Refund policy

Last updated: February 5, 2026

At Cérelle, each piece is handcrafted in small batches with careful attention to materials, construction, and finish. Our returns policy is designed to balance customer reassurance with the realities of limited production.

This policy operates in accordance with the Australian Consumer Law (ACL).

14-Day Change-of-Mind Window

We offer a 14-day change-of-mind window from the time you receive your order.

If you change your mind within 14 days of delivery, you may request a return provided the item remains unused, in original condition, and with all original packaging.

Change of mind includes (but is not limited to):

  • Deciding you no longer want the item
  • Ordering the wrong colour or style
  • Preference-based reasons after delivery

To request a change-of-mind return, please contact us within 14 days of receiving your order at:
info@cerelle.com.au

Include your order number in your email.

Faulty or Incorrect Items (Your Rights Under ACL)

Under the Australian Consumer Law, you are entitled to a remedy if a product is faulty or defective. Depending on the issue, you may be entitled to a repair, replacement, or refund, as required by law.

What Is Not Considered a Fault

Due to the handmade nature of Cérelle pieces, the following are not considered faults:

  • Minor variations in weave, texture, or finish
  • Slight colour differences due to lighting or screen settings
  • Natural characteristics of materials such as textiles or fibres

These variations are inherent to small-batch craftsmanship and do not affect the integrity or function of the piece.

How to Request a Remedy

If you believe your item is faulty or incorrect, please contact us within 7 days of receiving your order at:

Email: info@cerelle.com.au

Please include:

  • Your order number
  • A clear description of the issue
  • Clear photographs showing the problem

We will assess your request and respond within a reasonable timeframe.

Return Conditions (If Approved)

If a return is approved:

  • The item must be unused, in original condition, and include all original packaging
  • Items returned without prior approval will not be accepted
  • Return shipping costs may apply unless the issue is confirmed as a fault

Contact

If you have any questions about this policy or require clarification before placing an order, please contact us at:
info@cerelle.com.au