Refund policy
Returns, Refunds, Lost Parcels/Delivery Delays:
Please inspect your order upon receipt and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and make it right.
If your parcel is lost or damaged during transit, please notify us immediately so we can file a claim with the shipping carrier. To process a claim for damaged items, we will need photos of the damaged product, along with its packaging and shipping label. Unless requested, shipments are sent "No Signature Required." If you would like your parcel sent "Signature Required," we will contact you with the cost for this additional service.
We are not responsible for delays, incorrect addresses, or theft after a shipment has been dispatched. We will do our best to assist you if your package has been delayed, but delays are out of our control and we cannot provide a refund or replacement unless the parcel is officially declared "lost" by the courier.
To be eligible for a return, your item must be Unopened and in the same condition that you received it. We will only return goods from customers who purchased directly from our website. For returning goods that were not due to an error on our part, the return freight will be the responsibility of the customer and a restocking fee of 15% may apply. If applicable, we do not reimburse any original shipping charge. We will notify you once we’ve received and inspected your return. If approved, you’ll be automatically refunded on your original payment method within days of receiving back the return. Please remember it can take some time for your bank or credit card company to process and post the refund too.
To start a return, you can contact us at sales@countryrosecastile.com. Please note that returns will need to be sent to our US or Canadian address depending on where you are located. We will provide that address when we authorize the return.
If your return is due to our error we will email you a return shipping label. If the return is due to any other reason then any shipping or freight will be your responsibility.
You can always contact us for any return question at sales@countryrosecastile.com.
Tariffs:
In anticipation of new U.S. government regulations taking effect on August 29th, we have made changes to our shipping policies and product mix for orders shipping to the United States.
On August 29th, the U.S. Government will remove the $800 de minimis duty-free exemption for U.S. customers. This change means that products not covered under the USMCA trade agreement between the U.S., Canada, and Mexico will face tariffs, significantly increasing costs for U.S. customers.
In an effort to protect our customers from unexpected fees or delivery issues, we have updated our online stores product mix to only display USMCA-compliant products for U.S. customers. This will help to ensure your order clears customs as smoothly and efficiently as possible, allowing you to continue shopping with confidence.
Any tariffs or customs fees charged to the Buyer by the U.S. government are collected by the freight company on behalf of the U.S. government. As such, any additional customs fees, import duties, taxes, or tariff charges are the responsibility of the customer.
With this in mind, in an effort to minimize the chance of fees and reduce shipping costs for U.S. customers, we will only be offering Express Courier Services to the United States through UPS and FedEx at this time. This is due to UPS and FedEx including brokerage and other fees within their Express Courier shipping option.
We truly appreciate your patience and continued support as we make these adjustments to create the best shopping experience for our U.S. based customers.