Returns & Refunds
In the unlikely event that you are not entirely satisfied with your products from Castles for Rascals, we are happy to accept any returns within 14 days, so long as you inform us by telephone or email within 7 days of receipt. You will receive a full refund of the price you paid for the products, although you will be responsible for the cost of returning the item(s),providing items are in a completely saleable condition and in their original packaging. We will refund you on the credit card or debit card used by you to pay.
Unfortunately, we are not able to accept any returns on bespoke products unless they are faulty.
Please note that unless the products are faulty or not as described (see our full terms and conditions) you will be responsible for the cost of returning the products to us or, where relevant, the cost of us collecting the products from you. We will advise you of the collection charge when arranging the collection with you but this charge will be no more than the original delivery charge. If for any reason a delivery fee was not charged, the usual delivery fee for your area will be calculated and applied.
If you are sending items back to us via Royal Mail we strongly recommend that you obtain a free 'Certificate of Posting' from the Post Office, as we cannot accept responsibility for parcels lost in transit. For extra peace of mind you might want to return items via Recorded Delivery as that service should provide reasonable insurance
If you need to return a product because it is faulty, we will refund the price of the faulty product in full, any applicable delivery charges, and any reasonable costs you incur in returning the item to us.
If the product requires collection, we will collect the product from the address to which it was delivered. We will contact you to arrange a suitable time for collection.
Please contact customer services 0800 0937 422 to arrange to return an item and/or refund.