At Castra, we want you to be completely satisfied with your essential oil purchase. We understand that sometimes a product may not meet your expectations, and we're here to make the return process as smooth as possible.

1. Return Window

You have 9 to 10 days to return an item from the date you received it. To be eligible for a return, please ensure you initiate the return process within this timeframe.

2. Return Eligibility Criteria

To qualify for a return, your item must meet the following conditions:

Acceptable Returns

• Product must be unused and in the same condition that you received it
• Item must be in its original packaging with all labels intact
• Product seal must be unbroken (for hygiene and safety reasons)
• All accessories, manuals, and documentation must be included
• Proof of purchase (order number or receipt) must be provided

Non-Returnable Items

For health, safety, and hygiene reasons, the following items cannot be returned:

• Opened or used essential oil bottles
• Products with broken seals
• Items without original packaging
• Products damaged due to misuse or negligence
• Sale or clearance items (unless defective)
• Gift cards or digital products

3. How to Initiate a Return

To start your return process, please follow these simple steps:

Step 1: Contact Us
Email our customer support team at support@castra.in within 9-10 days of receiving your order. Please include:

• Your order number
• Product name and details
• Reason for return
• Photos of the product (if applicable)

Step 2: Await Confirmation
Our team will review your request and respond within 48 hours with return authorization and instructions.

Step 3: Package Your Item
Securely pack the item in its original packaging. Include all accessories and documentation. We recommend using a trackable shipping service.

Step 4: Ship the Item
Send the package to the return address provided by our customer support team. You are responsible for return shipping costs unless the item is defective or we sent the wrong product.

Step 5: Receive Your Refund
Once we receive and inspect your returned item, we will process your refund within 5-7 business days.

4. Refund Policy

Processing Time

• Refunds are processed within 5-7 business days after we receive and inspect the returned item
• The refund will be credited to your original payment method
• Please allow an additional 5-10 business days for the refund to appear in your account, depending on your bank or card issuer

Refund Amount

• Full product price will be refunded for eligible returns
• Original shipping charges are non-refundable (unless the return is due to our error)
• Return shipping costs are the customer's responsibility unless the item is defective or incorrect

Partial Refunds

In certain situations, partial refunds may be granted:

• Items with obvious signs of use
• Items not in original condition or with missing parts not due to our error
• Items returned more than 10 days after delivery

5. Damaged or Defective Products

If you receive a damaged or defective product:

Immediate Action Required
Contact us at support@castra.in within 48 hours of receiving the product with:

• Order number
• Clear photos of the damage or defect
• Detailed description of the issue

Our Commitment
For damaged or defective items, we will:

• Provide a full refund including shipping costs, OR
• Send a replacement product at no additional charge
• Cover all return shipping costs

6. Wrong Item Received

If we sent you the wrong product:

• Contact us immediately at support@castra.in
• We will arrange for pickup or provide a prepaid return label
• A replacement will be shipped at no cost, or a full refund will be issued
• No return shipping charges will apply

7. Exchanges

We currently do not offer direct exchanges. If you need a different product:

• Return the original item following our return process
• Place a new order for the desired product
• This ensures faster processing and delivery

If you received a defective or wrong item, we will prioritize sending the correct replacement immediately.

8. Cancellations

Before Shipment

You may cancel your order before it has been shipped by contacting us immediately at support@castra.in. If your order has not been processed, we will cancel it and issue a full refund.

After Shipment

Once an order has been shipped, it cannot be cancelled. You will need to follow our standard return procedure once you receive the product.

9. Return Shipping Guidelines

Packaging

• Use the original packaging whenever possible
• Ensure the product is well-protected during transit
• Include your order number inside the package

Shipping Method

• Use a trackable shipping service
• Keep your tracking number for reference
• We are not responsible for items lost in return transit

Return Address

The return address will be provided by our customer support team when your return is authorized. Please do not send items back without prior authorization.

10. Inspection Process

Once we receive your returned item:

• Our team will inspect the product within 2-3 business days
• We verify that the item meets our return eligibility criteria
• You will receive an email notification once the inspection is complete
• Refunds are processed immediately after approval

11. Refused or Undeliverable Packages

If you refuse delivery or if a package is returned to us as undeliverable:

• A refund will be issued minus the original shipping costs
• Restocking fees may apply in certain cases
• We recommend contacting us before refusing delivery

12. International Returns

For international orders:

• The same 9-10 day return window applies from the date of delivery
• Customers are responsible for all return shipping costs and customs fees
• We recommend using a trackable international shipping service
• Refunds will be issued in the original currency of purchase

13. Quality Guarantee

We stand behind the quality of our essential oils. If you experience any issues with product quality, purity, or effectiveness:

• Contact us within the return window
• Provide details about your concerns
• We will work with you to resolve the issue promptly

14. Restocking Fees

Generally, we do not charge restocking fees. However, a restocking fee of up to 15% may apply in cases of:

• Returns made outside the return window (at our discretion)
• Items returned without original packaging
• Products showing signs of use or damage

15. Store Credit Option

As an alternative to a refund, we can offer store credit for the full value of your return, which can be used for future purchases. Store credit:

• Never expires
• Can be applied to any product on our website
• May include a bonus percentage (at our discretion)

16. Contact Us for Returns

For all return-related inquiries, questions, or to initiate a return:

Email: support@castra.in

Response Time: Within 48 hours

What to Include:

• Order number
• Product details
• Reason for return
• Any relevant photos

Our Promise: We are committed to making your shopping experience with Castra exceptional. If you have any concerns about our return policy or need assistance, please don't hesitate to reach out. Your satisfaction with our natural essential oils is our top priority.

Thank you for choosing Castra Essential Oils!