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Return Policy

CELN designs and manufactures premium, custom-built architectural stair and railing systems. Due to the bespoke nature of our products, we maintain specific policies regarding cancellations, returns, refunds, and replacements. Please review this policy carefully before placing an order.

Customers must inspect all items upon delivery and before signing the delivery confirmation.

  • If visible damage is present, customers should refuse delivery and clearly note the damage with the carrier.

  • Customers must notify Celn immediately at sales@celn.com so a replacement can be arranged.

  • Refusal of delivery alone does not automatically initiate a replacement.

Any damage or missing items discovered after delivery must be reported within 5 business days and before installation.

Custom & Made-to-Order Products

Due to their custom-built nature, the following items are non-returnable and non-refundable:

  • Custom staircases

  • Made-to-measure treads

  • Custom glass panels

  • Custom metal components

  • Any product manufactured to customer-approved specifications

Customers are responsible for reviewing and approving all drawings, measurements, and specifications before production begins.

Standard Stock Items

Eligible standard stock items may be returned under the following conditions:

  • Return request must be submitted within 30 days of delivery

  • Items must be unused, uninstalled, undamaged, and in resalable condition

  • Original shipping costs are non-refundable

How to Request a Return

  1. Notify Celn within 30 days of delivery

  2. Email sales@celn.com with your order number and reason for return

  3. Upon approval, Celn will issue a Return Authorization (RA)

  4. Returned items must include the RA and be securely packaged

Returns sent without authorization may be refused.

Refunds

  • Refunds are issued after returned items are received and inspected

  • If items show signs of use, damage, or alteration, Celn reserves the right to reduce or deny the refund

  • Refunds apply only to eligible standard stock items

Return Shipping Costs

  • Customers are responsible for all return shipping costs

  • If Celn arranges return collection on the customer’s behalf, a handling and logistics fee (minimum $65) may apply

Cancellation Policy

Custom & Bespoke Products

Custom or made-to-order products may be cancelled only before production begins.

If design, engineering, material procurement, or manufacturing has started:

  • Cancellation fees will apply

  • Fees reflect work completed up to the cancellation date

  • Custom products are not eligible for full refunds

Standard Stock Items

  • Cancellations must be requested at least 48 hours before shipment

  • Late cancellations may incur an administrative fee (up to $65)

Exchanges

Celn does not offer direct exchanges. Approved returns are refunded, and a new order must be placed.

Contact Information

For returns, refunds, cancellations, or damage claims:

Email: sales@celn.com