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Returns & Refunds Policy
100% Satisfaction Guarantee
At Castlemere, we want you to be delighted with every purchase. If for any reason you're not completely satisfied, we'll make it right. We stand behind every product we sell.
Our Return Policy
We accept returns within 30 days of delivery for exchange or refund (less shipping and handling). Items must be unused and in original condition with tags attached where applicable.
Eligible for Return
Unused books in original condition, plush toys and puppets with tags attached, toys in original packaging, items received in error, defective or damaged items, and items that don't match their description can all be returned.
How to Return an Item
Contact us with your order number and reason for return. Complete the "Return Copy" of your Sales Receipt and return it with the item(s) using the included address label. Customers are responsible for return postage. We recommend using a trackable shipping method.
Refund Processing
Upon receipt of your returned item(s), we will inspect it and process your refund within 5 business days. Your account will be credited and the refund will appear on your next statement depending on your issuing bank and billing cycle.
Exchanges
If you've requested an exchange, your account will be credited for the return and charged for the new item plus shipping and handling. We're happy to help you select the right product!
Damaged or Defective Items
If you receive a damaged or defective item, please contact us immediately. We'll provide a prepaid return label and send a replacement or issue a full refund, including original shipping costs.
Wrong Item Received
If we sent you the wrong item, we sincerely apologize! Contact us right away and we'll send the correct item and provide a prepaid return label for the incorrect item at no cost to you.
Non-Returnable Items
For health and safety reasons, books or items that show signs of use or wear, items without original tags or packaging (except for defects), items marked as "Final Sale" or "Clearance", and personalized or custom-made items cannot be returned.
Questions About Returns?
Our customer service team is here to help make the return process as smooth as possible. Contact us with any questions about returns, exchanges, or refunds.
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