

When Shipping Is Refunded

• Product was defective or damaged
• Wrong product was shipped
• Order cancelled before shipment
• Delivery failed due to courier or our error

When Shipping Is Not Refunded

• Standard returns due to change of mind
• Customer-requested cancellations after shipment
• Incorrect address provided by customer
• Refusal to accept delivery without valid reason

14. Multiple Item Orders

Partial Returns

If you ordered multiple items and want to return only some:

• Specify which items you're returning
• Refund processed for returned items only
• Shipping charges may not be refunded for partial returns
• Remaining items are not affected

Full Order Returns

If returning all items from an order:

• Pack all items together when possible
• Full order refund including eligible shipping charges
• All items must meet return eligibility criteria

15. Refund Exceptions

Non-Refundable Items

The following are never eligible for refunds:

• Digital downloads or e-books (if any)
• Gift cards and e-vouchers
• Personalized or customized products
• Items marked as "Final Sale" or "Non-Returnable"

Hygiene & Safety Policy

Due to health and safety regulations:

• Opened essential oil bottles cannot be refunded
• Products with broken seals are non-refundable (unless received that way)
• This protects all our customers and maintains product integrity

16. Refund Disputes

If You Disagree With Our Decision

If your refund request is denied and you believe it should be approved:

Step 1: Request Review

• Email support@castra.in with "Refund Dispute" in the subject
• Provide additional evidence or information
• Explain why you believe the refund should be granted

Step 2: Escalation

• Our senior team reviews disputed cases within 3-5 business days
• You receive a detailed explanation of the final decision
• Decision of senior team is final

Step 3: Alternative Resolution

• We may offer store credit as a goodwill gesture
• Partial refund may be negotiated
• Exchange for a different product may be possible

17. Fraudulent Refund Claims

Our Policy on Fraud

We take fraudulent refund claims seriously:

• False claims of damaged or missing items
• Returning used products as unused
• Abuse of our refund policy

Consequences:

• Refund request may be denied
• Account may be suspended or terminated
• Legal action may be taken for significant fraud
• Ban from future purchases

We investigate all suspicious claims to protect honest customers.

18. Contact Us for Refunds

For refund-related queries, assistance, or to initiate a refund:

Email: support@castra.in

Response Time: Within 24-48 hours

What to Include in Your Email:

• Order number
• Product details
• Reason for refund
• Photos (if applicable)
• Bank details for COD refunds

• Preferred refund method (monetary or store credit)
  
  
  We value your trust and strive to exceed your expectations with every interaction.