Return & Refund Policy

At Caelle, we want you to love every purchase. If you're not completely satisfied, we're here to help make the return process as simple as possible.

30-Day Return Policy

We accept returns within 30 days of the date your order is delivered.

To be eligible for a return, your item must:

• Be unused and in its original condition.
• Be returned with all original packaging, accessories, manuals, and tags (where applicable).
• Not be damaged due to misuse or normal wear and tear.
• Include proof of purchase (order confirmation or receipt).

Items That Cannot Be Returned

For hygiene, safety, or supplier-related reasons, we are unable to accept returns for:

• Personal care or beauty products that have been opened or used.
• Perishable goods.
• Gift cards.
• Downloadable digital products.
• Customized or personalized items.
• Clearance or final sale items (where stated).
• Any item marked "Non-Returnable" on the product page.

Damaged, Defective or Incorrect Items

Please inspect your order upon arrival.

If you receive:

• a damaged item,
• a defective item, or
• the wrong product,

please contact us within 7 days of delivery with:

• Your order number
• A description of the issue
• Clear photos or videos showing the problem

Once reviewed, we will arrange a replacement, refund, or another suitable solution at no additional cost.

How to Start a Return

To request a return, please email us at:

support@caelleofficial.com

Include:

• Order number
• Full name
• Reason for return
• Photos if the item is damaged or defective

Please wait for return authorization before sending your item back. Returns sent without prior approval may not be accepted.

Return Shipping

If the return is due to:

Our mistake

• Wrong item shipped
• Defective product
• Product damaged during transit

We will cover the return shipping costs.

For change-of-mind returns, customers are responsible for the return shipping costs unless otherwise stated.

Original shipping charges are non-refundable.

Refunds

Once we receive and inspect your returned item, we will notify you of the outcome.

If approved:

• Refunds will be processed to your original payment method.
• Please allow 5–10 business days for the refund to appear, depending on your bank or payment provider.

If your return does not meet the eligibility requirements, we will inform you of the reason and return the item to you if requested.

Exchanges

We currently do not offer direct exchanges.

If you would like a different item, colour, or size (where applicable), please return your original item and place a new order.

Order Cancellation

Orders may be cancelled within 12 hours of purchase, provided they have not entered processing or been shipped.

Once an order has been processed, it can no longer be cancelled.

Lost or Delayed Packages

If your package appears to be delayed or lost in transit, please contact us.

We will work with the shipping carrier to investigate the shipment and provide an appropriate resolution.

Fraud Prevention

To protect both our customers and our business:

• We reserve the right to refuse returns that show signs of misuse, abuse, or fraudulent activity.
• Returns that do not meet our policy requirements may not qualify for a refund.

Contact Us

If you have any questions regarding your order or this policy, please contact our Customer Support team.

Email: support@caelleofficial.com

We aim to respond within 1–2 business days.