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Return & Replacement Policy

At Castleguru Ecom Private Limited, we are committed to delivering high-quality, authentic products. To safeguard both our customers and the business from fraudulent claims and abuse of return policies, we follow a strict return and refund policy.

When Can You Request a Return/Replacement?

• ✅ Damaged or defective product received
• ✅ Incorrect item sent compared to your order
• ✅ Product received is significantly different from the description or listing
• ✅ Missing items from the package (must be reported within 24 hours)

Conditions for Return:

• Must be reported within 24–48 hours of delivery
• Item must be unused, unwashed, and in its original condition
• Original invoice, packaging, labels, and tags are mandatory
• Clear unboxing video is required in case of missing or damaged items
• Approval is at the discretion of Castleguru after internal investigation

Non-Returnable & Non-Refundable Items:

• Items that are used, worn, or without original tags
• Items marked as "non-returnable" in the product description
• Items returned without our prior approval or outside policy window

Return/Replacement Will Be Rejected If:

• Returned product is found used or damaged by the customer
• Return request is raised after 7 days of delivery
• Product is returned without original tags/accessories
• No supporting evidence (images/videos) is provided for a complaint

How to Initiate Return or Replacement?

• Email support@castleguruecom.in with your order ID, complaint, and images/videos
• Call our support team at +91 72949 93860 during working hours (Mon–Sat, 10 AM to 6 PM)
• Our team will respond within 48 working hours with further instructions

Refund & Resolution Timelines:

• Refund will be processed only after the product passes our quality inspection
• Refund timeline: 5–7 business days post inspection approval
• Refund will be made to original payment method only. No cash refund allowed
• Shipping charges are non-refundable unless the return is due to our error

Strict Anti-Fraud Policy:

• Repeated returns or suspicious activity will result in account suspension
• Fake return claims or payment chargebacks will be legally challenged
• We cooperate with cybercrime authorities for any fraudulent behavior
• Returns from high-risk accounts may be denied at our discretion

Castleguru Ecom stands for customer trust, but we will not tolerate any misuse of our policies. We ensure every complaint is handled with care, but also reserve the right to protect our business and brand integrity.

Your cooperation in adhering to these policies ensures a secure and fair shopping experience for all.