Click here to download our return form
Returns*
Is an item not to your liking? Or do you prefer to change it for another item?
Returning and exchanging items is no problem at all!
You can return an item when:
- The item is unused, and
- You send an e-mail to [email protected] within 14 days after receipt, letting us know you wish to return the item, and
- You return the item within 14 days after this notification.
Please note: there is no right of withdrawal for companies.
Returns from outside the European Union
Are you located outside the European Union and wish to return an item? No problem!
You can return an item when:
- The item is unused, and
- You send an e-mail to [email protected] within 14 days after receipt, letting us know you wish to return the item, and
- You return the item within 14 days after this notification.
We will refund the price of the item after receiving your return, or send a credit note of the same value (let us know what you prefer). Note that it might take some time until the return is received because of customs checks. We advise you to always keep the receipt & tracking code of your return shipment.
Please note: we will not refund the shipping or return costs. Moreover, we might need to withold customs declaration costs.
Please note: we will not send you an item in exchange. We can only accept returns from outside the EU in exchange for a refund or credit note.
Refund
You will receive a refund within 14 days after your notification e-mail, should you wish to cancel the returned item, or just after we received the return. Please note that you have to cover the return costs yourself.
The refund will be done to the account you paid your original order with.
Cancellations or adjustments*
Of course it is also possible to cancel your order before delivery. This is completely free of charge. You can also adjust your order or add extra items to your order. If you wish to cancel or adjust items, you can e-mail or telephone us.
*Custom made items
Some of our items are custom made on request, and different terms are applicable in that case. These items cannot be cancelled after ordering. These items can also not be returned because they are made completely according to your wishes.
Warranty
Most products that are purchased at Celtic WebMerchant have a warranty of two years and some have an even longer warranty period. If the item was broken after normal use, the costs for reparation or replacement will be paid by Celtic WebMerchant. Should you discover any defect, you are obliged to notify us within 2 months after this discovery.
The warranty does not apply to an item if it has been modified after delivery or if the complaint is caused by:
- Negligence or damage on purpose
- Faulty maintenance
- Normal wear
- Misuse
Complaints
Do you have a complaint? We will do our utmost to satisfy you. Send us an e-mail via [email protected] .
In case of an unsatisfactory conclusion, you can notify your complaint via the ODR (Online Dispute Resolution) platform of the European Commission. You can find this ODR platform on http://ec.europa.eu/odr. They will negotiate in the complaint procedure.