Refund policy
Last updated: 07/28/2026
How long you have
Every Celaza order comes with a 30-day return period, counted from the day the parcel is delivered to you. You do not need to justify the decision — changing your mind is reason enough. Nothing in this policy reduces the rights you already hold under consumer protection law where you live.
What we can accept back
To be refunded in full, an item should reach us:
- unused, and in the condition it arrived in
- with its original packaging wherever that is still possible
- identifiable — your order number or a receipt is enough
Items showing wear from use, or arriving back incomplete, may be refused or refunded only in part. We will always explain our reasoning before we do that.
Starting a return
- Email support@celaza.com with your order number and which items you are sending back. Start within 30 days of delivery.
- We send the return address and what to include within 24 hours on business days. Please wait for that reply — parcels sent to us unannounced are difficult to match to an order.
- Ship the item within 14 days of receiving our confirmation.
Who pays return shipping
Return shipping is normally paid by you. The exception is when the fault is ours: if an item arrives damaged, faulty, or is simply not what you ordered, we cover the return cost. In some cases we will tell you to keep the item and refund or replace it without asking you to send anything back.
Getting your money back
When your return arrives we inspect it and email you to confirm. The refund is issued to whichever payment method you originally used, within 5–7 business days of the parcel reaching us. After that it is in your bank's hands — card providers commonly take a further 5–10 business days before the money is visible on a statement.
Damaged, faulty or incorrect items
Tell us within 48 hours of delivery if something arrives broken, defective, or different from what you ordered. Email support@celaza.com with a photograph of both the item and the packaging it came in. We resolve these with a replacement or a full refund, and you pay nothing toward return shipping.
Swapping an item
We do not process direct exchanges. If you want a different item, return the original for a refund and order the replacement separately. It is faster this way — you are not waiting on our stock movements before your new item ships.
A refund that has not arrived
If the timeframes above have passed and you still see nothing, check first with your bank or card issuer, since the delay is usually at that end. If they have no record of it, email support@celaza.com and we will trace the payment from our side.
Talk to us
We answer messages Monday to Friday: 9:00 AM – 5:00 PM (ET), and reply within 24 hours on business days. Email support@celaza.com or call 1 (405) 591-4016.