At Castags, we aim to provide you with premium leather handbags that meet your expectations. This Return and Refund Policy explain how returns, exchanges, and refunds are handled for purchases made through our website, ensuring transparency and compliance with Hong Kong laws, including the Personal Data (Privacy) Ordinance (PDPO).
Products are eligible for return or exchange if they are in their original condition, unused, and include all packaging, tags, and accessories. Items showing signs of wear, damage, or alteration cannot be accepted. We recommend checking your order immediately upon delivery to ensure satisfaction.
To initiate a return, please contact our team at info@castags.com with your order number and reason for return. Our staff will guide you through the process, provide instructions for shipping, and confirm whether the item qualifies for return. Returns must be submitted within 14 calendar days of receiving the item.
Customers are responsible for shipping items back to Castags unless otherwise stated. It is recommended to use a trackable courier service to ensure the item arrives safely. Castags is not responsible for packages lost during return transit.
Upon receipt, returned products will be inspected for eligibility. Items meeting our return criteria will be approved for refund or exchange. If an item does not meet the standards, it will be returned to you at your cost.
Approved refunds will be processed to the original payment method within 7–10 business days after inspection. Refund amounts exclude shipping charges unless the return is due to an error on our part. Customers will receive confirmation once the refund has been initiated.
If you wish to exchange an item for a different size, color, or style, please indicate your preference when contacting us. Exchanges are subject to product availability. Additional costs may apply if the replacement item differs in price.
If a product is received damaged or defective, please notify us immediately at info@castags.com with photos and a description. We will assess the issue and provide a replacement, repair, or refund at no extra cost. Prompt reporting ensures faster resolution.
During the return or refund process, we may collect personal data such as your name, order number, and contact information. Castags handles this information in accordance with the PDPO, ensuring it is securely stored and used solely for processing returns, refunds, or exchanges.
Castags may update this policy periodically to reflect operational changes or regulatory requirements. We encourage customers to review this page before making purchases or initiating returns. Continued use of our website constitutes acceptance of the updated policy.
For any questions regarding returns, refunds, or exchanges, contact info@castags.com. Our team is available to provide guidance, answer questions, and ensure that your experience with Castags remains smooth, transparent, and satisfactory.