Refund policy
Effective 29 August 2026
We want you to love how a CEAN garment feels. If it isn't right, we offer a 30-day money-back guarantee and free exchanges worldwide.
We also take return abuse seriously. The conditions below are firm, and we apply them consistently — so that the customers who use the policy properly aren't paying for the ones who don't.
This page has two parts:
- Part A — your legal rights. If something is faulty or not as described, you have rights that override everything else on this page. None of the conditions, deadlines, fees or limits in Part B apply to a faulty item.
- Part B — our 30-day money-back guarantee. This is a change-of-mind policy we offer voluntarily, on our terms, in addition to your legal rights.
Part A — If something's wrong with your item
If your garment is faulty, damaged on arrival, not what you ordered, or not as described:
- Tell us whenever you notice. There's no deadline.
- We pay return postage, and we refund the original delivery charge as well as the price.
- It doesn't matter whether you've worn or washed it, or whether you still have the tags or packaging.
- Sale and final sale items are included.
- There's no fee of any kind, and no limit on how many items this applies to.
Email hello@cean.com with your order number and a photo of the problem. We'll respond within 10 business days and cover the cost of putting it right.
Your rights depend on where you live and are set out in Section 12 of our Terms. If you're in Australia or New Zealand, our goods come with consumer guarantees that cannot be excluded. If you're in the EU, EEA, UK or Switzerland, you also have a separate 14-day right to cancel any order for any reason — Section 12.2 of the Terms explains how that works, and nothing in Part B below limits it.
Part B — Our 30-day money-back guarantee
This is our own policy for change-of-mind returns. Please read the conditions, because we do apply them.
1. The conditions
To be accepted, an item must be:
- Unworn, other than briefly trying it on
- Unwashed
- Free of any marks or odours — make-up, fake tan, deodorant, perfume, smoke, pet hair
- In its original condition, with all tags still attached and the tag seal unbroken
- Returned in or with its original packaging
- Tried on over your own underwear
Items that don't meet these conditions will be refused. We'll photograph the item, tell you why, and send it back to you at your cost. If you'd prefer, we can instead refund you less a deduction reflecting how much value the item has lost — we'll tell you the amount before we do it, and you can decline.
2. Timeframes — both apply
- Request your return within 30 days of delivery.
- Post it back within 14 days of us approving it.
Returns requested after 30 days, or posted after the 14-day window, will not be accepted.
3. You must request a return first
Email hello@cean.com to start a return and wait for our approval. We'll send you a return authorisation and a prepaid label.
Parcels sent back without approval will be refused or returned to you at your cost. We can't process an unauthorised return, and we're not responsible for items sent back without one.
You're responsible for the parcel until it reaches us, so please keep your proof of postage. If a return is lost in transit and you can't show it was sent, we can't refund it.
4. What it costs
We deduct the cost of the prepaid return label from your refund. The amount depends on where you're returning from:
| Where you're returning from | Deducted |
|---|---|
| United States | US$12 |
| United Kingdom | £14 |
| European Union | €16 |
| Switzerland | CHF 15 |
| Australia | A$29 |
| Canada | C$26 |
| New Zealand | NZ$32 |
| Singapore | S$25 |
| United Arab Emirates | AED 70 |
| Everywhere else | US$19 |
These are the same amount in each local currency, so wherever you're returning from you're paying the same for the label. Your exact deduction is confirmed in writing when we approve your return, before you send anything back.
You're welcome to return the item your own way at your own cost instead, in which case we deduct nothing. Email us for the return address.
Original delivery charges are not refunded on a change-of-mind return.
5. What isn't eligible
- Final sale items, marked as such at the time you bought them
- Items bought with a discount of 50% or more
- Gift cards
- Worn, washed, marked or damaged items — see condition 1
- Items being returned for the second time — each product is returnable once per customer
- Bundles and sets returned incomplete. Return the whole set or none of it.
- Items outside the timeframes in condition 2
6. Limits
- One return per product, per customer. If you've returned a style once, buying and returning it again isn't covered.
- Gifts with purchase and promotional items must come back too. If you keep one, we deduct its full retail value from your refund.
- If a return takes your order below a free-shipping or discount threshold, we deduct the benefit you received. For example, if free shipping applied because you spent over the threshold and your return drops you below it, the shipping cost comes out of your refund.
Exchanges
Exchanges are free worldwide — different size, different colour, different product. We cover the shipping both ways.
The conditions in Part B apply to exchanges as they do to returns, with two additions:
- One exchange per order. If the replacement isn't right either, you can return it under Part B, but we won't exchange a second time.
- Exchanges are subject to stock. If your replacement isn't available we'll refund you instead.
Refunds
When. Within 2 business days of the earlier of us receiving your item back and you showing us it's on its way.
How. To your original payment method. We don't issue store credit or gift cards instead of a refund unless you ask us to. Your bank may take a few more days to post it.
What we may deduct. The return label cost (Part B, condition 4); the retail value of any gift-with-purchase you've kept; any promotional benefit you no longer qualify for; and, where you've agreed to it, an amount reflecting a reduction in the item's value.
Refunds go back to the person who paid. We can't refund a gift recipient directly.
Return abuse
We monitor return patterns. Where we conclude someone is using the policy in bad faith, we act on it.
What we treat as abuse:
- Returning more than 3 orders in any 12-month period, or returning more than half of what you've ordered by value
- Wardrobing — wearing an item and returning it as unworn
- Returning items that aren't ours, or aren't the items that were sent
- Buying multiple sizes or colours of the same style with the evident intention of returning most of them, repeatedly
- Claiming an item never arrived on a pattern of orders
- Raising a chargeback without contacting us first
- Sending back empty parcels or the wrong contents
- Opening multiple accounts to get around the limits on this page
What we may do about it. Depending on what we find, we may decline a change-of-mind return, stop offering free exchanges or prepaid labels on your account, require you to return items at your own cost, decline future orders, or close your account.
Before we do any of that we'll email you, explain what we've seen, and give you a chance to respond. If you tell us something we've missed, we'll take it into account.
None of this applies to faulty items. Your rights under Part A are unaffected however many returns you've made, and we will never refuse a faulty-goods claim on the basis of your return history.
Questions
Email hello@cean.com with your order number and we'll help.