Refund policy
At CAELAN, we want you to feel confident choosing clothing that supports your treatment, recovery and everyday comfort.
If something is not quite right, we offer simple returns and exchanges on eligible items within 30 days of delivery.
30-day returns
You can return or exchange any eligible item within 30 days of delivery.
To be eligible for a return or exchange, your item must be:
- unused
- unworn
- unwashed
- in original condition
- returned with all CAELAN tags attached
- accompanied by proof of purchase
Please try your garment on carefully before removing any tags, especially if you are checking fit, colour or access points.
Change-of-mind returns
We accept change-of-mind returns on eligible full-price items within 30 days of delivery. Return postage for change-of-mind returns is the responsibility of the customer.
Once your return has been received and approved, your refund will be processed back to your original payment method.
Exchanges
If you need a different size, colour or style, please email us at info@caelanapparel.com within 30 days of delivery.
Your item must meet our return conditions to be eligible for an exchange.
Because CAELAN styles and sizes may be limited, exchanges are subject to availability. If the item you want is not available, we can help you understand your return options.
Items not eligible for return or exchange
The following items cannot be returned or exchanged for change of mind:
- items marked Clearance or Final Sale
- second or sample items
- gift cards
- items that have been worn, washed, damaged, marked or returned without CAELAN tags attached
Clearance and Final Sale items will be clearly noted on the product page before purchase. This does not affect your rights under Australian Consumer Law.
Gift cards
Gift cards are non-refundable and cannot be exchanged. CAELAN gift cards do not expire.
Pre-order returns
Pre-order items can be returned or exchanged in line with this policy, provided they meet our return conditions. You can also cancel a pre-order any time before your order has shipped by emailing info@caelanapparel.com.
Worn items
We cannot accept returns or exchanges on garments that have been worn to treatment, used, washed or had their tags removed, unless the item is faulty.
Please try your garment on at home first, with tags attached, to check the fit and access points before wearing it to an appointment.
Faulty items
If you believe your item is faulty, please contact us as soon as possible at info@caelanapparel.com.
Please include:
- your order number
- a clear description of the issue
- photos of the fault
- photos of the garment label, if relevant
If your item is confirmed as faulty, we will work with you on the next steps, which may include a repair, replacement or refund depending on the issue and your rights under Australian Consumer Law.
Incorrect or missing items
If you received the wrong item, the wrong size or something is missing from your order, please email us at info@caelanapparel.com as soon as possible.
Please include your order number and clear photos where relevant so we can resolve the issue quickly.
How to return an item
To request a return or exchange:
- Email info@caelanapparel.com with your return or exchange request.
- Include your order number and reason for return.
- We will send through our returns address.
- Post your item back to us.
- Once received and approved, we will process your refund or exchange.
We recommend using a tracked postage service, as CAELAN is not responsible for returns lost in transit.
Return postage
Return postage is the responsibility of the customer for change-of-mind returns and exchanges. If your item is faulty or incorrect, please contact us before sending it back so we can help resolve the issue.
Refunds
Once your return has been received and approved, your refund will be processed back to your original payment method. Please allow 5–10 business days for the refund to appear, depending on your bank or payment provider.
Original shipping costs are not refunded for change-of-mind returns.
Australian Consumer Law
Our returns policy is in addition to your rights under Australian Consumer Law.
You are entitled to a repair, replacement or refund if an item has a major problem. You may also be entitled to have an item repaired or replaced if it fails to be of acceptable quality and the failure does not amount to a major problem.
Nothing in this policy excludes, restricts or modifies any rights you have under Australian Consumer Law.
Need help before you order?
Not sure about sizing, colour, fit or which CAELAN style best suits your access needs?
Email us at info@caelanapparel.com before placing your order. We are always happy to help you choose the right garment.
Contact us
For all return, exchange and refund enquiries, please contact:
We aim to respond within 1–2 business days.