Refund policy

Refund & Return Policy

Last updated 22 August 2026. Cast Below, support@castbelow.com

PLEASE READ BEFORE YOU ORDER — THIS IS A LIMITED RETURN POLICY.

  • Once a camera has been opened and used, it cannot be returned. If it works as described the sale is final — we do not accept returns because you changed your mind, bought by accident, or found it cheaper elsewhere.
  • Unopened and unused? Return it within 30 days with a return authorisation, at your cost, less a 15% restocking fee. Seals and packaging must be intact.
  • Faulty or damaged on arrival, or fails within 30 days? We replace it free and pay the postage — or refund you if we cannot replace it.

In short: we stand behind the camera working. We do not offer change-of-mind returns on opened goods.

By placing an order you confirm you have read and accepted this policy. Nothing here limits any right you have under applicable consumer law that cannot be waived.

1. Opened and used means final sale

This is what people ask about most, so it goes first. If you open the camera and use it, you cannot send it back for a refund. That applies whether you decided you did not need it, found it cheaper elsewhere, or simply changed your mind. It is a working piece of electronics that has been out on the water — we cannot resell it, so we do not take it back.

What we do stand behind without argument is that the camera works. See section 3.

2. Unopened and unused — 30 days

If the box has not been opened and nothing has been used, email support@castbelow.com within 30 days of delivery for a Return Authorisation number. You pay the return postage using a tracked service, and a 15% restocking fee is deducted; original shipping is not refunded. Seals, packaging and all accessories must be intact. If the seal is broken, section 1 applies instead.

3. If the camera does not work — we replace it (30-day replacement guarantee)

This is the part we are generous about, because it is the only part that should ever come up. Email support@castbelow.com within 30 days of delivery with your order number and a short description or photo/video of the fault, and one of the following applies:

  • Dead on arrival, faulty, or damaged in transit — we ship a replacement free of charge. In most cases we will not ask you to send the faulty unit back; if we do, we pay the return postage and send you a prepaid label.
  • Wrong item or not as described — we ship the correct item free of charge, or refund you in full, your choice.
  • Never delivered — see section 5.
  • We cannot replace it (for example the item is discontinued) — we refund you in full, including original shipping.

About replacement units. The Cast Below camera system is manufactured for us by a third-party factory. A fault replacement may be shipped in plain, unbranded packaging, and the unit itself may be unbranded or carry different cosmetic markings. It will be the same model, the same specification, and fully functional. If that is not acceptable to you, tell us when you make the claim and we will discuss a refund instead.

4. What we do not refund

  • Opened or used products that work as described. Once the seal is broken and the unit functions correctly, the sale is final. We may, at our discretion, offer store credit instead — ask.
  • Buyer's remorse, accidental orders after the cancellation window, or finding it cheaper elsewhere.
  • Damage you caused — a cut, crushed or driven-over cable, a prop strike, a lost camera head, water ingress caused by opening the housing, or use outside the stated depth rating.
  • Digital items. The Underwater Fishing Guide is delivered by email immediately and is non-refundable. It is included free and no value is deducted from any refund for it.
  • Items returned without an RA number, incomplete, or outside the 30-day window.
  • Free gifts kept after a return. Where an order included a free item (for example the 86-Piece Lure Kit), that item must be returned with the camera. If it is not returned, or is returned used, its stated value is deducted from your refund.

5. Orders that never arrive

If tracking shows your order as delivered but you do not have it, tell us within 7 days and we will help you open a carrier investigation. If you purchased Package Protection at checkout, we simply ship a free replacement with no claim forms. If tracking shows the parcel as lost or stalled in transit, we replace or refund it — Package Protection or not.

6. Cancelling an order

You may cancel for a full refund at any time before the order enters fulfilment. We normally start fulfilment within 12 hours, so email us as soon as possible. Once an order has been sent to our fulfilment partner we cannot recall it, and section 2 applies instead.

7. Shipping delays — your right to cancel

We ship within the timeframe stated on our Shipping Policy. If we cannot ship within that timeframe (or within 30 days of your order if no timeframe was stated), we will contact you, offer you a revised date, and you may cancel for a full and prompt refund instead of accepting the delay. This right is required by the U.S. Federal Trade Commission's Mail, Internet, or Telephone Order Merchandise Rule (16 C.F.R. Part 435) and we honour it without argument.

8. After 30 days

Cast Below does not offer a long-term written warranty. Our fault coverage is the 30-day replacement guarantee described in section 1, measured from the date of delivery. After that window we are always willing to help you troubleshoot, and we can supply replacement parts and accessories at cost, but we are not obliged to replace or refund a unit that has worked as described.

9. Your legal rights

Nothing in this policy waives any right you have under state or federal consumer law, and we do not attempt to sell you goods "as is". Some states do not allow the exclusion or limitation of incidental or consequential damages, or limitations on implied warranties, so some of the limits above may not apply to you. This policy gives you specific legal rights, and you may also have other rights which vary from state to state.

10. How to start a claim or return

Email support@castbelow.com with:

  1. Your order number
  2. What is wrong, in one or two sentences
  3. A photo or short video, if the item is faulty or damaged

A real person answers, usually the same day. We would much rather fix a problem than have you go to your bank — if you are unhappy, give us the chance first.