Refund policy
At Cardcastle, every item is carefully designed and 3D printed to order. If something isn’t right with your order, we’re here to help.
Returns
We offer a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be:
-
In the same condition you received it
-
Unused
-
Accompanied by proof of purchase
To start a return, please contact us at josh@cardcastle.ca.
If your return is approved, we’ll send instructions on how and where to send your item. Items sent back without contacting us first may not be accepted.
Damaged or Incorrect Items
Please inspect your order when it arrives.
If your item is damaged, defective, or you received the wrong product, contact us as soon as possible at josh@cardcastle.ca with a photo of the issue. We’ll make it right.
Custom or Personalized Items
Because many Cardcastle3D products are made-to-order or customized, we cannot accept returns on custom or personalized items unless they arrive damaged or defective.
If you’re unsure whether your item qualifies, feel free to reach out before ordering.
Exchanges
If you’d like a different item, the fastest option is to return your original purchase (if eligible) and place a new order once the return is approved.
Refunds
Once we receive and inspect your return, we’ll notify you whether your refund has been approved.
If approved, your refund will be issued to your original payment method within 10 business days. Please note that your bank or credit card provider may take additional time to process the refund.
If more than 15 business days have passed since your refund was approved, please contact us at josh@cardcastle.ca.
EU Customers
If your order is shipped to the European Union, you have the right to cancel or return your order within 14 days, for any reason and without justification. The item must be unused and returned in its original packaging with proof of purchase.