Refund policy

RETURN & REFUND POLICY
Last updated: 30 September 2026

At Castle Co-op, we want you to be satisfied with your purchase. This policy explains our returns, refunds and your rights under the Australian Consumer Law. Nothing in this policy excludes, restricts or modifies any right or remedy that cannot lawfully be excluded.

AUSTRALIAN CONSUMER LAW
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. If a product has a major problem, you may choose a refund or replacement and may also be entitled to compensation for reasonably foreseeable loss or damage. If a problem is not major, we may provide a repair or replacement within a reasonable time.

CHANGE-OF-MIND RETURNS
In addition to your statutory rights, we accept eligible change-of-mind returns requested within 30 days after delivery. The item must be unused, unworn and in substantially its original condition, with original packaging, tags and accessories, and accompanied by proof of purchase. Contact Castle Co-op before returning anything; do not send an item until we provide return instructions.

Unless required by law, change-of-mind returns are not available for personalised or made-to-order goods, perishables, opened hygiene-sensitive products, gift cards, clearly identified final-sale items, or products identified as non-returnable on the product page.

FAULTY, DAMAGED OR INCORRECT ITEMS
Contact us promptly with your order number, a description of the issue and photographs where reasonably possible. We will assess the issue and provide an appropriate remedy under the Australian Consumer Law. Where return postage is reasonably required for a confirmed fault or incorrect supply, Castle Co-op will cover reasonable return costs as required by law.

SUPPLIER-FULFILLED ORDERS
Some products are fulfilled directly by independent suppliers through Shopify Collective. An order may arrive in separate shipments and return addresses may differ by item. Castle Co-op remains your customer-service contact and will coordinate with the relevant supplier. Always wait for our return instructions before sending an item.

CHANGE-OF-MIND SHIPPING
For approved change-of-mind returns, the customer pays return postage unless we agree otherwise. Original shipping charges are generally non-refundable. We recommend tracked postage; Castle Co-op is not responsible for a change-of-mind return lost before receipt.

REFUNDS AND EXCHANGES
After an eligible return is received and inspected, we will notify you of the outcome. Approved refunds are issued to the original payment method unless otherwise agreed or required by law. Your bank or payment provider may need additional processing time. Exchanges are subject to availability and additional shipping charges may apply for change-of-mind exchanges.

HOW TO REQUEST A RETURN
Contact Castle Co-op through castleco-op.com and include your order number and reason for return. We will provide the applicable return instructions and address.