Refund & Returns Policy

Refund & Returns Policy

Last updated: July 17, 2026

At Celave & Co, we are committed to providing high-quality products and excellent customer service. If you are not completely satisfied with your purchase, we're here to help.

Please read our Returns & Refunds Policy carefully before requesting a return or refund.

1. Return Eligibility

We accept return requests within 30 days of receiving your order.

To be eligible for a return, your item must:

  • be unused and in its original condition;

  • be returned with all original packaging, labels, manuals and accessories (where applicable);

  • not show signs of misuse, damage or excessive wear;

  • be approved through our Returns Request process before being shipped back.

Returns sent without prior authorization may not be accepted.

2. How to Request a Return

To begin a return, please contact our support team at:

Email: support@celave.co

Your request should include:

  • Full name

  • Order number

  • Email used during checkout

  • Reason for the return

  • Photos or videos (if the item is damaged, defective or incorrect)

Our team will review your request and provide further instructions if your return is approved.

Please do not send any items back until you receive confirmation from our support team.

3. Inspection Process

Every returned item is inspected upon arrival.

Refunds, replacements or exchanges are processed only after the returned item has successfully passed our inspection.

If the product does not meet our return requirements, we reserve the right to refuse the return or issue only a partial refund where permitted by applicable law.

4. Refunds

Once your return has been received and inspected, we will notify you of the outcome.

If approved, your refund will be issued to your original payment method.

Please allow approximately 5–10 business days for your financial institution to process the refund after it has been issued.

Original shipping fees are generally non-refundable unless required under applicable UK consumer law or where the return results from our error.

5. Exchanges

We do not automatically exchange returned items.

Exchange requests are reviewed individually.

If approved, we may offer:

  • a replacement item;

  • a different size or colour (where available);

  • store credit;

  • another suitable solution determined by our customer support team.

6. Damaged, Defective or Incorrect Items

If your order arrives:

  • damaged;

  • defective;

  • incomplete; or

  • different from what you ordered,

please contact us within 48 hours of delivery.

To help us investigate your claim, please include:

  • clear photographs of the item;

  • photographs of the packaging;

  • your order number.

Where appropriate, we will offer a replacement, refund or another suitable resolution.

7. Lost Deliveries

If your parcel appears to be lost during transit, please contact us as soon as possible.

We will work directly with the shipping carrier to investigate the shipment.

If the carrier confirms that the parcel has been lost, we may offer:

  • a replacement shipment; or

  • a full refund.

Investigation times may vary depending on the courier.

8. Delivery Delays

While we strive to deliver all orders within our estimated delivery timeframe of 8–14 business days, occasional delays may occur due to:

  • customs inspections;

  • adverse weather conditions;

  • public holidays;

  • carrier delays;

  • operational disruptions beyond our control.

Delivery estimates are not guaranteed and do not automatically qualify for a refund.

9. Return Shipping Costs

Customers are generally responsible for return shipping costs unless:

  • the product is defective;

  • the wrong item was received;

  • the item arrived damaged; or

  • applicable UK consumer law requires otherwise.

We recommend using a tracked shipping service, as we cannot be responsible for items lost during return transit.

10. Non-Returnable Items

For hygiene, safety and quality assurance reasons, certain products may not be eligible for return once opened or used.

This includes, where applicable:

  • personal care products;

  • hygiene items;

  • customised or personalised products;

  • gift cards;

  • final sale or clearance items (where legally permitted).

11. Order Cancellation

Orders may only be cancelled before they have entered processing or shipment.

Once an order has been dispatched, cancellation may no longer be possible and the standard return procedure will apply.

12. Fraud Prevention

To protect both our customers and our business, Celave & Co reserves the right to refuse refunds where fraudulent activity, abuse of our Returns Policy or suspicious purchasing behaviour is reasonably suspected.

This does not affect your statutory rights under UK consumer protection legislation.

13. Chargebacks

Customers experiencing any issue with their order are encouraged to contact our support team before initiating a payment dispute or chargeback.

Most issues can be resolved quickly through our customer service process.

14. Your Consumer Rights

Nothing in this Returns & Refunds Policy limits or excludes any rights you may have under applicable UK consumer protection legislation.

Your statutory rights remain fully protected.

15. Contact Us

If you have any questions regarding this policy, please contact:

Celave & Co

Customer Support: support@celave.co

Our team will respond as promptly as possible during normal business hours.