Refund policy

At Castillo Mattress & Furniture, we are committed to providing our valued customers with a seamless and satisfactory shopping experience. We take great pride in ensuring that all shipped orders arrive complete and without any damage. This policy outlines our dedication to delivering products as ordered and addressing any issues that may arise during the shipping process.

1. Complete and Accurate Delivery: We guarantee that all orders will be fulfilled accurately, and customers will receive precisely what they have ordered. Our inventory management and order processing systems are designed to minimize errors, ensuring that the correct items are packaged and shipped.

2. Damage-Free Delivery: To safeguard your order during transit, we use secure packaging materials and reliable shipping methods. Our team takes extra care to protect fragile items and minimize the risk of damage during handling and transportation.

3. Re-shipment of Missing or Damaged Items: In the rare event that an order arrives with missing items or damage, we take full responsibility for rectifying the situation. Upon notification of the issue, our customer support team will promptly initiate a re-shipment of the missing or damaged items at no additional cost to the customer.

4. No Exchanges or Returns: To maintain the efficiency of our operations and uphold our commitment to delivering accurate orders, we do not offer exchanges or returns for any reason other than receiving missing or damaged items. We kindly ask our customers to thoroughly review their orders before placing them to ensure the correct products are selected.

5. Notifying Us of Issues: Customers are required to report any missing or damaged items within 3 days of receiving their order. To notify us of any issues, customers should contact our customer support team via Email at online@castillo.store or Feel free to call us directly at 646-315-1358.

6. Supporting Documentation: For us to process re-shipments for missing or damaged items, we may request relevant supporting documentation, such as photographs of the damaged items or packaging, and order confirmation details.

We are committed to resolving any shipping-related issues promptly and to your satisfaction. Our customer support team is available to assist you throughout the process and address any concerns you may have.

By placing an order with Castillo Mattress & Furniture you acknowledge and agree to comply with this Order Fulfillment Policy. We appreciate your understanding and cooperation in helping us deliver the best possible service to you.

Should you have any questions or require further information, please feel free to reach out to our customer support team.