Return Policy – Hassle-Free & Customer Focused

At CastleUp, our mission is to help you find your style from our wide range of furniture, mattresses, décor, and home products. While we stand behind the quality of our pieces, we understand that sometimes a return may be needed. Please review the policy below before requesting a return.

72-Hour Grace Period

You may request a return within 72 hours of delivery for any reason.

To begin a return, please contact our Customer Service Team at support@castleup.ca with your order details.

Returned items must be:

• In as-new condition
• Unused, unassembled, and uninstalled
• In the original box
• Returned with all original, undamaged interior packaging, hardware, and parts

All approved returns within the 72-hour grace period are subject to a 15% restocking fee for all brands.

Return shipping costs may also apply. A standard return shipping fee of 5%–10% of the order total may apply, depending on your delivery location and distance from our main office.

No return shipping fee will be charged if you arrange and cover the return shipping yourself.

Returns After 72 Hours

Returns requested after the 72-hour grace period may be subject to a restocking fee of up to 30% of the original order amount.

Customers must contact our team within 14 days of delivery to be eligible for return consideration. Requests made after 14 days may be reviewed case-by-case and may be declined.

Return Authorization

All returns must be authorized by CastleUp before the item is shipped back.

Merchandise returned without authorization may be refused and returned to the customer at the customer’s expense.

Deliveries refused by the customer are considered unauthorized returns. If the item is eligible for return, applicable return shipping fees and restocking fees will be deducted from the refund.

Return Shipping & Pickup

Once your return is approved, CastleUp may provide return instructions, arrange pickup, or confirm whether the customer will arrange their own return shipping.

If CastleUp arranges the pickup or return shipping, the applicable return shipping cost will be deducted from the refund.

Any special delivery fees paid at checkout, including white glove service, custom delivery, remote delivery, or special handling fees, are non-refundable.

Restocking Fees

Restocking fees are calculated based on the original item price before discounts.

All approved returns are subject to a minimum 15% restocking fee for all brands.

Additional restocking fees may apply if:

• The return is requested after the 72-hour grace period
• The item is missing parts, hardware, or packaging
• The item is not returned in complete and undamaged original packaging
• The item shows signs of use, damage, assembly, installation, or alteration
• The delivery was refused or could not be completed due to access limitations

Items returned with missing parts, missing hardware, damaged packaging, or incomplete inner packaging may be subject to a restocking fee of 20% to 50%, depending on the condition of the returned merchandise.

Orders that cannot be delivered due to dwelling limitations, including narrow staircases, elevators, hallways, doorways, blocked access, or construction, may be subject to a 25% restocking fee plus return shipping costs. Customers are responsible for confirming that the item can be delivered into their home before placing an order.

Normal wear to the exterior shipping box from transportation and handling is expected and will not result in additional fees.

Damaged, Defective, or Incomplete Orders

If your order arrives damaged, defective, or incomplete, please notify us within 3 business days of delivery.

Please keep the item unassembled and retain all original packaging for inspection.

For confirmed shipping damage or manufacturing defects, no return shipping fee will apply. CastleUp may provide replacement parts, exchange options, repair options, or a return solution depending on the situation.

Refund Process

Once the returned item is received and inspected by our Quality Assurance Team, we will confirm whether the item is in as-new condition and meets the return requirements.

Approved refunds will be issued to the original payment method within 7–10 business days after inspection.

Original delivery fees, white glove fees, special shipping fees, custom delivery fees, and return shipping fees are non-refundable unless the return is due to confirmed damage, defect, or CastleUp error.

Exchanges

To exchange an item, please request a return for the original order first. Once approved, you may place a new order for the alternative item.

Non-Returnable Merchandise

The following items are final sale and cannot be returned:

• Special orders
• Rush orders
• Trade orders
• Built-to-order items
• Canadian customized furniture
• Custom upholstery or customized sectional orders
• Clearance items
• Open-box items
• Final sale items
• Items delivered to the outside of Ontario, U.S. or other international addresses
• Items that have been assembled, installed, used, altered, or damaged after delivery
• Items without the original box or original undamaged interior packaging
• Items assembled, installed, or unwrapped by a white glove delivery service
• Oversized items requiring specialized handling or exceeding 300 lbs
• Items for which delivery has been delayed by more than 10 days at the customer’s request
• Items delivered as a replacement for an approved warranty or shipping damage claim
• Artwork, paintings, wall art, artificial plants, pots, planters, jugs, bottles, vases, mattresses, blankets, rugs, mirrors, pillows, cushions, throws, and concrete furniture

Important Notes

Customers are encouraged to carefully unwrap all merchandise for initial inspection and keep all original packaging until they are fully satisfied with the item.

Returned items must be free from damage, wear, stains, odors, pet hair, assembly marks, installation marks, or alterations.

CastleUp reserves the right to decline a return or apply additional fees if the returned item does not meet the conditions outlined above.