Returns policy

1. We arrange collection

Send your return request by email. We will register the courier collection request and you will be contacted by telephone to arrange collection.

Please pack the product carefully, preferably in the packaging in which it arrived, so it reaches us in good condition. Then hand the parcel to the courier.

2. We inspect and test the product

When the product reaches us, we inspect its physical condition and test its operation before completing the return.

3. We refund your bank account

After the return is completed, payment is made to your account within 4 working days.

Return conditions

• The product must include all its components and be suitably packaged for transport.
• It must be in perfect physical and working condition so that it can be resold.
• The return may be registered within the first 15 calendar days after receiving the order.

Products with physical defects are excluded from returns, including wear, impact damage, cracks, chips, burnt or broken components, and damaged, removed or altered labels or warranty seals. This also applies to products used in unsuitable conditions: incorrect supply voltage, major temperature or pressure variations, mechanical shocks, incorrect handling, use for an unintended purpose, exposure to moisture, dust, fumes or chemicals, incorrect settings or installation, ungrounded sockets, liquids, metal or other substances entering the equipment, mechanical or plastic alterations, or connecting or disconnecting components while equipment is operating.

Consumables are excluded from returns, including adhesives, compressed-air sprays, isopropyl alcohol sprays, thermal compounds and cleaning solutions, as well as installation tools such as screwdrivers, spatulas, cleaning brushes, tweezers and pliers.

Products originally delivered free of charge

We offer free return collection even when the reason for returning the product relates to the customer. An exception applies when the original delivery was free for an order above RON 299: the original delivery cost of RON 15.90 is deducted from the refund, while we cover the return collection.

Example: for a returned RON 300 order, collection is free and the refund is RON 284.10 (RON 300 minus RON 15.90 for the original delivery).

Products ordered by mistake

If you ordered a product that is not suitable for your device, we can help you exchange it or refund the product price. Send a return request and specify whether you want a replacement or a refund.

Frequently asked questions

1. Do I need to enclose the invoice, warranty certificate or courier receipt?

No. You can send the product without the purchase documents; we will handle the paperwork. If you cannot find your invoice or order number, call 0748 118 038 or email suport@celo.ro so we can identify the order together.

2. What condition must the product be in?

It must be in the condition in which it arrived, suitable for resale, without signs of wear, preferably in its original packaging and with all accessories, including the instruction manual.

3. How should I prepare it for collection?

Pack it carefully to prevent damage. Use bubble wrap for shock protection and the original outer cardboard box. If that box is unavailable, use another rigid cardboard box of a suitable size.

4. How will I know when it reaches you?

We will notify you by telephone or email when the parcel arrives. Parcels generally reach us on the next working day.

5. Will the original delivery charge be refunded?

The original delivery charge is not refunded. The product price is refunded, and we cover return collection.

6. What if the product shows signs of use or is damaged because it was not properly packed?

We inspect the product before putting it back on sale. Visible wear or damage caused by inadequate packaging can reduce its resale value or make it impossible to resell. In this situation, we may withhold up to 20% of the product price or reject the return and send the product back in the condition in which it reached us.

Our intention is to refund the full product price. Please ensure the product has no signs of wear and is protected throughout transport, using bubble wrap to fill empty spaces and a rigid outer cardboard box. This is particularly important for products that can break, bend or snap under impact.

Do not send a product only in a plastic bag or bubble wrap. An outer box is also required.

7. What if my product was damaged during delivery?

If you did not use a parcel inspection delivery option and received a damaged product, report the damage on the same day you collected the parcel. Email suport@celo.ro with your order details and photographs of the damaged product and its box. Keep the box and internal packaging as evidence.

We advise you not to accept a parcel whose packaging is damaged. Contact us so we can arrange a replacement parcel.

8. When will I receive my refund?

After the parcel is received, inspection normally takes approximately 2–3 working days. Once the return is approved, the payment request is sent to accounting and the money is transferred within 4 working days.

9. Can I arrange return shipping myself?

Yes. If you prefer to send the product yourself, you pay the return delivery cost and we refund the original delivery charge. We will still cover one of the two delivery charges. Please state in your return request that you want to arrange shipping yourself.

Example: if the product cost RON 150 and the original delivery charge was RON 15.90, and you pay a courier to return it, the refund is RON 165.90 (the product plus the original delivery charge). If the original delivery was free on an order above RON 299, the full product price is refunded.

Send your return request. For questions, call 0748 118 038 or email suport@celo.ro.