Refund policy

Return Windows (Change of Mind vs. Defective Items)

In compliance with Federal Law No. 15 of 2020 on Consumer Protection (as amended by Federal Decree-Law No. 5 of 2023), Cabinet Decision No. 66 of 2023, and Federal Decree-Law No. 14 of 2023 on E-Commerce, online shoppers in the UAE are entitled to the following return rights:

  • Standard / Change-of-Mind Returns: You may return unused products within fourteen (14) days from the date of physical receipt for a 100% full refund of the total purchase price.
  • Defective or Non-Conforming Goods: If an item exhibits a manufacturing defect, mechanical failure, structural degradation, or does not match advertised specifications upon delivery, you are entitled to statutory remedies (repair, replacement, or full refund) as outlined in Section 4, regardless of the 14-day window.

To initiate any return, contact our Concierge Team at concierge@kastel.ae or via WhatsApp at wa.me/message/FG5OMZMNJ5H5F1 with your order number.

Conditions for Standard Returns (Change of Mind)

To qualify for a standard change-of-mind return within the 14-day window:

  • Items must be unused, unworn, and unaltered, showing no signs of carry, handling, or wear.
  • Items must be returned in their original, undamaged retail packaging.
  • Items must be free of secondary damage (e.g., non-factory punctures, structural distortion, or chemical exposure).
  • Proof of purchase must be provided (digital transaction invoice or Shopify order confirmation).

(Note: The above packaging and condition requirements apply strictly to change-of-mind returns and do not restrict your statutory rights regarding manufacturing defects discovered upon unboxing or initial use.)

Reverse Logistics & Refund Execution

  • Order Cancellation Before Dispatch: You may cancel any order prior to dispatch for a 100% full refund.
  • Complimentary Return Shipping: KAŠTEL provides complimentary reverse shipping for all approved returns within the UAE. Our concierge team will schedule a door-to-door collection via our designated courier service from your address at zero extra charge to you.
  • Inspection Timeline: Returned items are inspected at our facility within 5 business days of receipt.
  • Refund Execution:
    • Credit/Debit Card Payments (Stripe): The full amount paid is refunded directly to the original card. Processing typically takes 5–7 business days, subject to your issuing bank's procedures.
    • Cash-on-Delivery (COD) Orders: Refunded in full via direct electronic bank transfer within 48 hours of completed inspection. Customers may optionally request digital store credit or wallet credit instead.
  • Failed Inspection Handling: Items returned under "Change of Mind" that show clear signs of wear or missing packaging will be reviewed. We will contact you to arrange return delivery back to you or, where mutually agreed, offer an adjusted partial refund.

Statutory Warranty & Manufacturing Defects

If a defect or functional error appears during normal use, your purchase is protected under UAE Statutory Consumer Rights. In accordance with Cabinet Decision No. 66 of 2023:

  • First Remedy: KAŠTEL will repair the item free of charge using factory-standard components.
  • Second Remedy: If repair is not feasible or fails to resolve the defect, KAŠTEL will replace the item with a new unit of identical specifications.
  • Third Remedy: If an equivalent replacement is unavailable, or if the same fault recurs, you are entitled to a 100% full refund.

To file a warranty claim, submit photos or videos of the defect alongside your invoice to concierge@kastel.ae.