Refund policy

Refund, Resend & Returns Policy

Last updated: July 5, 2026

At Castoraly, your satisfaction is our priority. Please read our policy carefully so you know what to expect if something goes wrong with your order.

How to Request a Refund or Return

To help us resolve your issue as quickly as possible, please contact us with:

  • Clear photos or a video of the damaged or incorrect item
  • A screenshot or description of the issue, including your order number and the date you received it

1. Delayed Orders

If your order hasn't arrived within the following timeframes from the date it was shipped, please contact us and we'll investigate:

  • Most countries: 60 days
  • United States: 45 days
  • Brazil: 110 days
  • Orders shipped via CJPacket Liquid Line: 100 days

Note: Sometimes packages are held at a local post office due to an incomplete address or missed delivery attempt. If your tracking shows this, we recommend contacting your local post office directly — it's often the fastest resolution.

2. Orders Not Received

If your tracking shows your order as delivered but you haven't received it, please reach out to us. We'll do our best to investigate, though in some cases we may require an official non-delivery certificate from your local post office.

Please note: Castoraly cannot be held responsible for packages that were undeliverable due to an incorrect or incomplete shipping address provided at checkout.

3. Damaged Items

We take product quality seriously. If your item arrives damaged:

  • Severely damaged: We'll offer a full refund or replacement.
  • Partially damaged (excluding minor cosmetic issues such as slight wrinkles, small scratches, or loose threads): We'll offer a partial refund or replacement.

For electronics, please report any damage within 30 days of delivery.

Note: We are unable to offer refunds for damaged outer packaging only, as some wear during international shipping is expected.

4. Incorrect or Missing Items

If you received the wrong item or something is missing from your order:

  • Wrong item: Full refund or replacement.
  • Wrong color or size (where it doesn't affect function): Refund or replacement — please send us a photo.
  • Missing parts that affect how the product works: Replacement sent.
  • Missing accessories: Replacement sent.

5. Order Cancellations

We process orders quickly, so please contact us as soon as possible if you need to cancel. We can offer a full refund if your order hasn't been processed yet.

Please note the following orders cannot be canceled once payment is confirmed:

  • Custom or print-on-demand (POD) items
  • Pre-order or special inventory items
  • Orders that include custom photography or video

6. Items Not Eligible for Refund or Return

We're unable to accept disputes or process refunds in the following situations:

  • You've changed your mind or no longer want the item
  • You ordered the wrong size, color, or SKU
  • The shipping address provided was incorrect
  • The package was refused, unclaimed, or not picked up from the post office
  • The item was damaged due to customs inspection or force majeure events (natural disasters, pandemics, strikes, war, etc.)

7. Shipping Restrictions

Due to international shipping limitations, we may be unable to ship to or guarantee delivery in certain regions. If your country is not supported at checkout, please contact us at [your support email] and we'll do our best to assist.

Contact Us

Have a question or need to start a return? Reach out to our team at castoralystore.com and we'll get back to you as soon as possible.