Return and Refund Policy
Return and Refund Policy
1. How to return a product or request a refund
Step 1: Submit a return request
Within 30 days of receiving your order, send an email to helpdesk@celsina.com with your order number, the reason for the return, and, if applicable, photos if the product is defective.
Step 2: Receive instructions
You will receive a confirmation within 1–3 business days with return instructions, including the return address.
Step 3: Return the item
Send the item back in its original condition and packaging, well protected, using a reliable UK shipping provider. In most cases, the return shipping costs are borne by the customer (unless the error was on our part).
2. Situations and associated return rules
| Situation | Return possible? | Deadline | Who pays return shipping? | Refund? |
|---|---|---|---|---|
| Wrong size/color ordered | Yes | 30 days | Customer | Yes |
| Buyer’s remorse (change of mind) | Yes | 30 days | Customer | Yes |
| Wrong product received | Yes | 30 days | Celsina | Yes |
| Damaged product on delivery | Yes | 30 days | Celsina | Yes |
| Order never arrived | Yes | 30 days | N/A | Yes |
| Cancellation after order | Only before shipment | Within 12 hours | N/A | Yes |
| Exchange requested | No (see explanation) | N/A | N/A | A new order required |
Exchange: The fastest way to get a different size or color is to return the product and place a new order via our webshop.
3. Timeline and refund method
Return inspection: Within 3 business days after receiving the return, we will inform you whether it has been approved.
Refund: If your return is approved, you will receive your money back within 10 days via the same payment method used for the order (PayPal, credit card, etc.).
Bank processing: It may take up to 15 days in total for the refund to appear in your account.
No refund received after 15 days? Please contact our customer service at helpdesk@celsina.com
4. Items not eligible for a full refund
Items that have been worn or damaged after receipt (due to personal use).
Free or promotional products – these are not refundable but may be replaced or credited via a voucher.
Currency
All prices and costs on our website are displayed in Pounds Sterling (GBP). Transactions are processed in GBP. Any costs for currency conversion or exchange are borne by the customer.
Data Protection
Celsina protects your personal data in accordance with the UK General Data Protection Regulation (UK GDPR) and relevant UK consumer rights.
We process your data only based on consent, legal obligation, contractual necessity, or legitimate interest. You have the right to access, correct, delete, or restrict your data, and to withdraw consent where applicable.
Contact Information
Business name: Celsina
Address: 77 Sheep St, Northampton NN1 2LL, United Kingdom
Email: helpdesk@celsina.com Phone: +44 7848 142120
Customer service hours
Monday to Friday: 08:00 – 18:00 Uhr
Saturday and Sunday: 10:00 – 17:00 Uhr
We responds to your inquiry within 24 ours.