Refund Policy

Effective Date: July 30, 2026

This Refund Policy explains how cancellations, returns, and refunds work for orders placed through our store, sold by Individual Entrepreneur Mykola Pastushenko (ФОП Пастушенко Микола Вікторович), trading as Castle Emerald ("the Seller"). It should be read together with our Terms of Service and Shipping Policy.

Key Terms Used in This Policy

Return means sending a physical item back to the Seller in exchange for a refund. This generally applies only to non-custom stock items under Section 2.

Refund means reimbursing money you have paid.

Remake / Repair / Alteration means correcting, adjusting, or reproducing a custom-made item, rather than returning it for a refund. Because most of our products are made to order, this — not a return — is the usual remedy for an issue with a custom item (see Sections 4 and 5).

Which of these applies to your situation depends on whether your item is custom-made or a stock item, and whether the issue was the Seller’s error or resulted from information you provided — see the sections below.

If your order arrives with an issue, please contact us within 1 month of receiving it, so we can address it under Sections 4 or 5 below.

1. Custom-Made Products

Most of our products are made to order, based on measurements and customization details agreed with you before and during production. Because these items are personalized to your specifications, they are not eligible for the general 14-day right of cancellation available for standard retail goods under EU/UK consumer law, consistent with the exception that law provides for personalized or custom-made items.

Cancellation before production has started, and how measurement or production errors are handled, are addressed in the sections below.

2. Non-Custom (Stock) Items

A small number of our products — clearly marked as standard stock items on their individual listing pages — are sold without customization. For these items, if you are a consumer located in the EU, UK, or another jurisdiction granting an equivalent right, you may cancel your order and return the item within 14 days of delivery, provided it is unused and in its original condition.

For these returns, you are responsible for the cost of return shipping and any customs clearance charges. The Seller will process your refund once the returned item has been received and inspected.

Exercising Your Right of Withdrawal (EU/UK Stock Items)

To exercise your right of withdrawal for a stock item under this Section, you may use the model withdrawal form below, or simply inform us of your decision in any clear written statement (e.g. by email):

"I hereby give notice that I withdraw from my contract for the sale of [item], ordered on [date], order number [—]. Name of consumer: [—]. Address of consumer: [—]. Date: [—]."

Send your withdrawal notice to manager@castleemerald.org. We will confirm receipt without delay.

Note: the EU Online Dispute Resolution platform was permanently discontinued by the European Commission on 20 July 2025; we no longer reference it, consistent with current EU law. If you have an unresolved dispute, please contact us directly, or your national consumer dispute resolution body.

3. Cancellation Before Production

You may cancel any order free of charge at any time before the Seller has purchased materials for it and/or begun production. Once production has started, the amount you have already paid — whether paid in full or as a deposit under an agreed installment plan — is non-refundable.

See our Terms of Service, Section 4, for how we handle orders where a customer does not respond to our requests for measurements or confirmation.

4. Production Errors (Our Responsibility)

If an issue with your order results from a mistake on the Seller’s part, the Seller will resolve it at its own cost, as follows:

For minor issues, where a local alteration by a tailor near you would be the fastest and least costly way to fix the problem, the Seller will reimburse you for that alteration service.

For significant issues, the Seller will cover return shipping, any customs clearance costs, and the cost of remaking and reshipping the item.

5. Measurement Errors (Customer’s Responsibility)

If an issue with your order results from inaccurate measurements or information you provided, the following applies:

If the item can reasonably be adjusted where you are, the Seller will provide guidance on how to do so yourself or through a local tailor.

If a remake is needed, return shipping, customs clearance costs, and the remake are at your expense; the Seller will calculate and quote you the minimum cost necessary to correct the issue before proceeding.

6. Shipping Damage and Lost Parcels

If your order arrives damaged or is lost in transit, please see our Shipping Policy, which explains how these situations are handled depending on whether the shipping issue was due to an error in the address you provided.

7. Non-Returnable Items

Custom-made items are not eligible for return except where a production error (Section 4) or a measurement/information error (Section 5) applies, given that they are otherwise manufactured specifically for you. Items that have been worn, used, or altered by you or a third party are not eligible for return under Section 2.

If a shipment is seized, refused entry, or destroyed by customs authorities because of import restrictions in your country — see our Shipping Policy, Section 4, for prop weapon items in particular — no refund is due, as this risk is accepted by you at checkout.

The same applies if a shipment is destroyed or disposed of by customs because you did not collect it, or did not pay a required customs clearance fee, in time; this is not something we are able to prevent or influence once your parcel is in customs’ hands.

8. How to Request a Refund or Return

To request a cancellation, refund, or return, please contact us with your order number and a description of the issue:

Email: manager@castleemerald.org

9. Refunds and Currency Conversion

Refunds are issued to your original payment method. Where your original payment involved a currency conversion — whether through Hutko, or through your card issuer’s or payment provider’s own conversion when paying via Shopify Payments or PayPal — the refunded amount may differ from the amount you originally paid, due to exchange rate movements or conversion fees between the time of payment and the time of refund. The Seller is not responsible for such differences.

10. Processing Time

Once a refund is approved, the Seller aims to process it within 7 business days; the time for funds to appear in your account afterward depends on your payment provider.

11. Changes to This Policy

We may update this Refund Policy from time to time to reflect changes in our services, legal requirements, or business practices. The latest version will always be published on this page together with the effective date.

12. Contact Us

If you have questions about this Refund Policy, please contact us:

Legal entity: Individual Entrepreneur Mykola Pastushenko (ФОП Пастушенко Микола Вікторович)
Taxpayer ID (ІПН): 3220812159
Address: 49008, Ukraine, Dnipropetrovsk Oblast, Dnipro, Chechelivskyi District, Robocha St., Bldg. 164-A, Apt. 73
Email: manager@castleemerald.org