RETURNS & COMPLAINTS POLICY

1. Complaints (damaged or defective goods)

We place great importance on quality and careful packaging. If an item nevertheless arrives damaged or defective, please contact us without delay.

Please send an email to contact@caelan.de with the following information:

  • Order number
  • Description of the defect
  • Photos of the damage

In the case of a justified complaint, we bear the return shipping costs and, after inspection, offer you a replacement or a full refund. Your statutory warranty rights remain unaffected.

2. Returns under the Right of Withdrawal (14 days)

You have the right to withdraw from your order within 14 days without giving any reason. You can declare your withdrawal using the "Vertrag widerrufen" (Withdraw from contract) button in the footer of our website (under "Rechtliches" / Legal) or by email to contact@caelan.de. Full details can be found in our Right of Withdrawal page.

You bear the direct costs of returning the goods.

Please send the goods to:

Caelan GmbH
Volkardeyer Straße 32 C
40878 Ratingen
Germany

Please return the goods complete and, where possible, in the original packaging. You are only liable for any loss in value if it results from handling of the goods that was not necessary to inspect them.

The refund will be made without undue delay and no later than 14 days after we receive your withdrawal. We may withhold the refund until we have received the goods back or you have provided proof of having sent them back.

3. Exclusions from Withdrawal

The right of withdrawal does not apply to:

  • personalised or custom-made products
  • products that are not suitable for return for hygiene reasons if the seal has been removed after delivery

4. International Returns

For orders from abroad, you also bear the return shipping costs. Customs or import duties paid to the authorities cannot be refunded by us.

5. Important

We cannot accept parcels sent without postage paid ("unfrei"). This does not apply to returns that we have expressly agreed with you in the case of a justified complaint.

Please contact us before sending anything back so that we can help you.