Política de reembolso

Effective date: 10 September 2026  ·  Last updated: 10 September 2026

Nothing in this policy limits your rights under the Australian Consumer Law (ACL). If a product fails to meet the consumer guarantees under the ACL, you may be entitled to a repair, replacement, refund or other remedy depending on the nature and seriousness of the problem.

Item arrived damaged, faulty, or incorrect

If your watch arrives broken, damaged, scratched, faulty, or incorrect, we cover the return in full - you do not pay for shipping.

  1. Contact us as soon as reasonably possible after becoming aware of the issue and provide your order number and a description of the problem. This does not affect your rights under the Australian Consumer Law, which are not limited by the 30-day timeframe that applies to our separate change-of-mind policy. We may ask you to provide photos or a short video where reasonably necessary to help us assess the problem.

  2. We may assess the product to determine the nature of the problem. If the product has a major failure under the Australian Consumer Law, you are entitled to choose a refund or replacement. If the problem is not a major failure, we may choose to repair the product within a reasonable time. If we cannot repair the product within a reasonable time, you may be entitled to a refund, replacement or another remedy available under the Australian Consumer Law.

  3. If the product needs to be returned for assessment, we will provide a free return shipping method or reimburse reasonable return shipping costs if you are required to pay them upfront and the product is confirmed to have a fault covered by this policy or the Australian Consumer Law.

Change of mind

Our 30-day change-of-mind policy is a voluntary policy provided in addition to your rights under the Australian Consumer Law. If you simply changed your mind and the item arrived as described and undamaged, we accept returns within 30 days of delivery, provided the item is unused and in its original packaging. The customer covers the cost of return shipping in this case. Once we receive and inspect the item, we will process your refund within 5-10 business days to your original payment method.

Change-of-mind returns not covered

  • Change-of-mind returns requested more than 30 days after delivery

  • Products returned with signs of use or wear

  • Products not returned in their original packaging where required by our change-of-mind policy

Damage caused by the customer

Consumer guarantees generally do not provide a remedy where the problem was caused by misuse or damage caused by the consumer, such as accidental damage, misuse, unauthorised modification or water exposure beyond the stated water-resistance rating. Nothing in this section limits any rights you may have under the Australian Consumer Law.

How to start a return or claim

Email us with your order number and a brief description of the issue or reason for return. If the item is damaged or faulty, we may ask for photos or a short video where reasonably necessary to help us assess the problem. We will confirm the next steps within 1-2 business days.

Questions? Contact castilanwatches@gmail.com.