Returns & Exchanges Policy

Returns & Exchanges Policy

We want you to love every item you purchase from us. If something isn’t quite right, we’re here to help. This page outlines our returns process, refund timelines, and EU consumer rights so you can shop with confidence.


1. Your Right to Return

Under EU law, customers have the right to return most online purchases within 14 days of receiving their order. This is known as the Right of Withdrawal.

  • You may return your item(s) for any reason — including simply changing your mind.

  • Items must be returned in their original condition: unworn, unwashed, with tags attached.


2. Items Not Eligible for Return

For hygiene and safety reasons, some products cannot be returned:

  • Underwear and lingerie (unless unopened and in original packaging)

  • Swimwear with hygiene seals removed

  • Personalised or custom-made items

  • Gift cards


3. How to Start a Return

To begin your return, please follow these steps:

  1. Contact our customer support team within 14 days of receiving your order.

  2. Provide your order number and the item(s) you wish to return.

  3. We will send you a returns authorisation and instructions.

  4. Pack your item securely and send it back using the provided details.


4. Return Shipping Costs

  • If the item is faulty or incorrect, we will cover the return shipping cost.

  • For all other returns (including change of mind), the customer is responsible for return postage.

  • We recommend using a tracked service to ensure safe delivery.


5. Refunds

Once we receive and inspect your return, we will process your refund:

  • Refunds are issued to your original payment method.

  • Please allow up to 14 days for the refund to appear in your account.

  • Shipping fees (if any) are non‑refundable unless the item was faulty.


6. Exchanges

If you’d like to exchange an item for a different size or colour:

  • Contact us to check availability.

  • Exchanges are processed once we receive your returned item.

  • If the new item is unavailable, we will issue a refund instead.


7. Faulty or Damaged Items

If your item arrives damaged or develops a fault:

  • Contact us as soon as possible with photos of the issue.

  • We will arrange a replacement or refund in line with EU consumer protection laws.


8. Contact Us

Our customer care team is here to help with any questions about returns, exchanges, or product issues.

Email: Celtic.riders2025@gmail.com