Refund policy

5. Refund & Return Policy

Right of Withdrawal

Customers within the European Union have the right to withdraw from the purchase contract within 30 days after receiving the goods, without giving any reason.

Returns

To exercise your right of withdrawal, please notify us by email: info@caelence.de within 30 days of receiving your order.

The customer bears the direct cost of returning the goods.
Returned items must be unused, in their original packaging, and in the same condition as received.

Refunds

Once your return has been received and inspected, we will notify you of the approval or rejection of your refund.
Approved refunds will be processed within 14 days and issued to the original method of payment.
Shipping costs are non-refundable.

Exchanges

We currently do not offer direct product exchanges. If you would like a different product, please return the original item and place a new order.

Damaged or Defective Products

If you receive a damaged or defective product, please contact us immediately at info@caelence.de with photos of the item and packaging.
We will arrange either a replacement or a full refund, depending on your preference.

Exceptions

The right of withdrawal does not apply to:

Goods made to the consumer’s specifications or clearly personalized.
Goods that cannot be returned for health or hygiene reasons if unsealed after delivery.

Contact for Returns

If you have questions about our return and refund policy, please contact us:
Email: info@caelence.de