DAMAGE IN TRANSIT:
All fabric must be inspected upon receipt. When a damage or quality discrepancy is found, photos should be taken of the product fault. If you receive a package that is in good condition but the merchandise is damaged, please contact us immediately. Please see "Claim Procedures".
No claims will be accepted after 10 business days of receipt of fabric. Once the fabric has been cut we will not accept a claim or return. Returns will not be accepted without proper authorization. Castel is not responsible for customers ordering the wrong color or pattern. Claims for labor charges will not be accepted under any circumstance.
Our fabrics are not guaranteed against color fading through undue exposure to the sun. We are not responsible for atmospheric conditions, which sometimes tend to shrink or stretch fabrics after installation.
CLAIM PROCEDURE FOR QUALITY DISCREPANCY:
We require a written detailed explanation of the discrepancy, accompanied by photos. A determination will be made within 1 business day either qualifying the claim immediately, requesting to investigate further or close the inquiry.
Claim immediately qualified: If we can determine by the written explanation and photos that the fabric received by you is defective or damaged, we will honor the claim without further request for inspection. We will issue a call tag to return the fabric to us and we will replace the fabric (if available) immediately at no charge. If the fabric is not readily available, we will advise date for incoming stock. If the replacement is urgent and you cannot wait, we will first look for a comparable substitute. If we cannot find a suitable replacement we will refund your order.
If further investigation is required: If we cannot determine the validity of the claim immediately, we will request that the fabric be shipped back to us for a physical inspection. Please note that many of our fabrics are stocked in Europe and we need up to a 10-12 day window to inspect the claim. We will issue a call tag to pick up the fabric. We will also require credit card information be furnished before returning goods in the event the claim is not qualified. If we honor the claim, the credit card will not be billed and a replacement order will be expedited to replace the original order. If we do not honor the claim, the fabric will be returned to the original ship to location and freight charges will be billed to the card.
If the replacement is a "Rush": If you cannot wait the 10-12 day claim-processing period and you need the fabric re-shipped immediately, we require that you pay the replacement order in full, including freight and taxes. We will issue a call tag to pick up the fabric. If we qualify the discrepancy as a valid claim, you will be refunded the full amount for the replacement order. If we do not honor the claim, the original order will be returned to the original ship to location and freight charges will be billed to the card. In addition, you will not be refunded for the replacement order.
We shall not be liable for any delay in delivery or failure to deliver any or all of the products if such delay or failure is caused by lockouts or other labor disputes, production interruptions or limitations, shortages or late delivery of raw materials, natural disasters, or other causes beyond our control.