RETURNS & REFUNDS POLICY

Thank you for shopping with us. We want you to be completely satisfied with your purchase. If a product does not meet your expectations, we are here to help you resolve the issue quickly.

Please review our return guidelines below.

1. Return Window
   You have 30 days from the date of delivery to request a return or exchange for standard stock items.
   
   
2. Condition of Goods
   To be eligible for a return, your castors, wheels, or accessories must be:
   
   ● Unused, unmounted, and in the same condition that you received them.
   ● Free from any scratches, grease, or signs of installation.
   ● In their original, undamaged packaging.
   
   
3. Non-Returnable Items
   The following items cannot be returned or exchanged:
   ● Custom Modifications: Castors or wheels that were custom-drilled, fitted with non-standard bearings, or modified to your specific engineering requirements.
   ● Bulk or Special Orders: Large-volume orders or non-stock items brought in specifically for your project (unless proven defective).
   ● Clearance Items: All sales on clearance or "end-of-line" products are final.
   
   
4. Restocking Fees
   To cover warehouse handling, safety inspections, and repackaging costs:
   ● Standard returns are subject to a 15% restocking fee.
   ● This fee will be deducted from your final refund total.
   ● Restocking fees are waived if the return is due to our error (e.g., we shipped the wrong item).
   
   
5. How to Initiate a Return (RMA Process)
   Do not ship items back without prior approval. Unsolicited returns cannot be processed.
   1. Contact our customer service team at info@castormart.ie with your Order Number.
   2. If approved, we will issue a Return Merchandise Authorization (RMA) number and the correct return shipping address.
   3. Clearly write the RMA number on the outside of your shipping box (not on the product packaging).
   
   
6. Shipping Costs
   ● Change of Mind / Incorrect Choice: The customer is responsible for paying all return shipping costs. We highly recommend using a trackable shipping service, as we cannot guarantee receipt of your returned item.
   ● Damaged or Incorrect Items: If we shipped the wrong castor or the item arrived damaged, we will provide a pre-paid shipping label or arrange a courier collection at our expense.
   
   
7. Damaged or Defective Items
   Please inspect your order immediately upon delivery. You must report any transit damage, missing parts, or manufacturing defects within 5 business days of receipt. Please include your order number and photographic evidence of the issue.
   
   
8. Refunds
   Once your return is received and inspected by our warehouse team, we will send you an email notification. If approved, your refund (minus the restocking fee) will be processed, and a credit will automatically be applied to your original method of payment within [X] business days.