Kastroon – Return & Refund Policy

At Kastroon, customer satisfaction is our priority. We work with trusted logistics and supply partners to ensure reliable delivery, quality products, and fair warranty procedures.

Shipping & Delivery Information

Shipping costs and estimated delivery times are calculated automatically once you enter your shipping address and postal code during checkout.

Shipping rates are based on volumetric weight and destination country. Because of this calculation, delivery estimates may not appear until the address fields are completed.

Damaged, Missing, or Incorrect Items

If your order arrives damaged, incomplete, or incorrect, you must notify us within 48 hours of delivery.

Important:
If the package shows visible signs of damage at delivery (scratches, dents, humidity, torn packaging, etc.), the customer must sign the courier receipt indicating “Damaged package”.
If this is not done, the claim may be rejected by the carrier.

Please provide photo or video evidence showing:

• the damaged product

• the shipping box and interior packaging

• the shipping label

All packaging and labels must be kept until the case is resolved.

Warranty Policy

All products include a 2-year warranty (1 year for refurbished or professional-use products).

Warranty periods:

DOA (Dead on Arrival) – First 14 Days

If a product is defective within the first 14 days:

• The item will be collected for inspection.

• Depending on brand policy, a refund or replacement may be issued.

Standard Warranty – After 14 Days up to 2 Years

After the first 14 days and within the two-year warranty period:

• The case is usually handled by the official brand service center.

• If the brand refers the customer to the seller, Kastroon will manage the claim with the supplier.

Resolution times depend on brand and product type (approximately 30 working days after the item is received by the service center or warehouse).

Warranty Claim Requirements

• Serial number must match the original product.

• Products requiring installation must include a valid installation certificate from a qualified technician.

• Large appliances must be returned palletized and packaged as originally delivered.

• Electronic devices must be returned without passwords, locks, or linked accounts.

If the item is inspected and found to be functioning correctly, or damage is determined to be customer-caused, return shipping fees may apply.

When Returns Are Not Accepted

Returns may be denied if:

• The product has been used or damaged by the customer.

• Original packaging, accessories, or seals are missing.

• The device has active login credentials or locks.

• The product is fully functional and the customer simply changed their mind (unless unopened and unused).

• The order is a B2B purchase — right of withdrawal applies only to B2C customers.

Large Item Deliveries

Large or heavy items are delivered at street level.
If returned, they must be palletized and packaged exactly as originally delivered.

Return Process

To submit a return request:

1. Contact our support team and provide your order number.

2. Include photo/video proof if required.

3. We will review the case and contact our logistics partner.

4. After approval, the product will be collected or replaced.

Processing times may vary depending on supplier and product category.

Right of Withdrawal

Customers may withdraw and return a product within 14 days if it is:

• unused,

• unopened, and

• in its original packaging.

Return shipping costs in this case are the customer’s responsibility.

Contact Information

For any after-sales support or return request, please contact:

Email: info@kastroon.com
Working Hours: Monday – Friday, 09:00 – 17:00