Refund policy

We want you to love what you ordered. If something isn’t right, you can return eligible items within 30 days of delivery. This policy explains how returns, refunds, and exchanges work, and should be read alongside our Terms of Service. It does not affect your statutory rights under UK consumer law.

Key Information

Return window: 30 days from the date of delivery
Condition: new, unused, unworn, with all tags attached and in original packaging
Return shipping: paid by the customer (we cover it for faulty, damaged, or incorrect items)
Restocking fee: none
Refunds: processed within 5 business days after we receive and inspect your return, then issued to your original payment method
Refund method: back to your original payment method
Exchanges: available within the 30-day window

Your 30-Day Return Window

You may request a return within 30 days of receiving your order, for any reason. The 30 days are counted from the date your order is delivered, and requests made after this period cannot be accepted. Your statutory rights, including the 14-day right to cancel under the UK Consumer Contracts Regulations 2013, remain unaffected and are included within, not limited by, this policy.

Return Conditions

To be eligible for a return, items must be:

New, unused, unworn, and unwashed
In their original condition, free from marks, make-up, perfume, or any signs of wear
With all original tags still attached
Returned in their original packaging

Items that show signs of use, wear, or damage that was not present on delivery may be refused or may qualify for a partial refund only.

How to Start a Return

1. Email us at support@caelvi.com within 30 days of delivery. Please include your order number, the email address used to place the order, and the reason for your return.

2. Our team will review your request and reply with return instructions and the return address.

3. Once approved, send your parcel using a tracked, reliable courier within the 30-day window.

Please wait for approval before sending anything back. Items returned without prior approval, or sent to an address other than the one we provide, cannot be processed or refunded.

Return Shipping Costs

For change-of-mind returns, including an incorrect size choice, a change in style preference, or simply changing your mind return shipping is the customer’s responsibility, and the cost varies by location.

If your item is faulty, damaged on arrival, or incorrect, Caelvi will cover the return shipping cost. We recommend using a tracked service for all returns, as we cannot be held responsible for returns lost in transit. Original (outbound) shipping charges are non-refundable, except where required by law.

Refunds

Once we receive your return, we will inspect it and email you to confirm whether your refund has been approved. Approved refunds are processed within 2–5 business days and issued to your original payment method. After we process the refund, it may take additional time for your bank or card provider to post the funds to your account.

Exchanges

The quickest way to exchange an item is to return your original item and, once it has been approved, place a new order for the replacement. This makes sure you get the item you want without waiting for stock to be held. Exchange items are subject to the same condition and 30-day requirements as returns.

Damaged, Defective, or Incorrect Items

We take great care with every order, so we’re truly sorry if something arrives damaged, faulty, or incorrect. If this happens, please inspect your order as soon as it arrives and contact us at support@caelvi.com within 48 hours of delivery, including clear photos of the issue. Once we have confirmed the problem, we will put it right straight away with a free replacement or a full refund, and we will cover the return shipping. This does not affect your statutory rights in relation to faulty goods.

Item Not As Described

We photograph and describe our products as accurately as we can. Please note:

Colour and appearance: slight differences in colour or texture can occur because of your screen, lighting, or device, and are not considered defects.
Measurements: a small size variation of around 1–2 cm is normal in production and is not a fault. Please check the product details before ordering.
Fit and styling: fit can vary with body type and proportions, and is not grounds for a “not as described” claim.

If you believe an item is genuinely and significantly different from its description, contact us with photos and details. If we confirm it does not match the listing, you may return it at our expense.

Non-Returnable Items

Almost all of our products can be returned, provided they meet the conditions above. The only exception is gift cards (where offered), which cannot be returned or refunded.

Order Cancellations

If you need to cancel an order, please contact us at support@caelvi.com as soon as possible. If your order has not yet been dispatched, we will do our best to cancel it for you. If it has already been dispatched, you can still return it once it arrives, in line with this policy and your statutory cancellation rights.

Return Address

Returns should be sent to the address below, which we will confirm when we approve your return:

Caelvi (Prime Flow Digital Ltd)
42 St Luke’s Crescent, Totterdown, Bristol, BS3 4SD, United Kingdom.

Your Statutory Rights

Nothing in this policy affects your legal rights under UK consumer law, including the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.

Contact Us

If you have any questions about this Privacy Policy or how we handle your personal information, please contact us. We aim to reply to all messages within 24 hours.

Caelvi is a trading name of Prime Flow Digital Ltd.

Store name: Caelvi
Company name: Prime Flow Digital Ltd
Email: support@caelvi.com
Phone: +44 7424 124952
Address: 42 St Luke’s Crescent, Totterdown, Bristol, BS3 4SD, United Kingdom