Refund policy

Welcome to Celaine's Return and Refund Policy Page

We strive to ensure you are completely satisfied with your purchase. If for any reason you are not, our return policy is designed to make the process as simple and hassle-free as possible.

What is Our Return Policy?

We hope you are happy with your purchase. If not, you can return your purchase within 30 days of receipt, provided the products are in their original condition and packaging. Contact our customer service to initiate the return process. Click here to contact customer service.

How Do I Return a Product?

To return a product, follow these steps:

  1. Contact Customer Service: Reach out to our team to request a return label. Provide your order number and the reason for the return.
  2. Arrange Pickup: We will organise a pickup service for your convenience. Let us know a suitable day for the pickup to ensure effortless collection of the sofa parts.
  3. Prepare Your Item: Ensure the sofa is in its original condition and packaging for the pickup.

When and How Will I Get My Money Back?

After we receive and inspect the returned product, we will refund the purchase amount to your original payment method within 14 days. You will receive a confirmation email once the refund is complete.

Can I Return Part of My Order?

Yes, it is possible to return part of your order. Ensure these items are in original condition and packaging. Contact our customer service for further instructions.

What Should I Do If I No Longer Have the Original Bags?

If you purchase a sofa from Celaine, it is important to keep the original fabric bags in which your sofa was delivered. If you no longer have the original packaging, please contact us. This ensures the products arrive safely back to us. Unfortunately, we cannot provide new bags.

PLEASE NOTE: To start a return, you must contact our customer service first. Items sent back to us without first requesting a return will not be accepted.

Exceptions / Non-Returnable Items

Certain types of items cannot be returned, such as custom products (special orders or personalised items). Please get in touch if you have questions or concerns about your specific product. Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges

The fastest way to ensure you get what you want is to return the item you have. Once the return is accepted, you can make a separate purchase for the new product.

Damages and Issues

Please inspect your order upon receipt and contact us immediately if the item is damaged or if you receive the wrong item, so we can evaluate and resolve the issue promptly.

Customer Service Contact Information

We appreciate your understanding and cooperation. Thank you for choosing Celaine.