This Return and Refund Policy explains the conditions and procedures applicable to returns, cancellations, refunds, defective products, and related matters for Cardigans purchased through our website. This policy applies to customers purchasing goods from Celivane, located at 1 ARKLE CROFT, BIRMINGHAM, B36 8UL.
1. Right to Cancel an Online Order
If you are purchasing as a consumer, you generally have the right to cancel your online purchase within 14 days after the day on which you, or a person nominated by you, receives the goods.
You do not need to provide a reason for exercising your statutory cancellation right.
Where an order contains several items delivered separately, the cancellation period generally begins from the day after the final item is received.
To exercise your right to cancel, you must clearly inform us of your decision within the applicable cancellation period.
2. Returning Goods After Cancellation
After informing us that you wish to cancel your order, you must return the goods without unnecessary delay and normally no later than 14 days after notifying us of the cancellation.
Returned Cardigans should be securely packaged to reduce the risk of loss or damage during transportation.
Customers should retain evidence showing that the returned parcel has been sent until the return and refund process has been completed.
3. Condition of Returned Products
Customers are permitted to handle and inspect Cardigans to the extent reasonably necessary to determine their nature, characteristics, fit, and general condition, in a manner similar to how the product could reasonably be inspected in a physical shop.
Returned goods should, where reasonably possible, be returned in their original condition.
Products should not be unnecessarily worn, washed, altered, damaged, stained, contaminated, or otherwise used beyond what is reasonably necessary for inspection.
Where the value of a returned product has been reduced because of handling beyond what is reasonably necessary, we may make an appropriate deduction from the refund where permitted by applicable law.
4. Original Packaging and Product Accessories
Where possible, customers should return the Cardigan together with any original packaging, tags, labels, protective materials, accessories, or other items supplied with the product.
The absence of original packaging does not automatically remove statutory cancellation rights.
However, customers are responsible for taking reasonable care of returned products and for packaging them appropriately before sending them back.
5. Return Shipping Costs
Where a customer is returning a product simply because they have changed their mind under the statutory cancellation right, the customer may be responsible for the direct cost of returning the goods where permitted by applicable law and where the relevant information was provided before purchase.
If a product is faulty, damaged, incorrectly supplied, or materially different from its description, return costs will be handled in accordance with applicable UK consumer protection law.
Customers should not return goods using an unreasonable or unusually expensive delivery method unless this has been agreed in advance.
6. Refund Amount
Where a valid cancellation applies, the refund will generally include the price paid for the returned product.
Where required by law, the refund will also include the cost of the standard delivery option originally offered for the order.
If the customer selected a more expensive delivery method than the standard delivery option, any additional delivery cost above the standard delivery amount may not be refundable.
Any lawful deduction resulting from excessive handling or diminished product value may be applied where appropriate.
7. Refund Processing Time
Eligible refunds will be processed without unnecessary delay.
Where goods are being returned following cancellation, we may wait until the returned goods are received or until the customer provides satisfactory evidence that the goods have been sent back, whichever occurs first, where permitted by law.
Refunds will generally be completed within 14 days after the relevant refund conditions have been satisfied.
The time required for the refunded amount to appear in the customer's account may additionally depend on the customer's bank, card issuer, or payment provider.
8. Refund Method
Refunds will normally be made using the same payment method used for the original transaction unless another method has been expressly agreed.
Customers will not normally be charged additional fees solely because an eligible refund is being issued.
If the original payment method is no longer available, additional information may be required to arrange an appropriate alternative refund method.
9. Faulty Products
Customers have statutory rights where goods are faulty, not of satisfactory quality, not fit for their normal or stated purpose, or do not match their description.
These rights are separate from and additional to the right to cancel an online purchase.
Depending on the circumstances and the time that has passed since delivery, customers may be entitled to reject the product, receive a refund, request a repair, request a replacement, or receive another remedy available under UK consumer law.
Nothing in this policy limits or excludes any statutory rights relating to faulty goods.
10. Damaged Products
If a Cardigan arrives physically damaged, customers should contact us as soon as reasonably possible after discovering the damage.
Customers may be asked to provide reasonable information about the issue, such as the order details, a description of the damage, and photographs showing the condition of the product and packaging.
Providing this information can help us assess the problem efficiently and determine an appropriate solution.
Damage occurring after delivery because of misuse, improper washing, improper storage, accidental damage, or ordinary wear and tear may not qualify as a product defect.
11. Incorrect Products
If the product received is different from the product ordered, customers should notify us as soon as reasonably possible.
This may include receiving the wrong style, size, colour, quantity, or another product not included in the original order.
Once the issue has been verified, an appropriate remedy will be provided in accordance with applicable law.
Customers should avoid unnecessary use of an incorrectly supplied product after discovering the error.
12. Products That Do Not Match Their Description
Products sold through our website must correspond with the description provided at the time of purchase.
If a Cardigan materially differs from its description, customers may have statutory remedies under UK consumer protection law.
Minor variations that reasonably result from screen settings, lighting, photography, manufacturing tolerances, or differences in how colours appear on different devices will be considered according to the individual circumstances.
This provision does not affect a customer's statutory rights where a product has been materially misdescribed.
13. Size and Fit
Customers are encouraged to review available product information carefully before placing an order.
Where a Cardigan is returned because the customer has selected an unsuitable size or because the fit is not preferred, the return will normally be treated as a change-of-mind return unless the product was incorrectly described, incorrectly labelled, or otherwise faulty.
Any applicable statutory cancellation rights remain unaffected.
Returned clothing should not show signs of extended wear or use beyond reasonable fitting and inspection.
14. Hygiene, Wear, and Product Condition
Returned Cardigans should be kept in a condition suitable for inspection and resale where the return is based on a change of mind.
Products showing significant signs of wear, washing, perfume, cosmetics, stains, alterations, damage, or other use beyond reasonable inspection may be considered to have suffered a reduction in value.
Where legally permitted, a reasonable deduction may be made to reflect that reduction in value.
This does not restrict remedies available for products that were already defective or damaged when supplied.
15. Sale and Promotional Products
Products purchased during a sale, promotion, discount campaign, or other reduced-price offer are generally subject to the same statutory consumer rights as products purchased at full price.
A reduced price does not remove statutory rights relating to cancellation, faulty products, incorrect products, or goods that do not match their description.
Where a refund is due, the refund will normally be based on the amount actually paid for the product.
16. Exchanges
Where an exchange is requested, availability will depend on the relevant product and available stock.
An exchange request does not remove or reduce any statutory rights available to the customer.
If an appropriate replacement product is unavailable, another remedy may be provided where required by law.
Customers should clearly identify the item they wish to return when requesting an exchange.
17. Refused or Undeliverable Parcels
If a parcel is refused, unclaimed, or returned because delivery could not be completed, the circumstances of the order and return will be reviewed before any refund is processed.
Any deduction from a refund will only be made where permitted by applicable law.
Customers are responsible for providing accurate delivery information when placing an order.
Where a delivery problem results from an error on our part, the customer's statutory rights will not be affected.
18. Return Responsibility
Customers are responsible for taking reasonable care of products while they are in their possession and while preparing them for return.
Returned goods should be packaged securely and sent using an appropriate delivery method.
Customers should keep proof of postage or other evidence of return until the refund has been completed.
Responsibility for defective, damaged, or incorrectly supplied goods will be determined in accordance with applicable consumer law.
19. Abuse of the Returns Process
We reserve the right to review return requests where there is reasonable evidence of fraud, deliberate damage, repeated misuse of products followed by return attempts, or other abuse of the returns process.
Any action taken in relation to suspected misuse will remain subject to applicable UK law.
Legitimate statutory rights will not be refused merely because a customer has previously made returns.
20. Statutory Consumer Rights
This Return and Refund Policy is intended to operate consistently with applicable consumer protection laws in the United Kingdom, including rules governing distance sales and consumer rights relating to goods.
Nothing in this policy is intended to exclude, restrict, or replace any legal right or remedy that cannot lawfully be excluded or restricted.
If any provision of this policy conflicts with a mandatory consumer protection right, the applicable statutory right will take priority.
Return and refund enquiries relating to purchases from Celivane may be directed to the business at:
Celivane
1 ARKLE CROFT
BIRMINGHAM
B36 8UL