Refund policy

RETURN POLICY

Right of Withdrawal

The Customer has the right to withdraw from the contract without giving any reason within a period of 14 days from the day of receiving the Goods, in accordance with applicable European Union law.

To exercise the right of withdrawal, the Customer must inform us of their decision by contacting us via email at: contact@castle-gothic.com

Return Conditions

The returned Goods should be:

  • in unused condition, without signs of wear or use beyond the ordinary testing of the product,

  • with all elements that were delivered with the product included (e.g., tags, if attached),

  • packaged where possible in the original packaging.

A proof of purchase is required for the return, e.g., order number, email confirmation, or receipt.

Return Address

Returns should be sent to the address:

AETERNITAS VISION Sp. z o.o.
ul. Gustawa Ehrenberga 36
31-309 Kraków
Poland

Goods sent without prior notification of return may not be accepted.

Return Procedure

Upon receiving a return request, we will inform the Customer of the next steps.

If the return is accepted, the Customer will receive instructions on how to send the Goods back.
If a return label is provided, we will inform whether it is free of charge or if its cost will be deducted from the refund amount.

Return Costs

The cost of sending the Goods back is borne by the Customer, unless we clearly state otherwise in individual correspondence.

Damages and Order Errors

Upon receiving the shipment, the Customer should check the Goods and contact us immediately in case of:

  • receiving a defective or damaged product,

  • receiving an incorrect Good.

This will allow us to quickly assess the situation and propose an appropriate solution.

Exceptions to the Right of Return

The right of withdrawal does not apply to certain categories of Goods, according to applicable law, in particular:

  • Goods made to order or personalized,

  • Goods which, after delivery, have been unsealed and cannot be returned for hygiene reasons,

  • Perishable goods or goods with a short shelf life,

  • Gift cards.

Products covered by promotions or sales are subject to returns under the general conditions, unless they belong to the above categories.

Exchanges

We do not perform direct exchanges of Goods.
To receive a different product, the Customer should return the original Good and place a new order after the return is accepted.

Refund

After receiving and checking the returned Good, we will inform the Customer of the decision regarding the refund.

If the return is accepted, the funds will be refunded using the same payment method that was used when placing the order, within a maximum of 10 business days from the approval of the return.

Please note that the time for the refund to be credited may depend on the bank or payment provider.

If more than 14 business days have passed since the approval of the return, please contact us at: contact@castle-gothic.com