You have 30 calendar days from the date of receipt of your order to exercise your right of return or withdrawal.
- Return: in the event of a defective product.
- Withdrawal: if you decide to return the product for personal reasons.
To manage returns quickly and easily, you may use the DPD returns system via the designated returns link.
Conditions for Returns
Castañer will accept returns provided that:
- The product is in perfect condition and has not been used.
- The item is returned in its original box and packaging (or equivalent), and the packaging is not damaged.
- The completed packing slip included with your order is enclosed inside the return parcel.
Returns without the required documentation will not be accepted.
Return Costs
Castañer will accept returns if the product is in perfect condition and has not been used. For your return you must use the original box or packaging or similar and that it has not been damaged.
To make the return, fill out the form that you will find inside your order and send it to Castañer together with the product to be returned, with its box and its internal packaging or similar. We cannot accept returns without documentation.
- A return fee of £5.99 will be deducted from the refund amount.
- In the case of a defective product, returns are free of charge.
Refunds will be issued using the same payment method used for the original purchase. The refund will be processed within 7 working days of receipt and validation of the returned item.
The time required for the refund to appear in your account may vary depending on your bank. For further details, please contact your financial institution.
Return Procedure
>Northern Ireland
Customers in Northern Ireland cannot process returns through the DPD portal. Please contact our Customer Service team at:
info.uk@castaner.com
Once your request has been received, we will provide a return label and arrange for collection from the address you specify.
>Rest of the United Kingdom
To request a return, access the designated returns link https://our-returns.dpd.co.uk/GOLDFINCH_AGENCY_LIMITED and enter:
- Your order number
- The email address used to place the order
You will receive a QR code and will not need to print a label. Present the QR code at the selected drop-off point.
The refund will be issued minus the £5.99 return fee.
You will receive a QR code and will not need to print a label. Present the QR code at the selected drop-off point.
The refund will be issued minus the £5.99 return fee.
Exchanges
Castañer does not offer direct exchanges.
If you wish to exchange an item, you must:
- Return the original item.
- Place a new order for the desired product immediately or once your refund has been processed.
Please note that prices may vary during promotional periods. The price applicable to the new purchase will be the price in effect on the date of the new order. All exchanges are subject to stock availability.
For assistance, please contact:
info.uk@castaner.com