Refund policy

Effective Date: 22 December 2025

At Célouris, we want every customer to shop with confidence.
 This Refund Policy explains how you can return an item, receive a refund, or request an exchange in accordance with Canadian consumer protection standards and our store policies.

Nothing in this Policy limits your rights under applicable Canadian consumer laws.


1. 30-Day Return Window

We offer a 30-day return period from the date your item is delivered.

To be eligible for a return:

  • The item must be unused, unworn, and in its original condition

  • All original packaging, tags, and accessories must be included

  • Proof of purchase (order confirmation or receipt) must be provided

Items that are used, damaged, or show signs of misuse after delivery may not qualify for a refund unless the item is defective under consumer protection laws.


2. How to Start a Return

To initiate a return, please contact us:

Email: info@celouris.com
 Phone: +12367047850

Include your order number and the reason for your return.

We will provide:

  • Return instructions

  • The correct return address: CJ Germany Warehouse, Zum Linnegraben 20, 65933 Frankfurt am Main, Germany

  • A prepaid return label (if applicable)

Do not send items back without contacting us first.
 This ensures proper processing and tracking of your return.

 

 

3. Return Shipping Costs

Faulty, Damaged, or Incorrect Items

If your item arrives damaged, faulty, or incorrect, return shipping is free.
 You may be entitled to a replacement or full refund under provincial consumer protection laws (e.g., CPA Ontario, OPC Québec).

Change of Mind

The customer is responsible for return shipping costs.

We do not charge restocking fees.


4. Refunds

Once your return arrives at our returns facility and is inspected:

  • You will receive an approval or rejection confirmation

  • Approved refunds will be processed within 5–10 business days

  • Refunds are issued to your original payment method

Depending on your bank or card issuer, refunds may take up to 14 business days to appear.

If your return is rejected due to ineligibility, we will contact you to discuss possible options.

Inspection timeframe

Returned items are typically inspected within 1–3 business days after arrival.


5. Exchanges

If you would like to exchange an item:

  1. Contact our support team first

  2. We will confirm available stock

  3. In many cases, we may suggest returning the item for a refund and placing a new order

(This ensures faster processing and accurate inventory handling.)


6. Faulty, Damaged or Incorrect Items (Consumer Rights)

If your product arrives damaged, defective, or incorrect:

  • Contact us as soon as reasonably possible

  • Provide photos of the issue

  • Include your order number and a brief description

Depending on the situation, you may be entitled to:

  • A free replacement

  • A repair

  • A full refund

in accordance with Canadian consumer protection laws.

This is separate from our 30-day return policy.


7. Contact Information

Customer Service Hours: Monday–Friday, 9:00 AM – 5:00 PM EST
Email: info@celouris.com
 Phone: +12367047850

Support Information: We aim to respond within 24 hours on business days.


8. Company Information

This online store is operated by:

Célouris
 Registration Number: 95118098 (KvK)

 Business Address:
Van Hogendorpstraat 114-1
1051 BV, Noord-Holland
Amsterdam, Netherlands

For shipping information, please refer to our Shipping Policy.