Refund policy

Refund & Returns Policy

Last updated: September 2026

At Celeste Wynn, we want you to be completely satisfied with your purchase. As an Australia-registered business operating online, we fully respect and comply with the statutory consumer rights of our customers in the United Kingdom under the Consumer Contracts Regulations 2013 and the Consumer Rights Act 2015.

1. Statutory Right to Cancel (14-Day Cooling-Off Period)

If you are a consumer located in the United Kingdom, you have a legal right to cancel your order without giving any reason within 14 calendar days from the day after you (or a third party designated by you) receive physical possession of the goods.

How to Exercise Your Right to Cancel

To cancel your order, you must inform us of your decision through a clear statement before the 14-day period expires:

  • Email: celeste.wynn@outlook.com

  • Telephone: +61 2 8541 5784

Please include your order number, full name, delivery address, and details of the items you wish to return.

2. Conditions for Returns

To be eligible for a return under your standard right to cancel:

  • Items must be returned in their original, unused, and unworn condition.

  • Items must be in their original packaging, including all tags, labels, and hygiene seals where applicable.

  • You are legally responsible for taking reasonable care of the items while they are in your possession. You may inspect the goods as you would in a retail shop, but handling beyond what is necessary may result in a deduction from your refund.

Exceptions to the Right to Cancel

In accordance with UK law, the right to cancel does not apply to:

  • Goods made to your specifications or clearly personalised.

  • Sealed goods that are not suitable for return due to health protection or hygiene reasons (e.g., underwear, swimwear, or pierced jewellery) if unsealed after delivery.

  • Goods that deteriorate or expire rapidly.

3. Return Process & Shipping Costs

  1. Initiate Return: Contact us at celeste.wynn@outlook.com to request a return authorization and return instructions.

  2. Return Shipping Costs: Unless the item is faulty, damaged, or incorrect, you (the customer) are responsible for paying the direct cost of returning the goods back to us.

  3. Proof of Postage: We strongly recommend using a trackable shipping service or purchasing shipping insurance. We cannot guarantee receipt of returned items without verified delivery tracking.

4. Refunds & Processing Times

Once your return is received and inspected, we will notify you by email regarding the approval or rejection of your refund.

  • Refund Amount: If approved, you will be refunded the full purchase price of the returned items, plus the cost of our standard delivery option (if delivery fees were paid). We do not refund optional premium/express delivery surcharges.

  • Deductions: We reserve the right to reduce your refund to reflect any reduction in the value of the goods caused by handling them beyond what is necessary to establish their nature, characteristics, and functioning.

  • Processing Time: Approved refunds will be issued within 14 calendar days from the day we receive the returned goods (or proof of return dispatch).

  • Payment Method: Refunds are credited automatically to your original payment method via Shopify Payments. Please allow up to 5–10 business days for the refund to reflect on your bank or credit card statement after processing.

5. Faulty, Damaged, or Incorrect Goods

Under the UK Consumer Rights Act 2015, goods must be as described, fit for purpose, and of satisfactory quality.

If you receive an item that is faulty, damaged upon arrival, or incorrect:

  1. Contact us immediately at celeste.wynn@outlook.com within 30 calendar days of receipt.

  2. Provide your order number, a detailed description of the fault, and clear photographs/videos showing the issue.

  3. Upon confirmation of the fault, we will provide instructions for returning the item at no cost to you (we will provide a prepaid return label or reimburse your reasonable return postage costs).

  4. You may choose between a full refund, repair, or replacement.

6. Order Cancellations Before Dispatch

If you wish to cancel an order before it has been dispatched, please contact celeste.wynn@outlook.com as soon as possible. If the order has not yet been processed, we will cancel it and issue an immediate full refund. If the order has already been dispatched, you will need to follow our standard return process upon receiving the parcel.

7. Business Details & Contact Information

For any questions regarding returns, refunds, or order cancellations, please contact:

  • Store Name: Celeste Wynn

  • Operator: Usman Raza

  • Contact Email: celeste.wynn@outlook.com

  • Contact Phone: +61 2 8541 5784

  • Business Address: 45 Bow Avenue, Parklea, New South Wales, 2768, Australia

Compliance Review & Required Information List

Before publishing this policy on your Shopify store, please review and provide the following items:

  1. Return Warehouse Address (Crucial): If returns need to be shipped directly to a specific warehouse address in Australia or a UK third-party logistics center (3PL) instead of your administrative address (45 Bow Avenue, Parklea, NSW 2768, Australia), this specific address must be updated in Section 3.

  2. Restocking / Handling Fees: Ensure you do not charge hidden restocking fees for UK consumers exercising their statutory right to cancel, as this is restricted under UK consumer protection laws.

  3. Custom Domain & Professional Email: While celeste.wynn@outlook.com is valid, using a custom domain email (e.g., support@celestewynn.com) enhances trust and reduces risk triggers on payment processor reviews.