Return Window

Eligible return requests may be submitted within 180 days after confirmed delivery.

How to Start a Return

Before sending anything back, contact customer support.

Provide the order information and explain the reason for the return request.

Return Review

Return requests may be reviewed based on the circumstances of the order and the reason for the request.

Return Condition

Where relevant, items should remain in a condition that allows the request to be reasonably reviewed.

Depending on the issue, support may request:

• Order information.
• Product photographs.
• Packaging photographs.
• A description of the issue.
• Information about missing or damaged components.

Damaged Wooden Game Boards

If a wooden chess board, strategy board, game platform or similar component arrives cracked, warped or otherwise damaged, contact customer support.

Damaged Wooden Pieces

If blocks, tiles, game pieces, markers or other wooden parts arrive broken or damaged, contact customer support and identify the affected components.

Missing Game Pieces

If a game appears to be missing dominoes, tiles, chess pieces, checkers, tokens, rings, balls, bags, markers or other included components, contact customer support.

Check all packaging and internal compartments first.

Damaged Tabletop Games

If an air hockey, foosball, basketball challenge or another tabletop game arrives structurally damaged, contact customer support.

Incorrect Product

If the product received does not match the ordered item, contact customer support.

Incomplete Shipment

If part of an order appears missing, review available tracking information first because some orders may arrive separately.

Authorized Return Costs

For eligible authorized returns involving damaged, defective, incorrect or incomplete items, a prepaid return method or approved reimbursement may be provided where applicable.

Business Address Is Not Automatically a Return Address

The business address displayed on celvenna.com is provided for company identification.

It should not automatically be treated as a return destination.

Unapproved Returns

Do not send products back without first contacting customer support.

A return sent to an incorrect or unapproved destination may be delayed or may not be processed correctly.

Refund Approval

Once a return or other refund request has been reviewed and approved, refund processing can begin.

Refund Processing Time

Approved refunds are generally processed within 5–10 business days after approval.

Original Payment Method

Approved refunds are generally issued to the original payment method used for the order.

Payment Provider Posting Time

After a refund is processed, the customer's bank, card issuer or payment provider may require additional time before the refund becomes visible.

Exchanges

Where appropriate, customer support may discuss an exchange or another available resolution.

Exchanges are not guaranteed for every request and may depend on product availability.

Replacements

For certain order issues, customer support may discuss a replacement where appropriate.

Replacement availability is not guaranteed.

Order Cancellation

If you want to cancel an order, contact customer support as soon as possible.

Cancellation cannot be guaranteed once processing or fulfillment begins.

Order Changes

If you need to change an order, contact support as soon as possible.

Changes cannot be guaranteed once processing begins.

Product Use After Delivery

Customers should use products according to their intended purpose and any available instructions.

Age guidance, small-parts warnings and supervision recommendations should be followed where relevant.

Mandatory Consumer Rights

Nothing in this policy is intended to exclude rights that cannot lawfully be excluded under applicable consumer-protection laws.

Return & Refund Support

Email: service@celvenna.com

Phone: +86 137 3550 7436

Customer Service Hours: 8:00 AM – 10:00 PM Daily