Returns and refunds
Consumers in the EU can withdraw from a purchase within 14 days of receiving the goods. Details are set out in our information on the right of withdrawal.
How to return
-
1. Declare your withdrawal
Tell us that you are withdrawing, most easily by email to service@celvadis.com, or by letter, phone or using the model withdrawal form. Your order number helps us find your order quickly.
-
2. Return instructions
We send you a return address through which your return is processed fastest, together with instructions. You bear the direct cost of returning the goods.
-
3. Refund
We refund all payments, including the cost of standard delivery, without undue delay and no later than 14 days after receiving your withdrawal, using the same means of payment that you used for your order. We may withhold the refund until we have received the goods back or you have supplied evidence of having sent them back.
Sealed products
For sealed goods that are not suitable for return for reasons of health protection or hygiene, the right of withdrawal expires if the seal has been removed after delivery. You can of course return unopened products within the withdrawal period.
Damaged or incorrect items
Please contact us as soon as possible at service@celvadis.com with your order number and, if possible, a photo. At your choice, we will send you a replacement or refund the purchase price. As provided by law, we bear the costs of the return and of the replacement delivery. Your statutory rights in respect of defects remain unaffected.
Marketplace orders
For orders placed on online marketplaces, the return processes of the respective marketplace apply in addition.