Refund policy
Questions? Email hello@celloactive.com with your order number.
30-Day Fit Guarantee
If your piece doesn't fit or isn't right for you, you can exchange it for another size or style, or return it for store credit, within 30 days of delivery. Store credit is issued as a Cello Active gift card and does not expire.
Exchanges and store credit are how we handle fit and change-of-mind returns. Refunds to your original payment method are at our discretion, except for damaged, defective, wrong or lost orders and where the law requires it (see "Your rights" below).
Return conditions
To qualify, every returned item must be:
- Unworn and unwashed. You may try swimwear on over underwear.
- Free of odors, makeup, deodorant, sunscreen, self-tanner, pet hair and stains.
- Returned with all tags and any hygiene liner still attached.
- In its original packaging, with your order number included.
- Shipped back within 7 days of our return instructions.
We inspect every return. If an item doesn't meet these conditions, we won't issue an exchange, store credit or refund for it. We'll send it back to you at your cost, or hold it for 30 days for you to arrange return postage, after which it may be disposed of.
Final sale
These items can't be returned or exchanged:
- Gift cards.
- KiniBox orders.
- Purchases made by or through brand ambassadors.
- Items marked "Final sale" on the product page.
Damaged, defective or wrong items
If your order arrives damaged, defective or different from what you ordered, email us within 7 days of delivery with your order number and clear photos of the item and its packaging. Once we confirm the issue, we'll send a replacement or refund the item to your original payment method, at our choice. We may ask you to return the item first, and we cover the return shipping for these orders.
Lost or delayed orders
If your tracking hasn't updated for 15 business days, or your order hasn't arrived within the delivery window in our Shipping Policy, email us. We'll open a claim with the carrier and send a replacement or a refund, at our choice, once the claim is resolved.
If tracking shows your order as delivered to the address entered at checkout and you can't find it, contact us within 7 days of the delivery scan and we'll help you file a claim with the carrier. We aren't responsible for packages confirmed as delivered to that address, or for orders sent to an incorrect address entered at checkout, except where the law requires it.
Promotions and bundles
If you return part of an order bought with a promotion, we credit the price you actually paid for each item after the discount. If the items you keep no longer qualify for the promotion, we deduct the value of the free item from your store credit or refund.
How to start a return or exchange
- Email hello@celloactive.com within 30 days of delivery with your order number, the item, and whether you'd like an exchange or store credit.
- We'll reply with the return address and instructions. Returns sent without contacting us first can't be accepted.
- Ship the item with tracking within 7 days of our reply. Return shipping is your responsibility unless the item was damaged, defective or wrong.
- Once your return arrives and passes inspection, we'll send your exchange or store credit within 5 business days.
Exchanges depend on stock. If the item you want isn't available, you'll receive store credit.
Cancellations
You can cancel an order within 12 hours of placing it, as long as it hasn't been processed. After that, it can't be cancelled and this return policy applies. If we can't ship your order within the time stated in our Shipping Policy, we'll email you with a new estimate and you can cancel for a full refund.
Refund timing
Approved refunds go back to your original payment method within 5 business days. Your bank may take a few extra days to post it. Shipping charges aren't refundable unless the order was damaged, defective, wrong or lost.
Refusals and exceptions
We may refuse any return, exchange or refund that doesn't meet this policy, and we may decline returns, or future orders, from customers who repeatedly return items or misuse it. Anything we offer outside this policy is at our discretion, and doing it once doesn't oblige us to do it again.
Payment disputes
Please contact us before disputing a charge with your bank. Most issues are resolved faster by email. If a dispute is filed, we'll share your order details, tracking and this policy with the payment provider.
Your rights
Nothing in this policy limits rights you have under the consumer laws where you live. If you are in the European Union or the United Kingdom, you may cancel your order for any reason within 14 days of delivery by emailing us, and receive a refund of the item price and standard shipping. Send the items back within 14 days of telling us. Return shipping is your responsibility, and we may reduce the refund for items that come back worn, washed or damaged, as the law allows.
Cello Active, a division of MediaSavior L.L.C. Contact: hello@celloactive.com