Refund policy
Last updated: 2 September 2026
RETURN AND REFUND POLICY
We want ordering from CelloBag.co.uk to be straightforward.
This policy explains how cancellations, change-of-mind returns, damaged or incorrect orders and refunds are handled.
CelloBag.co.uk is operated by HNTR LTD.
If you need help with a return or refund, contact:
contact@cellobag.co.uk
1. CHANGE-OF-MIND RETURNS
If you are purchasing as a consumer online, you normally have the right to cancel your order without giving a reason.
You must tell us that you wish to cancel within 14 days of receiving your goods.
You can do this by emailing:
contact@cellobag.co.uk
After telling us that you wish to cancel, you normally have a further 14 days to return the goods.
Please contact us before sending anything back so that we can provide the correct return instructions.
2. CONDITION OF RETURNED GOODS
You may inspect the products in the same way that you reasonably could when examining goods in a physical shop.
Please take reasonable care of the products while they are in your possession.
Where permitted by law, we may make an appropriate deduction from your refund if the value of the goods has been reduced because they have been handled beyond what was reasonably necessary to establish their nature, characteristics and suitability.
Opening outer packaging solely to inspect the goods does not automatically prevent you from exercising your statutory cancellation rights.
3. CHANGE-OF-MIND RETURN POSTAGE
For a change-of-mind return, you are responsible for the cost of returning the goods to us unless we have expressly agreed otherwise.
Please do not send a return until you have contacted us and received the appropriate return instructions.
We recommend using a suitable delivery service and keeping proof of postage until your return has been completed.
4. REFUNDS FOR CHANGE-OF-MIND RETURNS
Once a valid return has been received, we will issue the refund due to you without undue delay and in accordance with applicable UK consumer law.
Refunds will normally be made to the original payment method.
Where you validly cancel your entire order under your statutory cancellation right, we will also refund the basic Standard delivery charge you paid, where applicable.
If you selected a more expensive delivery option, such as Expedited delivery, we are not required to refund the additional amount above the equivalent Standard delivery charge.
If you return only part of an order, the original delivery charge may not be refundable where the same charge would have applied to the products you keep.
We do not charge a restocking fee for a valid consumer cancellation return.
5. DAMAGED, FAULTY OR INCORRECT GOODS
Your statutory rights are separate from our change-of-mind returns process.
If goods arrive:
• damaged;
• faulty;
• not as described;
• in the wrong size or pack quantity because of our error; or
• otherwise not in conformity with your order,
please contact us as soon as possible at:
contact@cellobag.co.uk
Please include your order number and a description of the issue.
Photographs may be helpful in allowing us to understand and resolve the problem quickly.
6. YOUR RIGHTS FOR FAULTY GOODS
UK consumer law gives consumers legal rights when goods are faulty, not as described or otherwise fail to meet the required standards.
Depending on the circumstances, these rights may include:
• a refund;
• repair;
• replacement;
• price reduction; or
• another remedy provided by law.
In appropriate circumstances, consumers may have a short-term right to reject faulty goods within 30 days.
After the short-term right to reject has passed, other remedies such as repair or replacement may apply before a final refund or price reduction becomes available.
Nothing in this policy limits or replaces your statutory consumer rights.
7. RETURN COSTS FOR FAULTY OR INCORRECT GOODS
If the goods are faulty, damaged or incorrect because of our error, you will not be required to bear reasonable return costs where the law requires us to cover them.
Please contact us before returning the goods so that we can confirm the appropriate process.
We may arrange a return or provide other instructions depending on the circumstances.
8. PRODUCTS DAMAGED AFTER DELIVERY
We are not responsible for damage caused by misuse, improper storage, accidental damage or handling that occurs after the goods have been delivered and is unrelated to any fault that existed when the goods were supplied.
This does not affect your rights where a product was faulty or not of satisfactory quality when supplied.
9. CHANGING OR CANCELLING BEFORE FULFILMENT
Our fulfilment process can begin quickly after an order is placed.
If you need to change or cancel an order, contact us as soon as possible:
contact@cellobag.co.uk
We will try to help where reasonably possible, but we cannot guarantee that an order can be changed or stopped once fulfilment has begun.
This does not affect statutory cancellation rights that apply after delivery.
10. REFUSED OR UNDELIVERABLE PARCELS
If a parcel is returned to us because the delivery address supplied was incomplete or incorrect, or because delivery could not be completed, please contact us.
Any refund or redelivery will depend on the circumstances.
Where the delivery problem was caused by incorrect information supplied by the customer, additional delivery costs may apply before an order is sent again.
This does not affect your statutory rights where the delivery issue was caused by us or our delivery providers.
11. REFUND TIMES
Once we have confirmed that a refund is due, we will process it without undue delay.
Where a consumer has exercised the statutory right to cancel, refunds will be made within the timeframe required by applicable law.
For returned goods, we may wait until we have received the goods back or, where permitted, until you provide evidence that they have been returned.
After we issue a refund, your bank or payment provider may take additional time to show the funds in your account.
12. PROMOTIONAL AND DISCOUNTED ORDERS
If a discount or promotional code was used, any refund will be based on the amount actually paid for the returned products.
If returning part of an order means that the remaining order would no longer have qualified for a promotion, we may adjust the refund where the promotional terms and applicable law permit this.
Your statutory consumer rights are not affected.
13. BUSINESS CUSTOMERS
The statutory change-of-mind cancellation rights described above generally apply to consumers rather than purchases made wholly or mainly for business purposes.
If you purchase from CelloBag.co.uk as a business, please contact us if you wish to return an order.
Any return will be considered in accordance with the applicable contract terms and your legal rights.
14. HOW TO REQUEST A RETURN OR REFUND
To request a return, cancellation or refund, email:
contact@cellobag.co.uk
Please provide:
• your name;
• your order number;
• the product or products concerned;
• whether you wish to cancel, return or report a problem; and
• any relevant details about the issue.
For damaged, faulty or incorrect goods, photographs may also be helpful.
We will then provide the appropriate next steps.
15. MODEL CANCELLATION FORM
If you wish to exercise your statutory right to cancel, you may use the wording below, although you do not have to use this exact format.
To: CelloBag.co.uk
Email: contact@cellobag.co.uk
I hereby give notice that I cancel my contract for the purchase of the following goods:
Order number:
Goods:
Ordered on:
Received on:
Customer name:
Customer address:
Date:
You may send this information to us by email.
16. DELIVERY & RETURNS INFORMATION
For a simpler overview of our delivery prices, estimated delivery times and returns process, please see our Delivery & Returns page on CelloBag.co.uk.
17. CONTACT US
If you have any questions about a return, refund or cancellation, contact:
contact@cellobag.co.uk
CelloBag.co.uk is operated by HNTR LTD.
Nothing in this policy affects rights that cannot legally be excluded or restricted.