Refund policy

Your statutory rights apply.

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. 

To be eligible for a return, your item must be in the same condition that you received it, unused and in its original packaging. 

To start a return, you can contact us at hello@castellodehaye.com. Please note that returns will need to be sent to the following address: The Workshop, 17 Union Mews, Hay on Wye, Herefordshire HR3 5EB. 

You can always contact us for any return question at hello@castellodehaye.com. 

Exceptions / non-returnable items
Certain types of items cannot be returned, such as opened beauty products. We also do not accept returns for Perfumes. Please get in touch if you have questions or concerns about your specific item.

• If returning due to change of mind, customers are responsible for return costs. We recommend using a tracked service.

• If returning due to faults or incorrect items, we will reimburse the standard return costs.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at hello@castellodehaye.com.