Refund policy

Refund & Return Policy

Last updated: September 26, 2026

At Celdena, your satisfaction is important to us. If your purchase is not right for you, our support team is here to help.

This Refund & Return Policy explains the conditions for returns, refunds and exchanges.

1. 30-Night Trial and Return Eligibility

Most physical products purchased from Celdena are covered by our 30-night trial, starting from the date your order is delivered.

To be eligible for a return, the product should be complete and returned in reasonable condition.

Products covered by our 30-night trial may be opened and reasonably used so that you can determine whether they are suitable for you.

We may refuse a return where a product has been intentionally damaged, heavily soiled, altered, misused, or returned incomplete.

Gift cards, products clearly marked as final sale, and certain hygiene-sensitive items where specifically indicated may not be eligible for return.

2. How to Request a Return or Refund

Before returning any product, please contact our customer support team at:

support@celdena.com

Please include your order number and the reason for your request.

Our team will provide you with the appropriate return procedure and return address for your order.

Do not send a product back before receiving return instructions from us.

Different products may be fulfilled from different locations and therefore may require different return addresses.

Products sent to an incorrect address or returned without contacting us first may experience delays in processing.

3. Return Address

The correct return address will be provided by our customer support team after your return request has been reviewed.

Where possible, we use return facilities appropriate to the country or region in which the order was delivered.

However, the correct return destination can vary depending on the product, supplier and original fulfilment route.

Our registered business address is not automatically a return address.

Please always contact us before returning an item.

4. Refunds

Once the returned item has been received and inspected, we will notify you by email.

If the return is approved, the refund will be issued to your original payment method.

Please allow approximately 5 to 10 business days after the refund has been processed for it to appear in your account. Processing times can vary depending on your bank or payment provider.

Unless the product was defective, damaged or incorrectly supplied, original shipping charges are normally non-refundable.

5. Return Shipping Costs

Unless the product is defective, damaged on arrival or incorrect, the customer is responsible for the cost of returning the product.

If you have received a damaged, defective or incorrect item, contact us before returning it so that we can provide the appropriate solution.

6. Damaged, Defective or Incorrect Items

Please inspect your order when it arrives.

If your item arrives damaged, defective or different from what you ordered, contact us as soon as possible at support@celdena.com.

Please include your order number, a description of the issue and, where possible, photographs showing the problem.

We will review the request and provide the appropriate replacement, return or refund instructions.

7. Exchanges

Where appropriate, we can arrange a replacement for products that arrive damaged, defective or incorrect.

For other situations, our support team will advise you whether an exchange or return is the most appropriate solution.

8. Late or Missing Refunds

If you have received confirmation that a refund was processed but have not yet received the funds:

Please check your bank or payment account first.

Your bank, card provider or payment service may require additional processing time.

If more than 10 business days have passed since we confirmed the refund, please contact us at support@celdena.com

9. Undeliverable or Refused Packages

Customers are responsible for providing a complete and accurate delivery address.

If an order is returned because the address provided was incorrect, incomplete, the parcel was refused or delivery could not be completed for reasons outside our control, please contact us.

Any refund or reshipment will be assessed once the package has been returned and the circumstances have been reviewed.

Shipping charges already incurred may not be refundable.