At Castellan Networks Limited, customer satisfaction is important to us. This Refund Policy outlines the conditions under which returns, exchanges, and refunds are accepted for purchases made through our Site.

Eligibility for Returns

You may request a return within 14 days of receiving your order, provided that:

• The item is unused, in its original condition, and in its original packaging
• All accessories, manuals, and free items included with the product are returned
• Proof of purchase (order number or receipt) is provided

Certain items are not eligible for return, including opened software, products with tampered or missing security seals, and items marked as final sale or clearance at the time of purchase.

Damaged, Defective, or Incorrect Items

If you receive an item that is damaged, defective, or different from what you ordered, please contact us within 7 days of delivery at support@castlnet.com with your order number and photos of the item received. We will arrange a replacement, exchange, or full refund, including any applicable return shipping costs, at no additional charge to you.

How to Request a Refund or Return

1. Contact our support team at support@castlnet.com or call +61 468 108 055 with your order number and reason for return.
2. Our team will review your request and, if approved, provide return instructions and, where applicable, a return shipping address.
3. Ship the item back to us in its original packaging. We recommend using a trackable shipping method.
4. Once we receive and inspect the returned item, we will notify you of the approval or rejection of your refund.

Refund Processing

Approved refunds will be issued to your original method of payment within 7–10 business days of us receiving and inspecting the returned item. Depending on your bank or payment provider, it may take additional time for the refund to reflect in your account.

Return Shipping Costs

Unless the return is due to our error (damaged, defective, or incorrect item), the customer is responsible for return shipping costs. We recommend retaining proof of postage, as we cannot be held responsible for items lost in transit back to us.

Exchanges

If you would like to exchange a product for a different size, color, or model, please contact our support team. Exchanges are subject to product availability and follow the same eligibility conditions listed above.

Order Cancellations

Orders may be cancelled free of charge before they have been shipped. Once an order has been dispatched, it can no longer be cancelled and will need to follow the standard return process outlined above.

Contact Us

For any questions regarding returns or refunds, please reach out to:

Castellan Networks Limited
1804, 18/F, Office Plus, 93-103 Wing Lok Street, Sheung Wan, Hong Kong
Phone: +61 468 108 055
Email: support@castlnet.com