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Refund and Return Policy

We stand by our high-quality products and your satisfaction is guaranteed. As an added protection to ensure your complete satisfaction, we offer a 30-day money back guarantee. You have 30 days to request for refund from the day you receive the package. 

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. We do not accept returns on items that have been worn, damaged, washed or altered in any way.

Return Steps

  1. Please contact us for any return request at indicating the items you would like to return, the reason and proof of purchase.
  2. If your return request is accepted, we will send you instructions on how and where to send your package. 
  3. After receiving return instructions from us, please ship the items to be returned with the original packaging.

Our Customer Care team will contact you as soon as we receive your email. 

Items sent back to us without first requesting a return approval will not be accepted. Please do not send your return to the address on your package. This is not our return address and will affect the processing of your return.

Return Methods

We have no restrictions on the return method but we recommend you use your local post office. Customers will be responsible for paying return shipping cost. Please make sure you keep a record of the return tracking number.

Please ensure all returns are sent via recorded/signed delivery, we will not be responsible for any losses or damages caused during the return of items.


Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

The original shipping fee and insurance are non-refundable. Only regular priced items may be refunded, unfortunately sale items and gift items cannot be refunded. 

Processing of Refunds

If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at

Order Cancellation

You can cancel an order if order has not been processed. If you would like to cancel your order, please contact us within 3 hours after payment and verify with us if order has not been processed yet.

Package Inspection

Please inspect your order upon reception and contact us immediately for any issues and questions. We will do our best to rectify the issues. Please contact us if you receive your package with the following conditions:

  1. Defective, faulty or damaged items due to shipping or delivery issues
  2. Wrong items
  3. Items not received within 60 days

Items found damaged as a result of incorrect usage are not considered faulty. We highly recommend to follow instructions from the user manual.

Our policy lasts 30 days. If 30 days have gone by since you receive the package, unfortunately we can’t offer you a refund, replacement or exchange.

Kastielle reserves the right to refuse any returns and cancellation at any time.

If in case you are not satisfied with your order, please contact our Customer Care team by clicking here and we will do our best to help you out.

Working Hours

Monday - Friday
09:00am to 5:00pm NZT