Refund policy

We want you to love your Celixé™ products. If something isn’t right, you may be able to return your order under the conditions below.

1. Return period & how to register a return

We have a 14-day return policy. This means you have 14 days after receiving your order to register your return via our return portal.

  • Returns must always be registered through our return portal:
    ➤ https://celixe.com/a/retour

  • After your return has been registered and approved, you will receive:

    • Return instructions

    • (If applicable) a return shipping label

Important:
Items sent back to us without registering the return via our portal will not be accepted.

2. Conditions for returns (Skincare & hygiene)

To be eligible for a return:

  • Your item must be in the same condition as you received it

  • Unused and unopened

  • Hygiene seal and/or protective seal must be intact

  • In the original packaging (including any boxes or sleeves)

  • You must have a receipt or proof of purchase

Because our products are personal care and skincare items, we cannot accept returns of opened or used products, unless they are defective or you received the wrong item.

If you are unsure whether your product qualifies for a return, please contact us before sending anything back.

3. Return address

After registering your return via the portal and receiving approval, your parcel must be sent to:

Return address:
Keurenplein 41 G5609, 1069 CD Amsterdam, Nederland

The correct address and instructions will also be shown in the return portal and/or confirmation email.

4. Damages, defects & wrong items

Please inspect your order as soon as you receive it.
Contact us immediately via the return portal if:

  • Your item is defective

  • Your item is damaged

  • You received the wrong product

We will review the issue and work with you to make it right, either through a replacement, store credit or refund (depending on the situation).

5. Exceptions / non-returnable items

The following items cannot be returned:

  • Opened or used skincare and cosmetic products (for hygiene reasons)

  • Products where the hygiene seal has been broken

  • Customised or personalised products

  • Sale items (unless they are damaged/defective on arrival)

  • Gift cards

If you have questions about a specific item, please contact us before purchasing or returning.

6. Exchanges

We do not offer exchanges.
If you would like a different product:

  1. Register and send back the original item (if eligible for return)

  2. Once your return is approved and refunded, you can place a new order for the product you want

7. European Union – 14-day cooling-off period

If your order is shipped to a country within the European Union, you have the right to cancel your order within 14 days after delivery, without giving any reason (cooling-off period).

However, this right does not apply to:

  • Sealed goods that are not suitable for return for health or hygiene reasons, once the seal has been broken (this includes opened skincare and cosmetic products).

If you make use of your right of withdrawal:

  • Your item must be unused, unopened, with intact hygiene seal, and in the original packaging

  • You must provide proof of purchase

You can initiate this through our return portal within 14 days after receiving your order.

8. Refunds

Once we have received and inspected your return, we will notify you whether your refund has been approved or rejected.

  • If approved, we will issue a refund to your original payment method within 10 business days.

  • Please note that it can take additional time for your bank or credit card company to process and post the refund.

If more than 15 business days have passed since we approved your refund, please contact us at contact@celixe.com with your order number and return reference.

9. Questions

If you have any questions about returns or our policy, you can always contact us at:

📧 contact@celixe.com