Returns on open or used items will not be accepted. No refunds are offered on Skincare, Hair care, or Makeup items due to health reasons. No exchanges are offered on any item. Please hold on to the damaged item & all packaging for 2 weeks. Once the claim is approved, The Castle Canada will reship the damaged items. Carrier will contact you and/or pick up the package & merchandise. Missing packages: If a package is lost in transit, The Castle Canada will submit a claim with the carrier for you, and reship or refund per your request. Be aware it is your responsibility for the package. Note: You are accepting complete responsibility for the package. If the package is damaged, stolen, or missing no claims can be made and you will be responsible to place a new order at your cost. Request for cancellation will be honored if possible.