Refund policy

Effective 29 August 2026

We want you to love how a CEAN garment feels. If it isn't right, we offer 30-day returns and exchanges worldwide.

To start a return or exchange, contact us.

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.

   

   

• Sales items are included.

Contact us with your order number, tell us what's wrong, and send a photo of the problem. We review every one personally, 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. To start a withdrawal click here.

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. Start a return

To start a return, contact us with your order number and the items you'd like to return.

Parcels sent back without a return approved by us will be refused or returned to you at your cost.

Purchasers that opted in for checkout+ will have free return shipping. Purchaser that opted out are responsible for all return shipping fees for goods being returned or exchanged.

Original delivery charges are not refunded on a change-of-mind return.

4. What isn't eligible

Final sale items, marked as such at the time you bought them

Gift cards

Worn, washed, marked or damaged items — see condition 1

Bundles and sets returned incomplete. Return the whole set or none of it.

Items outside the timeframes in condition 2

5. Limits

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 offered worldwide — different size, different colour, different product.

The conditions in Part B apply to exchanges as they do to returns, with one addition:

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. 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.