Refund & Return Policy

Last updated: May 2026

This Refund & Return Policy explains how Celako handles return requests, refunds, damaged items, incorrect items, exchanges, and consumer withdrawal rights.

In this policy, “Celako”, “we”, “us” and “our” refer to CELAKO, trading as Celako.

Contact email: contact@celako.com
Business address: CELAKO, Rue 101e Airborn, Sainte-Marie-du-Mont, 50480, France

1. Our Return Standard

We want every transaction to be handled with clarity, fairness, and good faith. Our return and refund process is designed to protect the customer’s rights while also ensuring that returned products are reviewed honestly and fairly.

Customers should inspect their order after delivery and contact us promptly if there is any issue. We also ask customers to provide accurate information and reasonable evidence where a product is damaged, defective, incorrect, or incomplete.

2. 30-Day Return Policy

We offer a 30-day return policy. This means you have 30 days after receiving your item to request a return.

To be eligible for a standard return, the item must be in the same condition that you received it, unused, uninstalled, unassembled where applicable, with all original accessories, components, manuals, protective materials, and original packaging where reasonably possible.

You will also need your receipt, order number, or proof of purchase.

3. EU 14-Day Right of Withdrawal

For eligible consumer purchases made online and delivered within the European Union, you generally have the right to withdraw from your purchase within 14 days from the day you receive the goods, without giving a reason, unless an exception applies under applicable law.

To exercise your right of withdrawal, contact us at contact@celako.com before the end of the withdrawal period.

Items returned under the right of withdrawal should be returned in a condition suitable for inspection and resale, with original packaging, accessories, components, manuals, and protective materials where reasonably possible.

This policy does not limit any mandatory consumer rights you may have under applicable law.

4. How to Start a Return

To start a return, contact us at contact@celako.com with:

• your order number;
• the item you want to return;
• the reason for the return;
• photos of the item and packaging, if relevant;
• any supporting details that help us review your request.

Please do not send items back without first contacting us and receiving return instructions. Items sent back without prior return approval may not be accepted.

If your return is approved, we will provide instructions on how and where to send your package.

5. Return Address

The return address may depend on the product, destination country, return reason, and inspection requirements.

Please contact us first at contact@celako.com before returning any item. We will provide the correct return address after reviewing your request.

6. Return Shipping Costs

Return shipping costs depend on the reason for the return.

If the return is due to a change of mind, wrong size selection, incorrect product choice, unsuitable dimensions, or another non-defective reason, the customer may be responsible for return shipping costs, unless otherwise required by applicable law.

If the item is damaged, defective, incorrect, or incomplete, and the issue is confirmed after review, Celako will provide the appropriate solution in accordance with applicable consumer law. This may include repair, replacement, missing part shipment, prepaid return instructions, refund, or another suitable remedy.

We do not use return shipping fees or deductions unfairly. Any return cost responsibility will be handled clearly and in good faith.

7. Damaged, Defective, Incorrect, or Incomplete Items

Please inspect your order as soon as possible after delivery.

If your item arrives damaged, defective, incorrect, or incomplete, contact us promptly at contact@celako.com with:

• your order number;
• clear photos of the product;
• clear photos of the packaging;
• a photo of the shipping label;
• photos or videos showing the issue clearly;
• any relevant delivery or carrier notes.

This evidence helps us evaluate the issue, work with the carrier where needed, and provide the correct solution.

Depending on the situation and applicable law, the solution may include repair, replacement, missing part shipment, price reduction, refund, or another appropriate remedy.

8. Return Eligibility

To be eligible for a standard return, returned items should be:

• unused and in the same condition received;
• not installed, altered, damaged, or modified by the customer;
• returned with all accessories, components, parts, manuals, and protective materials;
• returned in the original packaging where reasonably possible;
• sent back only after receiving return instructions from Celako.

Items that are returned damaged, incomplete, used, installed, altered, or missing important packaging or components may be refused or may receive a reduced refund where permitted by law.

9. Non-Returnable Items

Certain items may not be eligible for return where permitted by law, including:

• customised, personalised, or made-to-order products;
• special-order items made or sourced specifically for the customer;
• items clearly marked as final sale before purchase;
• gift cards;
• items that have been installed, modified, damaged, or used in a way that prevents resale;
• items returned without approval or outside the applicable return period.

If you are unsure whether your item is returnable, contact us at contact@celako.com before sending it back.

10. Customised, Made-to-Order, and Project Orders

Customised, made-to-order, special-order, oversized, hospitality, trade, or project orders may have separate cancellation, return, or refund conditions.

Where a product is made specifically for you or sourced specially for your project, cancellation or return may not be possible once preparation, sourcing, or production has started, where permitted by applicable law.

Any special conditions will be communicated where applicable.

11. Exchanges

We do not guarantee direct exchanges for every item.

The fastest way to receive a different product is usually to return the original item, wait for the return to be reviewed and accepted, and then place a separate order for the new item.

If the exchange request is related to a damaged, defective, incorrect, or incomplete item, contact us first so we can review the issue and provide the correct solution.

12. Refunds

Once we receive and inspect your return, we will notify you whether the refund is approved.

If approved, the refund will be issued to your original payment method within 10 business days. Your bank, card provider, or payment provider may need additional time to process and post the refund.

We aim to refund customers fairly and without unnecessary delay once a refund is due. We do not keep payment for products that are properly returned and approved for refund, except for any lawful deductions, return costs, or value reduction permitted by applicable law.

13. Refund Amounts and Deductions

Refunds may be reduced where permitted by law if:

• the item is returned used, installed, damaged, incomplete, or altered;
• important parts, accessories, packaging, or components are missing;
• the customer selected a paid delivery upgrade that is non-refundable where permitted by law;
• return shipping costs are the customer’s responsibility for a non-defective return;
• the product has lost value because of handling beyond what is necessary to inspect it.

Any deduction will be assessed reasonably and in good faith.

14. Late or Missing Refunds

If more than 15 business days have passed since we approved your refund, please contact us at contact@celako.com.

Before contacting us, you may also wish to check with your bank, card provider, or payment provider, as processing times can vary.

15. Order Cancellations Before Dispatch

If you wish to cancel an order, please contact us as soon as possible at contact@celako.com with your order number.

Cancellation requests are reviewed based on the actual status of the order. We do not offer a guaranteed cancellation period after purchase, because some orders may enter processing, preparation, quality checks, packaging, customisation, or dispatch shortly after the order is placed.

If your order has not yet entered processing, preparation, quality checks, packaging, customisation, or dispatch, we will usually be able to cancel the order and issue a refund to your original payment method.

Once an order has entered processing, preparation, quality checks, packaging, customisation, or dispatch, cancellation may no longer be possible.

Small and medium items usually require 3–5 business days of processing before dispatch. Large lighting pieces usually require 5–7 business days of processing before dispatch. These processing times are not cancellation windows.

Customised, personalised, made-to-order, special-order, oversized, trade, hospitality, or project orders may not be cancellable once sourcing, preparation, production, customisation, or packaging has started, where permitted by applicable law.

If your order has already been dispatched, it cannot usually be cancelled. Once delivered, you may request a return under this Refund & Return Policy, provided the item is eligible and the return conditions are met.

Nothing in this section limits any mandatory consumer rights you may have under applicable law, including any eligible right of withdrawal.

16. Refused Deliveries and Uncollected Parcels

If a parcel is refused, not collected, or cannot be delivered because of incorrect customer information, unpaid import charges, or failed delivery attempts, the order may be returned, delayed, held, or handled according to the carrier’s rules.

In such cases, additional return shipping, storage, handling, redelivery, or import charges may apply, unless otherwise required by applicable law.

17. Fair and Honest Handling

Celako handles returns and refunds with fairness, transparency, and honest review. Customers are expected to provide truthful information and return products in the condition stated in this policy.

We will not knowingly retain money that is rightfully due to a customer, and we will not approve claims based on false, misleading, or incomplete information. Each case is reviewed according to the evidence, product condition, order details, and applicable law.

18. Your Legal Rights

Nothing in this policy limits your mandatory consumer rights under applicable law.

Consumers may have rights relating to withdrawal, returns, refunds, repair, replacement, price reduction, defective products, late delivery, non-delivery, or non-conforming goods.

19. Contact Us

For return requests, refund questions, damaged items, incorrect items, or after-sales support, contact us at:

Celako
Email: contact@celako.com
Business address: CELAKO, Rue 101e Airborn, Sainte-Marie-du-Mont, 50480, France