Rrefund
Here at Celroy, we want you to have complete peace of mind when you choose to shop with us. We understand that ordering online can be daunting at times, but we guarantee that we are here to help from start to finish.
Celroy Refund/Exchange Guarantee:
Celroy offers a 30-day return policy, which means that all existing customers have up to 30 days after receiving the item to request a return or exchange for your order.
To be eligible, your item must be returned to our head office in the same condition as it was received and must be shipped with all items included. Incomplete returns will not be accepted.
To start a return/exchange, reach out to our Customer Support Team, which you can contact via our Contact Us page or by emailing us at [email protected]. If your return/exchange is accepted, we will send you instructions on how and where to send your item. Items sent back to us without first requesting a return will not be accepted.
- Refunds: If you request a refund, the purchase price excluding delivery charges and/or discounts will be refunded to you using the original payment method. This will be processed within 5–7 business days once we have received the item and are satisfied with its condition. Please note that under no circumstances can we refund onto another credit/debit card for security reasons.
- Exchanges: The fastest way to get what you want is to return the item you have, and once the return is accepted, we will refund you the difference/pay the difference for the desired item.
Although we do take care of the shipping cost when delivering to our customers, to keep our prices low for all customers, please note that we do not provide free returns or exchanges at this time.
Damaged/Faulty Items
In the unlikely event that your item has arrived in an unsatisfactory condition or is damaged upon arrival, we will fix the problem right away. To process this, you will be required to provide us with photos of the issue to our Customer Support Team.
Each case is different, and depending on the circumstances and the severity of the damage, we may offer a replacement order/exchange or a full refund. This is at the discretion of our Management Team.
On occasion, there may be slight color/shade disparity between the colors of our items on different platforms (e.g., mobile/tablet due to tint and contrast differences). Nevertheless, we aim to accurately demonstrate all of our products on our website as clearly as we can.
Please note we are unable to issue a refund for, nor cover, any superficial damage caused by pets after items have been delivered (e.g., ripping, scratching, or tearing).
Address Errors
Please double-check your address when entering your details during checkout. If you have entered the wrong address, moved, or need to change a product size/style after your order has been placed, please contact our Customer Support Team immediately. If your order has already been shipped, we may be unable to accommodate you or offer you a refund.
Delayed Orders
We aim to deliver all orders within the timeframe outlined on our shipping information page. Unfortunately, delays can sometimes occur. While we understand this can be frustrating, we cannot cancel or refund orders that are traceable and still in transit. However, on occasion, items may get mislaid or held up for a substantially long time. We are 100% committed to resolving such issues on a case-by-case basis.
If you have any concerns about your order or the tracking number assigned to it and wish to receive further information, please do not hesitate to get in touch with us.
If you have any further questions, feel free to contact us using our Contact Us page or email us at [email protected].