Refund policy

This policy explains how returns and refunds work at Caelix. It sits alongside our fuller Shipping Policy, and nothing in it limits your rights under UK consumer law.

Our 30-day return period

You may ask to return an eligible item within 30 calendar days of confirmed delivery. This is a voluntary Caelix policy offered in addition to your statutory rights, not instead of them.

Most items: refund without return

For most items in our range, we will not ask you to send anything back. Contact us, tell us what is wrong, and we will refund you.

Return postage on a low-value item often costs more than the item itself, so we would rather resolve the problem than put you to that trouble and expense.

For higher-value items we may ask for the item back. If so, we will tell you where to send it and who pays the postage before you send anything. Please do not post anything to an address we have not confirmed.

Your statutory cancellation rights

Separately from the above, UK consumers generally have the right to cancel an online order without giving a reason. You must tell us within 14 days of receiving the item, and return it within a further 14 days if we ask for it back.

You may examine an item as you would in a shop. A deduction may be made if handling goes beyond what is needed to establish the nature, characteristics and functioning of the item, and reduces its value.

Faulty, damaged or incorrect items

Contact us as soon as you can if an item arrives damaged, is faulty, is not as described, or is not what you ordered. Please keep the product, its packaging and the delivery label until we have reviewed it.

UK consumers have statutory remedies for faulty or misdescribed goods, including a short-term right to reject in qualifying cases. Where goods are faulty, damaged, incorrect or not as described, we cover any return cost.

How refunds are made

Refunds go back to the original payment method. Because UK delivery is free, there is no outbound delivery charge to refund. We refund within the period required by law, though your bank or payment provider may take additional time to show it.

Exceptions

Some goods may be excluded from change-of-mind cancellation rights, including personalised items, sealed hygiene products once opened, perishable goods and sealed software once unsealed. Any product-specific restriction is made clear before purchase. These exceptions do not affect your rights relating to faulty or misdescribed goods.