If something is not right with your order, we want to fix it. This page explains how our return and refund process works, what is covered, and what to expect at each step.
Return Window
We accept returns within 30 days of the delivery date shown in your tracking information.
What Can Be Returned
We accept returns in the following cases:
Defective or Damaged Items
If your item arrives damaged, stops working under normal use, or you receive the wrong product, contact us within 7 days of delivery.
In these cases:
- We cover return shipping
- We issue a full refund, including original shipping cost
Change of Mind or Wrong Item
If you ordered the wrong product, changed your mind, or the item does not fit your needs:
- Returns are accepted within 30 days
- Item must be unused and in original condition
- Original packaging is preferred but not required if the item is undamaged
- Customer is responsible for return shipping
- Original shipping fees are not refundable
Items That Cannot Be Returned
We cannot accept returns for:
- Items damaged due to misuse or improper handling
- Items missing key parts (fan blade, base, cable, etc.)
- Items returned without prior authorization
- Items returned after 30 days from delivery
How to Start a Return
Do not send any item back before contacting us.
Email support@castivra.com with:
- Your name and order number
- Reason for return
- Photos or video (if damaged or defective)
We will review your request and reply within one business day with return instructions and the correct return address.
Once approved, please ship the item within 10 business days.
Who Pays for Return Shipping?
We cover return shipping when:
- The item is defective or stops working under normal use
- The item arrives damaged
- You receive the wrong product
In these cases, we will also reimburse reasonable return shipping costs with proof of receipt and refund the full order amount.
Customer covers return shipping when:
- You changed your mind
- The item is not needed anymore
- The item does not meet personal preference
In these cases:
- Original shipping costs are not refunded
- We recommend using a trackable shipping method
- We are not responsible for lost return packages without proof of delivery
Refund Processing Time
Once your return is received and inspected:
- We will notify you within one business day
- Approved refunds are issued within 3–5 business days
- Your payment provider may take an additional 2–5 business days to reflect the refund
Exchanges
We do not offer direct exchanges.
If you need a different product, please return the original item and place a new order. This is usually the fastest option.
Order Cancellations
Orders can be canceled within 12 hours of purchase for a full refund.
After 12 hours:
- If the order has not shipped, we will try to help
- If the order has shipped, it must go through the return process
To request cancellation, email support@castivra.com as soon as possible.
Damaged or Incorrect Items
If your order arrives damaged, defective, or incorrect:
Contact us within 7 days of delivery and include:
- Order number
- Description of the issue
- Photos or video showing the problem
We will provide either:
- A free replacement, or
- A full refund including all shipping costs
You will not be required to return damaged or incorrect items in most cases.
Pricing and Fees
- No restocking fees
- No hidden charges
- No subscription requirements
- The checkout price is final
Return eligibility rules are outlined above and are the only applicable conditions.
Contact Us
Company: REAL READ TRUESTEP
Address: 3506 BLOCK AVE, E CHICAGO, IN 46312
Email: support@castivra.com
Support Hours: Monday–Friday, 9:00 AM – 5:00 PM (U.S. Central Time)
We respond to all inquiries within one business day. Messages sent on weekends or holidays will be answered the next business day.