Refund policy

Last updated: 2 June 2026

We want you to be completely happy with your order. If anything is not right, we will put it right.

30-day returns

You have 30 days from the date of delivery to return your order for a full refund. There are no restocking fees. We cover return shipping on any item that arrives defective, and on any return from the United Kingdom or the United States.

How to start a return

Please email hello@bycaelo.com with your order number and a brief note explaining the reason for return. We will respond within one working day with a prepaid return label and the return address.

Condition of returned items

Items may be returned in any reasonable condition — lightly used and rinsed clean is acceptable. The original packaging is not required.

Refund timing

Once your return is received at our facility (typically 5 to 14 days from posting), we issue your refund within 2 working days. Refunds are returned to the original payment method. Please allow your bank a further 2 to 5 working days for the credit to appear on your statement.

Exchanges

For exchanges of colour, size, or variant, please email us within the 30-day window. Like-for-like swaps are processed at no additional charge.

Damaged or incorrect items

If your order arrives damaged or you have received the wrong item, please email hello@bycaelo.com with a photograph and your order number. We will send a replacement immediately — you do not need to return the original item.

Faulty products

If your product develops a fault within 6 months of purchase under normal use, we will replace it free of charge. Photographs help us process the replacement faster.

Your statutory rights

Nothing in this policy affects your statutory rights under UK consumer law (Consumer Rights Act 2015 and Consumer Contracts Regulations 2013), or applicable US consumer protection law.