return policy
Order Confirmation and Acceptance of This Policy
By placing an order through the Caelunique website, you confirm that you have reviewed and accepted this Return & Refund Policy.
When you complete a purchase, you acknowledge that:
- You understand the return requirements, conditions, and applicable time limits.
- You agree to follow the return procedure described in this policy.
- Any return, refund, chargeback, or payment dispute may be assessed using this policy together with relevant order information, delivery records, tracking information, and customer communications.
1. Returns
If you are not completely satisfied with your purchase, you may request a return within 30 days after your order has been delivered, provided that the item meets the conditions below.
Return Requirements
To qualify for a return, the product must:
- Be unused, unworn, and unwashed.
- Be returned in its original condition.
- Include the original packaging where applicable.
- Show no signs of damage, misuse, excessive wear, or use beyond what is reasonably necessary to inspect the item.
Customers are responsible for the costs associated with return shipping and handling unless otherwise required by applicable law or agreed by Caelunique.
Once an approved return has arrived at our designated return facility, it is normally reviewed and processed within 7 business days.
Caelunique may decline a return if the item has been used, damaged, altered, excessively worn, or returned in a condition that does not meet the requirements of this policy.
2. Starting a Return
To request a return, please contact our Customer Support Team within 30 days of delivery:
Email: info@caelunique.com
Please include the following information in your message:
- Your order number
- Your full name
- Your delivery address
- The reason for your return request
- Clear photos of the item if it is damaged, defective, or incorrect
After reviewing your request, we will provide the applicable return instructions.
Please do not send a product back before receiving approval and return instructions from our support team. Returns sent without authorization, or sent to an address that has not been provided by Caelunique, may be refused or may not be eligible for processing.
We recommend using a shipping service that provides tracking and keeping your proof of postage until the return has been completed.
3. Damaged, Defective, or Incorrect Items
If your order arrives damaged, defective, or incorrect, please notify us within 2 days after delivery.
Contact us at:
Please provide:
- Your order number
- A short explanation of the issue
- Clear photographs showing the problem
- A short video, where necessary, to help us assess the issue
After reviewing the information, Caelunique will determine the most appropriate solution. Depending on the circumstances and product availability, we may offer a replacement, refund, or another suitable resolution.
In some cases, you may not be required to return a damaged or defective product. If a replacement is approved, it is generally processed within 7–14 business days. Processing and delivery times may vary depending on product availability and shipping conditions.
4. Lost, Refused, or Unclaimed Packages
If you believe that your package has been lost during delivery, please contact our Customer Support Team and provide:
- Your order number
- Your tracking information
- Any relevant details regarding the delivery issue
We will review the available information and, where appropriate, assist with an investigation or claim through the shipping carrier. If the carrier confirms that the package has been lost, a replacement or refund may be considered based on the circumstances.
If a package is refused, left unclaimed, or returned because the customer provided an incorrect or incomplete delivery address, a CAD $35 deduction may be applied to any eligible refund. This amount may be used to cover shipping, return handling, and administrative costs.
5. Order Cancellations and Withdrawal Requests
You may request to cancel an order before it has been shipped by contacting:
Please include your order number and clearly state that you wish to cancel the purchase.
Because orders may be processed automatically, we cannot guarantee that a cancellation request can be completed before the order enters fulfillment or is dispatched.
If an order has already been shipped, it can no longer be cancelled. After delivery, you may request a return in accordance with the requirements and time limits described in this policy.
Where a return is accepted, the customer is responsible for the applicable return shipping costs unless otherwise required by applicable law.
6. Chargebacks and Payment Disputes
If you experience a problem with your order, we encourage you to contact Caelunique before opening a chargeback or payment dispute. Our Customer Support Team will review the matter and aim to provide a fair and timely solution.
If a chargeback or dispute is submitted, Caelunique may provide relevant documentation to the payment provider or financial institution, including:
- Order and payment confirmation
- Shipping and delivery information
- Tracking records
- Customer support communications
- Product photographs or other relevant evidence
Submitting a dispute without first contacting our support team may delay the resolution process. It may also affect the availability of certain purchasing options for future orders where permitted by applicable law.
7. Important Return Information
Please keep the following points in mind:
- Approved returns must be sent to the return address provided by Caelunique.
- Returns may be directed to our designated international or central fulfillment facility, depending on the product and order location.
- Return shipping and handling costs are generally paid by the customer.
- Returns are not automatically free of charge.
- Caelunique is not responsible for delays caused by shipping carriers, customs authorities, border inspections, or other circumstances outside our reasonable control.
- Products that are returned in an unhygienic, used, damaged, or unsuitable condition may not be accepted.
- We recommend retaining your shipping receipt and tracking information until your return has been fully processed.
8. Contact Us
If you have questions about this Return & Refund Policy or need assistance with an order, please contact our Customer Support Team:
Caelunique
Email: info@caelunique.com
We are happy to assist you and will review your request as soon as reasonably possible.