Returns Policy

Castellani Australia and New Zealand

Our change of mind policy

If you change your mind, you can return most products (see below) within 7 days after receiving your order provided the following conditions are satisfied:

Proof of purchase must accompany the product being returned. You will need to provide an original Castellani Australia / New Zealand receipt or online tax invoice which includes reference to the item you are returning; and

The product must be unwashed and unworn with the original tags attached and in resalable condition (it must not have been damaged or altered in any way by you).

There is an applicable restocking fee of $15.00 inc GST for an order being returned for change of mind. The customer accepts this charge when the process of refund for change of mind is initiated by them.

We do not accept the return of products under our change-of-mind policy that are:

Sale or marked down items category;

Face Masks

Water bottles; and

Socks

For change-of-mind returns we will choose whether you are given a refund, store credit or an exchange for the same item or for an alternate item (which we consider to be of equivalent type or value).

Can I exchange my product(s)?

If you want to exchange your product under this return policy, please phone 61+488288778 or go to www.castellaniaus.au or www.castellani.nz and submit your request through the CONTACT US page. Please do not return before contacting us as your items may be under the products where returns are not accepted.

How many days do I have to return my order?

If you change your mind, you can return most products (see our change of mind policy) within 7 days after receiving your order. Contact us through our website ‘Contact Us’ page at www.castellaniaus.au or www.castellani.nz to assess your returns request.

What is the process for returning my order?

You can return an online purchase via Australia Post. Follow these steps to complete a successful return:

Go to our website and click the ‘Contact Us’ page.

Enter your order number, email address and full name.

Note the item(s) you wish to return

Await a reply email to your request for a return. A response will be provided within 3 working days.

Once the refund is underway, prepare your parcel, at your cost to be posted via Australia Post with tracking to PO Box 17 WELSHPOOL DC WA 6986

Don’t forget to include in your parcel – a copy of your order placed and the items you wish to exchange or return.

Drop your parcel off at your nearest Australia Post location

Once your parcel has been scanned by Australia Post, you can track your return via the link, please forward the tracking number to us to ensure it’s arrival.

What if I don't have access to a printer?

Write on a piece of paper, your full name, address, email address and phone number, date of purchase and date of return, add this inside your return parcel.

When will I get my refund after I have returned my order?

Once you have posted your return to us, please allow up to 3-4 weeks for your refund to be processed back to your original payment method.

Consumer guarantees

You have statutory rights under the Australian Consumer Law that are in addition to and are not limited by our change-of-mind policy or by any other return policy, statement or comment we might make. If a consumer guarantee is not met, for example if a product is not of acceptable quality, is not fit for its purpose or is different from its description or sample, then you may be eligible for a refund, exchange or to be compensated for any drop in value of the product (if you keep it). If the issue with the product is a minor one, we may choose to offer you a free repair of the product. The consumer guarantees do not apply where, after sale, the product is damaged through misuse or abnormal use. Further information about the consumer guarantees is provided here:

https://www.accc.gov.au/consumers/consumer-rights-guarantees/consumer-guarantees 

(which includes details about the consumer guarantees) and here:

https://www.accc.gov.au/consumers/consumer-rights-guarantees/repair-replace-refund#repairs

(which includes details about your rights where a consumer guarantee is not met)

To make a claim under the consumer guarantees, you will need to return the item to us and provide proof of purchase. We expect the proof you provide to include some specific reference to the item your claim relates to or the specific amount paid for the item. To make a claim under the consumer guarantees please contact us through our website contact page at www.castellaniaus.au or www.castellani.nz .