RETURNS & COMPLAINTS POLICY

 

1. Complaints (Damaged or Defective Goods)

 

 

We take great care in ensuring quality and secure packaging.

If your item arrives damaged or defective, please contact us immediately.

 

Send an email to:

contact@caelan.de

 

including:

  • Order number

  • Description of the issue

  • Photos of the damage

 

If the complaint is justified, we will cover:

  • return shipping costs

  • replacement shipment or

  • full refund

 

2. Returns under Right of Withdrawal (14 Days)

 

 

You have the right to withdraw from your purchase within 14 days without giving any reason.

 

The direct cost of return shipping is borne by the customer.

 

Returned goods must be:

  • unused

  • complete

  • in original condition

 

Refunds are issued after inspection of the returned goods.

 

3. Exclusions from Withdrawal

 

 

The right of withdrawal does not apply to:

  • personalized or custom-made products

  • goods not suitable for return for hygiene reasons if opened or used

 

4. International Returns

 

 

For international orders, customers are responsible for return shipping costs.

 

Customs duties and import taxes are non-refundable.

 

5. Important Notice

 

 

We cannot accept returns sent without prior notice or without sufficient postage.

 

Please contact us before returning any item.