Refund policy

Refund Policy

At Celes, we want you to feel confident with every purchase. If something isn’t right, we’re here to help with a simple and fair return process.

30-Day Return Window

You have 30 days from the delivery date to request a return.

Return Requirements

To be eligible for a return:

  • Item must be unused and in original condition

  • Original packaging must be included

  • Valid proof of purchase required

  • Product must not be damaged, altered, or excessively used

How To Start A Return

To initiate a return, please email us at:

support@celes.co.za

Please include:

  • Your order number

  • The item(s) you wish to return

  • Reason for the return

Our support team will respond within 24 hours with the next steps.

Once approved, return instructions will be provided.

Refund Process

Once your return is received:

  • Items are inspected within 48 hours

  • Approved refunds are processed to the original payment method within 3–5 business days

  • Depending on your bank or payment provider, refunds may take additional time to appear in your account

  • You will receive a confirmation email once your refund has been issued

Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or incorrect:

  • Please inspect your package upon delivery

  • Take clear photos of the issue

  • Contact support@celes.co.za within 48 hours of delivery

  • Include your order number and a brief description of the issue

We will arrange a replacement or issue a refund where applicable.

Non-Returnable Items

For hygiene and safety reasons, certain items cannot be returned, including:

  • Used products

  • Opened personal care items

  • Products missing original packaging

  • Final sale or clearance items

  • Gift cards

International Returns

  • Shipping costs for international returns may vary depending on location

  • Customs duties and taxes are non-refundable

  • Customers are responsible for any return shipping fees unless the item was received damaged or incorrect

Quality Promise

We stand behind the quality of our products. If you experience a genuine product quality issue, please contact us and our team will work to resolve it as quickly as possible.

Need Help?

Our customer support team is available to assist you.

Email: support@celes.co.za

Response Time: Within 24 hours

Your Satisfaction Matters

At Celes, customer satisfaction is important to us. If you are not fully satisfied with your purchase, we will do our best to make it right.