Refund policy

Return Policy

At Celeno, we want your experience to always be positive. That's why you have 30 calendar days from the date you receive your order to request a return.

What requirements must your return meet?

  • The product must be in the same condition you received it: unused, undamaged, with all labels attached, and in its original packaging.
  • It is essential to attach the receipt or proof of purchase.

How to initiate a return?

  1. Please contact us at hello@celeno.es with the subject line “Return [order #]”.
  2. Once we confirm that your return is within the 30-day period, we will send you an email with instructions and the address of our returns center.
  3. After receiving and reviewing the returned product, we will refund the full amount of your order using the same payment method used for the purchase.

Note: As a small business, we offer free shipping on your purchases, but we ask that you cover the return shipping costs, unless the product is defective or we have made a mistake.

Defective items

After experiencing the excitement of holding one of our products in your hands, please check your order. If the product is defective, damaged, or you have received the wrong item, contact us immediately so we can assess the situation and provide you with the best possible solution.

Cooling-off period (Right of withdrawal in the EU)

As a consumer in the EU, you have the right to cancel or return your purchase within 14 calendar days of receipt, for any reason and without justification. The product must be in the same condition as when you received it, unused and in its original packaging, along with the proof of purchase. Similarly, we kindly ask you to cover the shipping costs for returning the item to our returns center.

Refunds

We will notify you as soon as we receive, review, and approve your return. If approved, you will automatically receive a refund to your original payment method within a maximum of 10 business days. Please note that processing times may vary depending on your bank or card issuer.

If you have any other questions about Celeno's return and refund policy, please contact us.