Refund policy
At Celeste Patio, we want you to be delighted with your home furnishings. If you need to return an item or report an issue, please read our policy below to ensure a smooth return process.
Damaged, Defective, or Incorrect Items
While we take great care in delivering high-quality products, damages or errors can occasionally happen in transit.
Reporting Period: You must inspect your delivery thoroughly upon arrival. Any damage, defect, or incorrect item must be reported within 48 hours of delivery.
How to Claim: Email our team at info@celestepatio.com with:
- Your Order Reference Number.
- Clear photographs of the damaged or incorrect item.
- Photographs of the outer and inner packaging (including shipping labels).
Resolution: Once verified, we will arrange a free collection and provide a replacement or full refund.
Location Restriction: Items must be inspected and collected from the original delivery address. If an item has been moved or transported to a secondary address, damage claims cannot be processed.
Note: Minor variations in tone, natural wood grain, or handmade finishes are inherent features of natural furniture materials and are not considered defects.
Change of Mind / Right to Cancel
In accordance with the UK Consumer Contracts Regulations, you have the right to cancel your order and return an item for any reason within 14 days of receiving your delivery.
Requirements for Change of Mind Returns
Notification: You must notify us of your intent to cancel within 14 days of receiving your item.
Condition: Items must be completely unused, unassembled, and in their original, undamaged packaging.
Return Shipping & Collection Costs: In accordance with UK law, the buyer is responsible for the direct cost of return shipping for change-of-mind cancellations.
You may arrange your own fully insured, tracked courier return to our designated warehouse.
Alternatively, we can arrange a courier collection on your behalf. The standard collection fee (depending on item size) will be deducted from your final refund amount.
Packaging Integrity: Please retain all original boxes. Items returned without original packaging or altered/assembled by the customer cannot be accepted or may be subject to a deduction for reduced value.
Refunds
Processing Time: Once your returned item is received, inspected, and verified at our warehouse, your refund will be processed within 14 business days.
Refund Method: Refunds will be issued directly to the original payment method used at checkout.
Delivery Fee Charges: On change-of-mind returns, standard outward delivery costs will be refunded. Any upgraded or express shipping charges paid at checkout are non-refundable.