Return & Refund Policy
At Castelo, we want you to be confident when purchasing your home appliances. We carefully inspect and prepare every order before it is delivered to you.
If you need to request a return, please contact our customer service team as soon as possible after receiving your order.
Return Period
Customers should contact Castelo within 2 days of accepting delivery to request a return for an eligible product.
To help us process your request quickly, please contact our team as soon as you notice any issue with your order.
All return requests are subject to the applicable return conditions and consumer protection regulations in Egypt.
Return Conditions
For a return to be accepted, the product should be returned in the condition in which it was received.
The following conditions apply:
- The product should be in its original condition.
- The product and its packaging should not have been damaged by the customer.
- The original packaging should be kept in good condition and should not have significant scratches, tears, dents, or other damage caused after delivery.
- The product should not have been improperly used, modified, or damaged.
- All original accessories, manuals, parts, and items supplied with the product should be returned where applicable.
- The original invoice or proof of purchase may be required.
- The product’s serial number, labels, and identifying information must remain intact.
- Castelo may inspect the product and packaging before approving a return.
Important
We recommend checking your order and its packaging carefully when it is delivered.
If you notice visible damage to the package or product, please inform the delivery representative and contact Castelo as soon as possible.
Products That Have Been Used
Products that have been used, installed, modified, or damaged after delivery may not qualify for a return where the applicable return conditions require the product to remain in its original condition.
For appliances that require installation, we recommend contacting Castelo before installing the product if you believe there is an issue with the order or product.
Damaged or Defective Products
If your product arrives damaged, has a manufacturing defect, or does not conform to the specifications of your order, please contact Castelo immediately.
Our team may request photographs, videos, the invoice, serial number, or other information to help identify the issue.
Depending on the nature of the problem, the product may be inspected or assessed before a return, replacement, repair, or refund is approved.
Defective products are handled in accordance with applicable Egyptian consumer protection requirements.
How to Request a Return
1. Contact Castelo
Contact our customer service team within 2 days of accepting delivery whenever you need to request a return.
2. Provide Your Order Information
Please provide your:
- Order number
- Name
- Phone number
- Product details
- Reason for the return
- Photos or videos of the product and packaging, if requested
3. Product Inspection
Our team will review your request and may arrange for the product to be inspected.
The product and packaging may be checked to verify their condition and determine whether the return requirements are met.
4. Return & Refund
If the return is approved, Castelo will coordinate the return process with you.
Any applicable refund will be processed according to the approved return and the original payment method, subject to applicable terms and regulations.
Packaging & Product Condition
Please keep the original packaging after receiving your order.
The packaging helps protect the appliance during transportation and may be required when arranging a return.
For a smooth return process, please avoid:
- Scratching or damaging the packaging
- Throwing away the original box
- Removing or damaging product labels or serial numbers
- Installing or modifying the appliance before contacting us about a suspected issue
- Discarding accessories, manuals, or other items included with the product
Frequently Asked Questions
How long do I have to contact Castelo about a return?
For our return process, please contact Castelo within 2 days of accepting delivery.
This allows us to identify and address return requests as quickly as possible.
Can I return a product if the package is scratched?
The condition of the packaging is considered when evaluating a return. If the packaging has been significantly scratched, damaged, torn, or otherwise altered after delivery, the return may not meet the applicable return conditions.
However, if the damage was present when the order was delivered, please report it to our team immediately so we can assess the situation.
Can I return an appliance after using or installing it?
Returns may be subject to the product’s condition and applicable consumer protection requirements. If you believe there is a problem with an appliance, contact Castelo before using or installing it whenever possible.
What if my product arrives damaged?
Contact Castelo immediately and provide photos or videos of the product and its packaging. Our team will review the issue and guide you through the appropriate next step.
What if the product has a manufacturing defect?
Please contact us as soon as you discover the defect. Defective products are handled according to the applicable warranty and consumer protection requirements.
Do I need to keep the original packaging?
Yes. We strongly recommend keeping the original packaging, accessories, manuals, and other items supplied with your product until you are completely satisfied with your purchase.
Our Commitment
At Castelo, our goal is to make every purchase as simple and reliable as possible.
We are committed to handling return requests fairly, protecting our customers’ rights, and providing appropriate support when a product is damaged, defective, or does not meet the applicable purchase requirements.
If you have any questions about returning your Castelo product, please contact our customer service team.
Castelo — Quality Appliances, Trusted Service.