Terms of service

Return-to-Origin (RTO) & Delivery

  • Fulfillment & Dispatch: Orders are packed manually and dispatched via KAŠTEL’s designated domestic courier partners.
  • Domestic Timelines: Standard delivery across urban areas in the UAE follows a next-day framework for orders confirmed Sunday through Saturday before 4:00 PM (GST). Orders placed after 4:00 PM (GST) will be processed the following day. Designated remote areas under courier scheduling are served on fixed weekly routes.
  • Failed Deliveries (RTO): If delivery cannot be completed after three (3) attempts due to inaccurate address details provided by the customer or failure to respond to courier contact attempts, the shipment will return to origin ("Return to Origin"). Upon return to our facility, the order will be cancelled. For prepaid orders (credit/debit card), the full purchase amount will be refunded to the original payment method. For Cash-on-Delivery (COD) orders, the order will be cancelled with no payment required.

Product Expectations & Quality Assurance

  • Material Integrity: KAŠTEL products are crafted using a precision-skived, full-grain aniline leather layer bonded over a rigid polycarbonate chassis. Genuine leather is an organic material; natural variances in grain, subtle markings, and progressive patina resulting from natural oils, light, and use are authentic characteristics of premium leather, not manufacturing defects.

Returns, Exchanges & Defect Resolution

  • Order Cancellation Before Dispatch: You may cancel any order prior to dispatch by contacting concierge@kastel.ae for a 100% full refund.
  • Change-of-Mind Returns: In compliance with Cabinet Decision No. 66 of 2023 and Federal Decree-Law No. 14 of 2023 on E-Commerce, customers may return unused, non-defective items in their original, undamaged packaging within fourteen (14) days of receipt for a 100% full refund.
  • Defect Resolution & Statutory Warranty: If an item exhibits a structural failure, manufacturing defect, or functional misalignment upon or after delivery, contact us at concierge@kastel.ae. Under UAE Consumer Protection Law, validated defects will be resolved through free repair, direct replacement, or a full refund, as detailed in our Refund Policy.

Privacy & Data Protection

KAŠTEL collects and processes personal data (including name, contact information, delivery address, and transaction details via our payment gateway) solely to fulfill orders, deliver concierge support, and optimize storefront experience. All processing complies with Federal Decree-Law No. 45 of 2021 on the Protection of Personal Data. For complete details, refer to our Privacy Policy.

Intellectual Property

The KAŠTEL name, the "KAŠTEL" wordmark, the debossed K monogram, the "Crafted to Protect" tagline, and all original product designs, imagery, video content, and written media on this storefront are the exclusive intellectual property of Kastel Studio FZ LLC. Unauthorized reproduction, modification, or distribution is strictly prohibited.

Limitation of Liability

To the fullest extent permitted under UAE law, and without prejudice to non-waivable statutory consumer rights under Federal Law No. 15 of 2020 on Consumer Protection, KAŠTEL’s total aggregate liability for any claim arising out of a purchase shall not exceed the total amount paid by the customer for the product. KAŠTEL shall not be liable for indirect, incidental, or consequential damages resulting from product use, except where such exclusion is barred by mandatory UAE law.

Amendments to These Terms

KAŠTEL reserves the right to update or modify these Terms at any time. Any changes take effect immediately upon posting to this page. Continued interaction with or purchases from the storefront following posted updates constitutes acceptance of the revised Terms.

Governing Law & Business Disclosures

These Terms are governed by and construed in accordance with the Federal Laws of the United Arab Emirates and the local laws of the Emirate of Ras Al Khaimah. Any dispute or claim arising from these Terms shall fall under the jurisdiction of the competent Courts of Ras Al Khaimah, UAE. (Nothing in this clause limits the consumer’s statutory right to file an administrative complaint with the UAE Ministry of Economy or the local Department of Economic Development).