Refund policy

Effective Date: 01-09-2025
Last Updated: 01-11-2025

At Cecole, we want every customer to feel confident when shopping with us. If your purchase isn’t quite right, we’re here to help. This Refund & Returns Policy explains how you can return an item, receive a refund, or request an exchange in accordance with Canada consumer law.

1. Your Right to Return (30-Day Guarantee)

You may return your order within 30 days from the date of delivery. To be eligible for a return, please ensure that:

  • The item is unused, unworn, and in its original condition
  • All original packaging, tags, and accessories are included
  • Proof of purchase (order ID or receipt) is available

Items that show signs of use, damage, or wear caused after delivery may not be eligible for return unless faulty.

2. How to Start a Return

To request a return, simply contact us:

Email: info@cecole.com
Phone: +44 7848 141902

Please include your order number and the reason for your return.

Our customer service team will provide:

  • The correct return instructions
  • The return address appropriate for your order
  • A prepaid label (if applicable)

Returns should not be sent without contacting us first so we can ensure they are processed correctly and promptly.

3. Return Shipping Costs

We follow Canada consumer regulations regarding return costs:

  • Faulty or damaged items: Return shipping is free of charge.
  • Voluntary returns (change of mind, size, color, etc.): Return shipping costs are the responsibility of the customer.

4. Refunds

Once your return has arrived at our processing centre and been inspected, we will notify you by email.

Approved refunds will be issued within 5–10 business days to your original payment method.

Please note:

  • Depending on your bank/card provider, it may take up to 14 business days for the refund to appear.
  • If a return is not approved (e.g., used or damaged items), we will contact you to discuss next steps.

5. Exchanges

If you’d like to exchange an item:

  • Begin by contacting our customer support team.
  • Our team will guide you through the exchange process.
  • In certain cases, we may advise you to return the item for a refund and place a new order for the correct product.

This ensures fast processing and accurate stock handling.

6. Faulty, Damaged, or Incorrect Items

If your item arrives damaged, faulty, or incorrect, please get in touch within 48 hours of delivery or as soon as reasonably possible.

To speed up the process, please include:

  • Photos of the issue
  • Your order number
  • A brief description of the problem

We will arrange either a replacement or a full refund, depending on your preference and stock availability.

7. Contact Information

If you have any questions about returns, refunds, or exchanges, our customer support team is here to help.

Customer Service Is Available:
Monday-Friday: 8:00 AM – 6:00 PM ET (Eastern Time)

Email: info@cecole.com
Phone Number: +44 7848 141902

Support Information: Customer service is based in the Netherlands and provides dedicated English-language support for customers in Canada. We respond to all inquiries within 24 hours on business days.

8. Company Information

This online store is operated by: Cecole, registered in the Netherlands under company registration number 94153027.

For information about delivery times and shipping methods, please view our Shipping Policy.