Refund policy

Last updated: 6 November 2026

At Celligen, we want you to shop with confidence. If you need to return a product, cancel an order or report a problem, we're here to help.

14-Day Returns & Cancellations

If you are a UK consumer purchasing online, you generally have the right to cancel your order within 14 days of receiving your goods, without giving a reason.

To exercise this right, please notify us by email at support@celligen.co.uk within the 14-day cancellation period.

After notifying us of your cancellation, you have a further 14 days to return the goods.

Your statutory consumer rights are not affected by this policy.

To arrange a return, please contact support@celligen.co.uk with your order number and details of the product you wish to return.

Our customer support team will provide return instructions and arrange collection using an appropriate courier service.

Please ensure the product is securely packaged, preferably in its original packaging, with all supplied accessories and components.

Our registered office is not a returns processing address. Please do not send products there without prior authorisation.

Return Collection Costs

For change-of-mind returns, Celligen will arrange courier collection on your behalf.

The customer is responsible for the applicable return collection cost, which will be deducted from the refund, where this has been properly disclosed before purchase and is permitted by law.

Collection charges vary depending on the product's size, weight and collection location. Applicable charges or reasonable estimates for products that cannot normally be returned by post will be made available before purchase.

For faulty, damaged, incorrectly supplied or non-conforming products, Celligen will cover reasonable return collection costs in accordance with your statutory consumer rights.

Any applicable collection charge will be confirmed with you before collection is arranged.

Your statutory consumer rights remain unaffected.

Condition of Returned Products

You may inspect and handle products as reasonably necessary to establish their nature, characteristics and functionality.

We recommend returning products with their original packaging, accessories, manuals and supplied components wherever possible.

If a product has been handled beyond what is reasonably necessary, we may make a deduction from the refund to reflect any resulting reduction in value, where permitted by law.

Damaged, Faulty or Incorrect Items

Please inspect your order when it arrives and contact us promptly if your product is damaged, defective or incorrect.

Email support@celligen.co.uk, including your order number and photographs where helpful.

We will assess the issue and arrange an appropriate remedy in accordance with your statutory consumer rights, which may include a repair, replacement or refund.

Exceptions and Non-Returnable Items

Certain products may be excluded from the statutory change-of-mind cancellation right where a specific legal exception applies, such as qualifying sealed goods that are unsuitable for return for health protection or hygiene reasons once unsealed.

Any applicable restrictions will be communicated clearly before purchase.

These exceptions do not affect your statutory rights if goods are faulty, damaged or not as described.

Exchanges

If you would like to exchange an item, please contact support@celligen.co.uk.

Our team will advise whether an exchange can be arranged, subject to product availability and your statutory rights.

Refunds

Once we receive your returned goods, we will inspect them and process any refund due.

For eligible cancellations, refunds will be issued to the original payment method within 14 days of receiving the returned goods or receiving evidence that they have been sent back, whichever is earlier.

Where applicable, we may withhold reimbursement until we receive the goods or evidence of their return.

As Celligen offers free standard UK delivery, there is normally no original delivery charge to refund.

Your bank or payment provider may require additional time to make the refunded amount available.

Contact Us

For returns, refunds, cancellations or product-related concerns, please contact:

Celligen — a trading name of LVX Commerce Limited

Email: support@celligen.co.uk

Telephone: 0333 054 1200

Customer Support: Monday–Friday, 8:30am–5:30pm.

Registered Office: 71–75 Shelton Street, Covent Garden, London, WC2H 9JQ, United Kingdom.

Please note: Our registered office is not our returns processing address.