Return & Refund Policy

At Caelis, we are committed to providing high-quality products and a positive shopping experience. We offer a 90-day return policy, subject to the conditions outlined below.

1. 90-Day Returns

You may request a return within 90 days of receiving your order.

To be eligible for a return, your item must meet the following conditions:

• The product must be unused and unopened.

• The original packaging and any protective seals must remain intact.

• The product must be in its original condition and suitable for resale.

• Proof of purchase or an order confirmation must be provided.

If these conditions are met, you may request a return for any reason within the 90-day period.

Due to the personal-use nature of our products, opened or used items are not eligible for change-of-mind returns. This restriction does not apply to verified defective products or other rights provided by applicable law.

2. Defective or Damaged Products

If your product arrives damaged, defective, or experiences a quality-related issue, please contact our support team at support@caelis-shop.com.

To help us review your request, please provide:

• Your order number and purchase details.

• Clear photographs showing the product and the issue.

• A video demonstrating the defect or malfunction, where reasonably possible.

• A detailed written description of the problem.

Our support team will review the information and may request additional details to verify the issue.

For confirmed product defects, we will provide an appropriate resolution, which may include a replacement, return, or refund, in accordance with applicable consumer protection laws.

3. How to Request a Return

To initiate a return, please email support@caelis-shop.com within 90 days of receiving your order.

Include your order number, the reason for your return, and any relevant supporting information.

Our customer support team will review your request and provide return instructions if your return is approved.

Please do not send products back without contacting our support team first, as unauthorized returns may result in processing delays.

4. Refund Processing

Once an eligible returned item has been received and inspected, we will notify you of the refund decision.

Approved refunds will be issued to the original payment method. The time required for funds to appear in your account may vary depending on your bank or payment provider.

For confirmed defective products, return shipping costs will be handled in accordance with applicable law.

For change-of-mind returns, any applicable return shipping costs will be communicated before you proceed.

5. Order Cancellations

If you need to cancel an order, please contact support@caelis-shop.com as soon as possible.

We will make reasonable efforts to accommodate cancellation requests before the order has been processed or shipped.

Once an order has shipped, it must follow the return procedures outlined above.

6. Contact Us

If you have any questions about returns, refunds, cancellations, or product quality, please contact us:

Caelis Customer Support

Email: support@caelis-shop.com

Operated by SJL Ventures LLC