Refund policy
At HighTide Castle, your satisfaction is our priority. If you're not completely happy with your purchase, we're here to help.
30-Day Returns
We accept returns within 30 days of the delivery date.
To be eligible for a return, your item must:
- Be unused and in its original condition.
- Include all original packaging, tags, and accessories.
- Be accompanied by proof of purchase or order confirmation.
Non-Returnable Items
The following items cannot be returned:
- Gift cards
- Personalized or custom-made products
- Final sale or clearance items
- Personal care products that have been opened or used
- Items damaged due to misuse or improper handling
Refunds
Once your return is received and inspected, we'll notify you of the approval status.
If approved, your refund will be processed to your original payment method within 5–10 business days. Processing times may vary depending on your bank or payment provider.
Exchanges
We only replace items if they are defective, damaged during shipping, or if you received the wrong item.
If you need an exchange, please contact our support team before returning your order.
Damaged or Incorrect Items
If your order arrives damaged or you receive the wrong product, please contact us within 48 hours of delivery.
To help us resolve the issue quickly, please include:
- Your order number
- Photos of the damaged or incorrect item
- Photos of the shipping packaging
Return Shipping
Customers are responsible for return shipping costs unless the return is due to:
- A damaged item
- An incorrect item
- A product with a manufacturing defect
We recommend using a trackable shipping service, as we cannot guarantee receipt of returned items.
Late or Missing Refunds
If you haven't received your refund:
- Check your bank account.
- Contact your credit card provider.
- Contact your bank, as processing times may vary.
If you've done all of the above and still haven't received your refund, please contact us.