Refund policy

Last updated: 07 September 2026

This Return & Refund Policy applies to orders placed through the Caelvorne website within the United Kingdom. We want you to have a clear understanding of our return process, your cancellation rights, and what to do if an item arrives damaged, faulty or incorrect.

1. Your Statutory Rights

Nothing in this policy affects your legal rights as a consumer.

Under the Consumer Contracts Regulations 2013, you generally have the right to cancel an online purchase within 14 days of receiving your goods without giving a reason. Our 30 day return period provides an additional return option beyond this statutory cancellation period.

2. Return Period

We accept eligible returns within 30 days of the delivery date.

This includes:

Days 1-14: Your statutory cancellation period under the Consumer Contracts Regulations 2013.
Days 15-30: Our additional return period for eligible items, subject to the conditions in this policy.

Returns requested after 30 days may still be accepted where required by law, including where an item is faulty, damaged or not as described.

3. Return Eligibility

For a return under our 30 day return policy, the item should be:

Unused and in its original condition
Returned with its original packaging where reasonably possible
Complete with any included parts, accessories or labels
Accompanied by proof of purchase, such as your order number or confirmation email

These conditions do not limit your statutory rights where an item is faulty, damaged or not as described.

4. Non Returnable Items

The following items cannot be returned unless they are faulty, damaged or not as described:

Custom made, personalised or made to order products
Gift cards
Items that have been damaged or altered by the customer after delivery

5. How to Request a Return

To request a return, please email us at support@caelvorne.co.uk with:

Your order number
Your full name
The email address used for the order
The reason for the return

If the item arrived damaged, faulty or incorrect, please also include clear photographs of the item and packaging where possible. This can help us understand the issue and assist you more quickly.

We will review your request and provide the relevant return instructions.

6. How Returns Are Sent Back

Please contact us before sending an item back so that we can provide the appropriate return instructions.

All returns are sent by mail only. We recommend using a tracked delivery service and keeping your proof of postage until the return has been received and processed.

7. Return Shipping Costs

Faulty, damaged or incorrect items: If an item is confirmed to be faulty, damaged or incorrect, we will cover the reasonable return shipping cost and provide an appropriate remedy, which may include a full refund or replacement.
Change of mind returns: If you are returning an eligible item because you have changed your mind, you are responsible for the direct cost of returning the item.

We do not charge restocking fees.

Your statutory rights are not affected by this section.

8. Refund Processing

Once we receive your returned item, we will review it and confirm the outcome by email.

Refund Method: Approved refunds will be sent to the original payment method used for the purchase.
Refund Processing: We aim to process approved refunds within 10 business days. Where statutory refund rights apply, refunds will be made within the timeframe required by law.

Your bank or payment provider may take additional time to show the refund in your account.

If your refund has not appeared after the expected processing period, please contact us at support@caelvorne.co.uk with your order number so we can check the status for you.

9. Damaged, Faulty or Incorrect Items

Please check your order when it arrives.

If your item arrives damaged, has a fault, or is different from what you ordered, please contact us at support@caelvorne.co.uk within 48 hours of delivery where possible and provide photographs of the item and packaging.

We will review the issue and, where the item is confirmed to be faulty, damaged or incorrect, provide an appropriate remedy in accordance with your statutory rights. This may include a refund or replacement.

The 48 hour notification request helps us investigate delivery or product issues promptly and does not remove any statutory rights you may have.

10. Exchanges

If you would prefer to exchange an eligible item for another product, please contact us at support@caelvorne.co.uk and we will do our best to assist.

Exchanges are subject to product availability. If the requested replacement is unavailable, we may offer a refund instead.

11. Order Cancellations

If you would like to cancel your order before it has been dispatched, please contact us at support@caelvorne.co.uk as soon as possible.

We accept cancellation requests within 12 hours of placing an order, provided the order has not already been dispatched.

If the order has not been dispatched, we will cancel it and issue a full refund.

If the order has already been dispatched, you may still have the right to cancel and return the goods under the applicable statutory cancellation rights and this policy.

12. Failed Delivery or Uncollected Orders

If a delivery cannot be completed because an incorrect or incomplete delivery address was provided, or if a parcel is refused or left uncollected and is returned to us, please contact us at support@caelvorne.co.uk so we can discuss the available options.

Where permitted by law, direct costs arising from a failed delivery, return or requested redelivery may be deducted from refund.

This does not affect your statutory rights where the delivery issue was not caused by you.

13. Updates to This Policy

We may update this Returns & Refunds Policy from time to time to reflect changes to our processes, business operations or applicable legal requirements.

The latest version will be published on this page, with the date at the top showing when it was last updated.