At Castle & Cabana, we value long-term relationships over one-time transactions. Our policies are designed to be fair, transparent, and aligned with the manufacturer standards of the premium brands we carry.
If you ever have questions before placing an order, we encourage you to contact us. We are here to help you make a confident and informed decision.
1. Order Cancellations
We understand that circumstances can change. The options available depend on the stage of your order.
1.1 Before Payment Is Processed
- Orders may be cancelled within 24–48 hours.
- A full refund will be issued.
1.2 After Payment Is Processed (Before Shipment)
If you need to cancel after payment is processed — including a change of mind:
- Cancellation is permitted prior to shipment.
- A payment processing fee may apply 3.5-5%.
- These fees are charged by third-party payment processors and are not retained by Castle & Cabana.
Please contact us as soon as possible to ensure we can stop the shipment in time:
- Phone: 1-833-731-3278
- Email: sales@castleandcabana.com
1.3 After the Order Has Shipped
Once the product has left the warehouse:
- The order falls under our Return Policy.
- A restocking fee (25%–35%) may apply depending on the brand.
- Outbound and return shipping costs may be non-refundable.
1.4 Custom & Made-to-Order Products
Because these products are built specifically for you:
- Cancellations are allowed within 48 hours of placing the order.
- After 48 hours, cancellations — including buyer’s remorse — are not possible.
- Production begins immediately after confirmation.
- All custom and made-to-order products are final sale after the 48-hour window.
Your manufacturer warranty remains fully valid for product performance and functionality.
2. Returns
2.1 General Return Guidelines
Return requests must be submitted within 30 days of purchase, unless otherwise stated on the product page, and/or on this policy page.
To begin a return:
- Email sales@castleandcabana.com to request a Return Authorization Form.
- Please do not ship items back without authorization and proof of purchase.
To qualify for return, products must be:
- Unused
- Uninstalled
- Unopened
- In original packaging (including box and pallet, if applicable)
Returns due to buyer’s remorse are accepted within these guidelines and subject to applicable fees.
Customers are responsible for:
- Return shipping costs
- Restocking and handling fees
2.2 Brand-Specific Restocking Fees
Because we partner directly with premium manufacturers, their policies apply:
- Cosmo: 35% Restocking Fee + Return Shipping
- All Other Brands: Minimum 25% Restocking Fee + applicable shipping/handling
- Leisurecraft Saunas: Non-returnable and non-refundable unless an incorrect product was shipped
Additional notes:
- Refused shipments incur applicable restocking fees.
- Incorrect shipping details provided by the customer may result in restocking charges.
- Amending incorrect shipping address for already processed orders may incur an admin fee of $175. The fee will be different if the order is at the advanced stage of delivery and/or is a LTL delivery.
3. Exchanges
We are happy to assist with exchanges when possible.
3.1 Eligibility
- Must be requested within 30 days of delivery.
- Product must be unused, uninstalled, and in original packaging.
- Installed or used products are not eligible.
- A minimum 25% restocking fee applies.
3.2 Exchange Process
- Customer arranges return shipment.
- Warehouse inspects item to confirm condition.
- Refund issued minus applicable fees which might be reduced or waived.
- New order is processed for replacement item.
In select cases, we may assist with return shipping costs depending on the product.
4. Damaged or Incorrect Products
Your satisfaction is extremely important to us.
4.1 At Delivery
Please inspect your shipment carefully:
- Note visible damage on the Bill of Lading before signing.
- If unsure, write: “Upon Final Inspection.”
- Take photos and video of packaging and product.
Proper notation helps protect your claim with the freight carrier.
4.2 Reporting Damage
Report visible damage within 24 hours of delivery by emailing:
- Order number
- SKU
- Photos and video
- Description of issue
If confirmed:
- We will provide replacement or resolution promptly.
- No restocking fees apply for shipping errors or confirmed manufacturer defects.
5. Refund Processing
- Refunds are issued after warehouse inspection and approval.
- Funds are returned to the original payment method.
- Please allow up to 72 hours after approval for processing.
6. Warranty
- Warranty terms vary by manufacturer.
- Please refer to individual product pages.
- Warranty covers performance defects from normal use.
- Damage not reported within 24 hours of delivery is not considered a shipping claim.
- Manufacturer warranty claims may be filed directly with the manufacturer; we are happy to assist.
7. Shipping Times
- Orders ship within 1–2 business days.
- Estimated delivery is typically 5–7 business days, unless otherwise noted.
- LTL deliveries may take a little longer 7-14 business days.
- Custom and special orders such as some ILVE appliances, sauna products, outdoor living products might take longer.
- Delays outside our control may occasionally occur.
8. International Shipping & Warranty
Warranty coverage applies only to products used within the United States.
Shipping products internationally or transporting them outside the U.S. after delivery will void the manufacturer warranty due to differing regulations and handling conditions.
Please contact us before arranging international transport.
9. Chargebacks
If there is ever an issue, we encourage you to contact us first. Most matters can be resolved quickly and professionally.
Fraudulent chargebacks will be pursued to the fullest extent of the law.
10. Limitation of Liability
We will assist in resolving shipping damage or manufacturer-related issues.
However:
- We are not legally responsible for damages caused by third-party carriers or manufacturers.
- Proper inspection and timely reporting are required to preserve claims.
11. Agreement & Disclaimer
By using our website and placing an order, you acknowledge that you have read and agreed to these terms. Please do not use the website, if you do not agree with the terms and conditions.
If you have any questions, we encourage you to contact us before placing your order so we can ensure complete clarity and confidence in your purchase.
Freight carriers and shipping companies are independent third parties. Castle & Cabana relies on established network of shipping companies or that of its partners/affiliates to fulfill the orders delivery in the best manner, fastest time and most cost effective way possible to the client; however, it does not assume responsibility or liability for harm, damage, delays, or loss caused by freight carriers once the product has been handed over to them. We will actively liaise with the freight company on your behalf to help ensure delivery and assist in resolving any shipping-related issues. They are liable for any shipping issue. Kindly refer to shipping policy for further details.
As an authorized reseller, Castle & Cabana fulfills and delivers products on behalf of the manufacturer and suppliers and does not assume liability for their performance, use, or misuse, which remains the sole responsibility of the manufacturer.
All customers agree that they have read, understood, and agreed to the terms and conditions above. For any questions, please contact sales@castleandcabana.com.