Refund policy

The 30-Day Promise

Use the Celani Odor Gun™ on the worst thing you own. If it doesn’t do what we said it would, you have 30 days from the day your order is delivered to send it back for a refund.

We’d rather fix the problem than take your money and leave. Most “it didn’t work” emails we get turn out to be a technique issue — treating a car seat the way you’d treat a basement, or stopping before the enzymes reach the padding. Reply to any order email and we’ll walk you through the method for your specific problem. That help is free, and it works more often than not.

If it still isn’t right, we’ll refund you. Here’s exactly how that works, in plain terms.

How to start a return

1. Email hello@celani.us within 30 days of delivery. Include your order number.
2. We’ll reply with a Return Authorization (RA) number and the return address.
3. Write the RA number on the outside of the package and ship it back within 14 days of receiving it.

Returns sent without an RA number cannot be identified or processed, and we cannot issue a refund for them. Please don’t ship anything back before you’ve emailed us.

What we accept

Unopened and unused, in original packaging — full refund of the product price.

Opened and used — full refund of the product price, provided the unit and all included items come back in returnable condition (see below) and you contacted us within the 30-day window.

Defective, damaged in transit, or the wrong item — we cover it entirely. We’ll send a replacement or refund you in full, including shipping both ways. Email us within 7 days of delivery with a photo so we can file the carrier claim. No return shipping cost to you.

What has to come back

Every order ships with three items included free — the extra refill cartridges, the activated charcoal bags, and the portable ozone plug-in, together worth $59.97 at retail.

These are part of the order, not separate gifts. A return must include:

• The Celani Odor Gun™ unit
• Any unused enzyme solution bottles
• The refill cartridges, charcoal bags and ozone plug-in

If any of the included items are missing or have been used up, their retail value is deducted from your refund. If you’d rather keep them, that’s fine — we’ll just deduct the difference.

Return shipping

You cover return shipping on change-of-mind and “didn’t work for me” returns. We cover it when the item is defective, damaged in transit, or not what you ordered.

We recommend a tracked service. Until the package reaches us it’s still your parcel, and we can’t refund an order we haven’t received.

Refunds

Once your return arrives we inspect it within 2 business days and issue the refund within 5 business days of that.

Refunds go back to the original payment method only. Depending on your bank, it can take a further 3–10 business days to appear.

We refund the product price. Original shipping charges are not refunded except on defective, damaged or incorrect items.

One per customer

The 30-day promise is available once per customer. We identify a customer by name, email address, shipping address and payment method — any one of these matching a previous refunded order counts as the same customer.

This isn’t there to catch anyone out. It’s there because the promise is priced into the product, and it only stays available to everyone if it isn’t used as a way to get the product for free.

What isn’t covered

• Returns requested more than 30 days after delivery
• Returns shipped without a Return Authorization number
• Orders of 3 or more units, which are treated as wholesale and are final sale unless defective
• Items damaged by misuse, disassembly, or use with third-party solutions not supplied by Celani
• Any order where a payment dispute or chargeback has already been filed (see below)
• Free promotional items claimed separately from the order they shipped with

Payment disputes

If something’s wrong, email us. We answer every message and we’ve never needed a middleman to make something right.

If a chargeback is filed before you’ve contacted us, we’ll respond to your bank with delivery confirmation, order records and our correspondence history, and the return options above no longer apply to that order. Disputes take months to resolve and cost you time; an email to us takes a day.

Cancellations and address changes

We ship fast, which is usually good news. Email us within 2 hours of ordering to change or cancel and we’ll almost always catch it. After dispatch, treat it as a return.

Questions

hello@celani.us — a real person reads every message, usually the same day.